Open To Work
Gillian Garraway
Work Preference
Summary
As a highly skilled Leader with 23 plus years of customer service experience. I strive to always give the best customer service possible. I will always lead by example.
Results-driven Client Services Supervisor known for high productivity and efficient task completion. Possess specialized skills in client relationship management, process optimization, and team leadership. Excel in communication, problem-solving, and adaptability, ensuring seamless service delivery and client satisfaction.
Overview
25
25
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Client Services Supervisor
Consolidated Credit Counseling Services
Sunrise
07.2005 - Current
- Executed supervisory tasks and assignments from Manager to support team operations.
- I review their daily workflow, assisting with Client Service calls & take over escalated calls from our Supervisor helpline.
- Reviewed timecards daily and approved time off requests to ensure accurate payroll processing.
- Provided coaching feedback and administered disciplinary actions to uphold company policies.
- Coordinated logistics for customer service meetings to facilitate team communication.
- Managed email correspondence with other departments to address inquiries and provide support.
- Assist with training new hires to prepare them for the Customer Service Floor.
Trainer/Quality Assurance Representative
Debt Management Credit Counseling
Boca Raton
06.2001 - 08.2004
- Trained new hires in customer service, enhancing onboarding process.
- Supported employees in mastering debt consolidation program, improving team knowledge.
- Coached Representatives on better ways to handle policy related issues.
- Monitored customer service reps' phone calls to be sure they were up to company's expectations.
- Evaluated and spoke with Reps on successful ways to handle different situations and irritable customers.
Education
High school diploma or GED - English & Mathematics
North Georgetown Secondary School
Georgetown, Guyana 08.1981 - 06.1986
Skills
- Microsoft Word
- DocuSign
- Microsoft Excel
- Conflict management
- Math
- Office experience
- Grammar
- Excel experience
- Financial services
- Email customer support
- Data analysis skills
- Computer literacy
- Word processing
- Office management
- Supervising experience
- Microsoft Outlook
- Finance customer support
- Typing
- Organizational skills
- Call center agent experience
- Cashiering
- Continuous improvement
- Client relationship management
- Leadership
- Billing issue inquiries
- Internal employee customer service
- Quality assurance
- Data entry
- Customer complaint resolution
- Proofreading
- Time management
- Research
- Support specialist
- Individual consumer customer service
- Live chat
- Banking
- Microsoft Access
- Onsite customer service
- Phone call management
- Phone etiquette
- Computer skills
- Google applications
- Customer support
- Clerical experience
- Team management
- Providing product information
- Customer issue escalation
- Bank Secrecy Act
- Phone support
- Call center experience
- Cash handling
- Financial product knowledge
- Customer service
- Customer training
- Windows operating system
- Microsoft Office
- Order entry
- Google Workspace
- Financial analysis
- PowerPoint presentation
- Team leadership
- English
- Communication skills
- Account management
Certification
- Certified Customer Experience Professional (CCXP)
- Driver's License, Non-CDL Class C
Willing To Relocate
- Fort Worth, TX
- Charlotte, NC
Timeline
Client Services Supervisor
Consolidated Credit Counseling Services
07.2005 - Current
Trainer/Quality Assurance Representative
Debt Management Credit Counseling
06.2001 - 08.2004
High school diploma or GED - English & Mathematics
North Georgetown Secondary School
08.1981 - 06.1986