GINA GALVEZ
Houston
Summary
Dynamic customer service leader with proven success at Garage Door Services, excelling in team training and complaint resolution. Recognized for enhancing customer satisfaction through effective call management and attention to detail. Skilled in prioritizing tasks and fostering collaboration, driving team performance and operational efficiency.
Well-rounded professional possessing excellent clerical and team support abilities. Skilled in scheduling meetings and appointments and organizing office operations. Punctual professional committed to satisfying customer needs and meeting office demands.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
Work History
BilingualDispatcher Office Assistant
Garage Door Services In Dc
Houston
01.2023 - 01.2026
- Assisted in daily office operations and maintained organized filing systems.
- Coordinated schedules and appointments for team members and management.
- Processed incoming and outgoing mail, ensuring timely distribution.
- Managed inventory of office supplies and placed orders as needed.
- Responded to client inquiries via phone and email with professionalism.
- Organized company events and meetings, handling logistics and arrangements.
Lead Customer Service Representative
Garage Door Services
Houston
03.2022 - 01.2026
- Cultivated customer-centric atmosphere by efficiently addressing customer concerns and providing timely and accurate information.
- Assisted customer service representatives to defuse escalated issues and worked directly with customers to support resolution.
- Trained new customer service team members in company policies, procedures and service delivery standards.
- Fostered positive work environment by promoting teamwork, collaboration, and open communication.
- Coordinated daily tasks for CSR team members, and reviewed priorities with supervisor to maintain efficiency.
- Conducted performance evaluations for team members, setting goals for continued growth and development.
- Assisted in marketing campaign execution, including conveying promotional offers to callers or visitors.
- Reviewed customer feedback surveys to identify trends and opportunities for improvement within department.
- Provided attentive and personable service to guests in telephone, email and chat inquiries.
- Managed team of customer service representatives, ensuring efficient workflow.
- Created schedules for staff members, ensuring adequate coverage during peak hours.
- Answered telephone inquiries related to customer applications, accounts, subscriptions, or requests.
- Collaborated with other departments to improve overall customer satisfaction.
- Provided exceptional customer support when needed, demonstrating strong problem-solving skills.
- Coordinated daily department workflow to maximize customer service team productivity.
- Mentored team members to apply quality customer service techniques and foster satisfaction.
- Ensured all company policies were followed by Customer Service Representatives.
- Trained new representatives on company policies and customer interaction techniques.
Assistant Front Desk Manager
Comfort Suites
Houston
01.2019 - 02.2022
- Led regular employee meetings and coaching sessions to communicate strategies to boost customer satisfaction.
- Oversaw daily reporting and tracking, reviewing trends, and correcting discrepancies.
- Evaluated employee performance through regular feedback sessions and annual reviews.
- Exceeded customer expectations after rolling out employee motivational strategies and expert training.
- Reviewed guest satisfaction surveys regularly to identify areas for improvement within department.
- Assisted in developing budgets for front office department while monitoring expenses closely.
- Utilized property management software effectively to manage reservations, billing information, and guest profiles accurately.
Front Desk Receptionist
Comfort Inn
Houston
05.2015 - 09.2020
- Verified guest payment and contact information.
- Ensured reception area remained clean, organized, and presentable throughout day.
- Coordinated deliveries from couriers and ensured timely pick-up of outgoing packages.
- Greeted visitors and provided general information about organization.
- Maintained visitor logbook and issued visitor badges.
- Scheduled appointments and maintained updated calendar for conference room bookings.
- Managed petty cash transactions, including reimbursements and expense reports.
- Coordinated with sales and marketing team to develop promotional campaigns and special events.
Education
Nursing/ekg Technician -
HCC
Houston, TX 01.2019 - 01.2021
Skills
- Team training and leadership
- Membership renewals
- Credit card processing
- Appointment scheduling
- Work prioritization
- Team task delegation
- Call management
- Attention to detail
- Call center experience
- Customer complaint resolution
- Mail processing
- Dispatch coordination
Languages
Spanish, Fluent
Timeline
BilingualDispatcher Office Assistant
Garage Door Services In Dc
01.2023 - 01.2026
Lead Customer Service Representative
Garage Door Services
03.2022 - 01.2026
Nursing/ekg Technician -
HCC
01.2019 - 01.2021
Assistant Front Desk Manager
Comfort Suites
01.2019 - 02.2022
Front Desk Receptionist
Comfort Inn
05.2015 - 09.2020