Gilbert Perez
Corpus Christi,TX
Summary
Adept at managing high-stress situations and resolving customer issues, I enhanced satisfaction and loyalty at Freedom Fitness Clubs. Skilled in customer service and data entry, my leadership significantly improved team performance and compliance. Demonstrating problem-solving and effective communication, I consistently delivered results beyond expectations.
Overview
3
3
years of professional experience
Work History
Call Center Representative
Freedom Fitness Clubs
10.2022 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls to answer questions about services.
- Maintained detailed records (or notations) of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, memberships, amenities and procedures to deliver accurate information to customers.
Weekend Manager
Freedom Fitness - SPID Club
07.2023 - 09.2023
- Improved customer satisfaction by addressing and resolving concerns promptly and professionally.
- Handled escalated customer issues calmly and effectively, maintaining professional relationships even in challenging situations.
- Ensured compliance with all company policies and procedures while maintaining confidentiality of sensitive information.
- Recruited, trained and motivated staff to achieve sale objectives.
- Enhanced team performance with regular training sessions focused on customer service and membership knowledge.
- Kept supplies stocked, work areas clean and trash cleared.
- Maintained high standards of cleanliness throughout the facility, ensuring a pleasant atmosphere for guests.
- Evaluated employee performance regularly, offering constructive feedback and opportunities for growth and development.
- Increased employee morale by creating a positive work environment that encouraged open communication and teamwork.
- Provided exceptional leadership through clear communication, setting expectations, and providing support to team members as needed.
- Answered customer questions and provided immediate assistance to deliver exemplary service.
Customer Service Representative
Freedom Fitness - SPID & Calallen Clubs
10.2021 - 04.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for memberships, services, and company information.
- Maintained detailed records (or notations) of customer interactions, ensuring proper follow-up and resolution of issues.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Managed efficient cash register operations.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal membership plans.
- Utilized ABC ignite systems (or GymSales) proficiently to track customer interactions, ensuring accurate records for future reference and followups.
- Wiped windows, tables and other surface areas to eliminate dust and residue and increase aesthetic value.
- Handled equipment, chemicals, and materials properly and with caution.
- Contributed to a safe working environment by adhering to safety protocols during all tasks, reducing workplace accidents.
- Enhanced cleanliness standards by consistently maintaining a well-organized and sanitized work environment.
- Emptied trashcans and transported waste to collection areas.
Education
Bachelor of Arts - Athletic Training
Texas A&M University - Corpus Christi
Corpus Christi, TX12.2024
Associate of Arts - Criminal Justice
Del Mar College
Corpus Christi, TX05.2021
High School Diploma -
John Paul II High School
Corpus Christi, TX05.2018
Skills
- Problem-solving skills
- Customer Support
- Data Entry
- Customer Service
- Call Center Customer Service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Call Center Operations
- Customer communications
- Payment Processing
- Account updating
- Inbound Phone Call Management
- Russian (Limited Proficiency)
Languages
Russian
Limited Working
Timeline
Weekend Manager
Freedom Fitness - SPID Club
07.2023 - 09.2023
Call Center Representative
Freedom Fitness Clubs
10.2022 - Current
Customer Service Representative
Freedom Fitness - SPID & Calallen Clubs
10.2021 - 04.2023
Bachelor of Arts - Athletic Training
Texas A&M University - Corpus Christi
Associate of Arts - Criminal Justice
Del Mar College
High School Diploma -
John Paul II High School
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