Gilbert Ochoa
Jacksonville
Summary
Dynamic Customer Service Supervisor skilled in effective communication and team supervision. Proven ability to train staff, resolve customer complaints, and implement procedures that drive workflow efficiency, ensuring high customer service standards.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor
wawa
Jacksonville
09.2023 - Current
- Supervised daily operations to maintain high customer service standards.
- Trained team members on customer interaction protocols and best practices.
- Resolved customer complaints promptly and effectively to ensure satisfaction.
- Coordinated staffing schedules to ensure adequate coverage and maintain service quality during peak hours.
- Monitored inventory levels and placed orders for necessary supplies.
- Implemented new procedures that streamlined workflow and improved staff collaboration.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Established rapport with customers and team members to foster a supportive and effective work environment.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
Customer Service Representative
Asurion
Cocoa
02.2022 - 07.2022
- Delivered exceptional customer service by resolving inquiries and concerns promptly.
- Guided customers on device maintenance and troubleshooting to enhance user experience.
- Provided estimates for cost of repair services prior to beginning work.
- Facilitated sales of replacement parts, accessories, and products for cellular devices.
- Increased sales through consultative sales approach and focused relationship building with new and existing policyholders.
- Exceeded company sales goals for new policies.
Customer Service Representative
Teletech at Home
Titusville
10.2019 - 06.2021
- Processed prescription orders accurately and efficiently.
- Assisted pharmacists in preparing medication for patients.
- Entered patient profiles, billing information, and prescription orders into pharmacy software system accurately.
- Maintained organized electronic prescription files for quick access and ensured accuracy.
- Cleared high volume of prescriptions with pharmacist and addressed customer inquiries promptly.
- Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations.
Customer Service Representative
call direct partners
Merritt Island
02.2016 - 06.2019
- Managed customer inquiries through phone and email communication.
- Resolved customer complaints effectively, adhering to company policies and guidelines.
- Provided training support to new hires on customer service protocols.
- Documented customer interactions in CRM system, ensuring accurate record-keeping for future reference.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Recommended products tailored to customer interests and trends, enhancing overall customer satisfaction.
- Processed sales transactions accurately and efficiently.
- Developed key customer relationships to increase sales.
Cook
McDonald's
Merritt Island
08.2015 - 02.2016
- Prepared food items following standardized recipes to ensure consistency and quality.
- Collaborated with team members to effectively meet high-volume customer demands during peak service times.
- Trained, managed and guided kitchen staff to improve overall performance, service quality and productivity.
- Maintained cleanliness and organization of kitchen and food prep areas to support efficient operations.
Education
GED -
Essential Education
Jacksonville, FL05-2020
Skills
- Customer service
- Complaint resolution
- Customer relationship management
- Employee training
- Team building
- Performance metrics
- Workflow optimization
Timeline
Customer Service Supervisor
wawa
09.2023 - Current
Customer Service Representative
Asurion
02.2022 - 07.2022
Customer Service Representative
Teletech at Home
10.2019 - 06.2021
Customer Service Representative
call direct partners
02.2016 - 06.2019
Cook
McDonald's
08.2015 - 02.2016
GED -
Essential Education