Gisela Garcia
Pasadena,TX
Summary
Reliable professional offering over 20 years of experience in account management, sales, customer service, and administrative front desk responsibilities. Seasoned Account Management Specialist with relevant background in overseeing strategic customer relationships. Demonstrated ability to manage multiple accounts, balance client needs and company goals, and drive revenue growth. Skilled in leveraging CRM tools, delivering customized solutions, and ensuring customer satisfaction. Known for fostering long-term client relationships and contributing positively to organizational success.
Overview
27
27
years of professional experience
Work History
Account Management Specialist
ADT Security
Houston, TX
10.2021 - Current
- Manage client accounts to enhance satisfaction and retention.
- Maintain accurate records of customer interactions using CRM software.
- Develop and implemented account management strategies to boost customer satisfaction.
- Resolve complex customer issues promptly and effectively.
- Engage customers through excellent verbal communication to ascertain needs.
- Act as main point of contact for escalated client concerns.
- Perform negotiations to achieve fair outcomes for both clients and business.
- Educate customers on special pricing opportunities to increase revenue.
QuickBooks Specialist
Intuit QuickBooks
Houston, Texas
02.2020 - 07.2020
- Researched payroll errors and processed payments for federal and state taxes, social security, Medicare, and various employee deductions, annuity contributions and retirement plan withholdings.
- Verified on-time submission of payroll taxes and within constraints of Internal Revenue Service.
- Maintained consistent knowledge of multi-state and local tax regulations.
- Monitored status of accounts receivable and payable to facilitate efficient processing.
- Reconciled all company accounts, including credit cards, employee expenses and commissions.
Sales Representative, Account Management
BloomNet®
Houston, Texas
01.2010 - 02.2020
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answer constant flow of customer inbound calls as well as online chat, email and making outbound calls.
- Perform research to collect the necessary information to assist our customers with resolution required.
- Educate customers on promotions to enhance sales.
- Preserve revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Suggest new procedures and demonstrate empathy to persuade cancelling customers to stay with company, resulting in a decrease number in cancellations.
- Enter customer interaction details in CRM to track requests, product orders, credit card payments, document problems and record solutions offered.
- Review monthly statements with customers while explaining all fees in detail and discussing paid and unpaid orders.
- Process payments for accounts receivables, by credit and debit card transactions from customers with an end of month statement balance.
- Review Performance Metrics and advise of best solutions for them to improve as needed.
- Conduct trainings with our new member customers on how to use our software.
- Place orders with flower shops all around the United States by ensuring all order details were being communicated, accepted and provide payment to them with our corporate account or by company credit card.
- Complete accurate order entry, including data verification while placing orders for products.
- Document shipping information on orders and tracking of packages when necessary.
- Maintain routine communication with clients to assess overall satisfaction and resolve complaints.
- Update spreadsheets and databases to track, analyze and report all Retained customer, Leads or Sales made weekly.
- Support the Publications, Sales, Retention and Technical Departments as required with all Spanish Speaking customers.
- As a home agent I have shown that I am reliable, responsible and well organized.
Administrative Assistant/Sales/Customer Service Agent
Port City Cabinet Works
Houston, TX
05.2001 - 02.2007
- Quoted clients our quality products, gave excellent service and solutions by comparing previous sale prices, previous mark-ups and latest inventory price with a result of high number of sales.
- Assistant to Purchasing department by preparing Purchase Orders, keeping inventory and purchasing materials as needed.
- Assistant to Production department, prepared travelers tickets to ensure all necessary areas were signed-off before going out for production at our warehouse.
- Assistant to the President and Vice-President of the company by preparing reports and organizing projects.
- Assisted the Human Resource department by maintaining and updating confidential files.
- In charge of collecting and processing cash, checks, credit card and wire transfer payments.
- Outbound Collection calls from a list of delinquent accounts.
- Maintained and Updated engineering drawings on CAD and Excel.
- Responsible for our most important clients GE, Toshiba, Westinghouse made sure they were always satisfied with our service and that our products met all their needs.
- Prepared all International shipping documents including NAFTA certificates.
- Prepared all daily bank deposits and entered all checks received into an Excel Spreadsheet.
- Matched Invoices with Purchase Orders and entered into Vista software to print checks for payments.
Cash Management Associate
America's Cash Express
Houston, TX
11.2000 - 05.2001
- Solely responsible for daily opening and closing out all transactions and business office.
- Counted cash in register drawer at beginning and end of shift.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Maintained reports of transactions and greeted customers when entering and leaving establishment.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Maintained a high volume of cash flow and store inventory.
- Other duties include check cashing, utility payments, money orders, lottery.
- Loan processing and approval.
Accounting Assistant
Amco Auto Insurance
Houston, TX
03.1999 - 10.2000
- Reviewed and acknowledged our agent's End of Day Reports.
- Compared each End of Day Report to its bank deposit ensuring accurate and matching dollar amounts and made corrections as needed.
- Responsible for over 150 Amco Insurance locations in Texas to make the full and accurate bank deposits.
Customer Service Representative
Amco Insurance Inc.
Houston, Texas
10.1998 - 03.1999
- Assisted customers by providing quotes and addressing auto insurance inquiries.
- Updated existing policies according to requests from customers and agents.
- Calculated premiums based on policy modifications and customer needs.
Underwriter
Amco Insurance Inc.
Houston, Texas
06.1998 - 10.1998
- Evaluated and assessed all new insurance policies and endorsements at store locations daily, implementing necessary corrections
Education
Some College (No Degree) -
San Jacinto College District
Pasadena, TXHigh School Diploma -
Roma High School
Roma, TXSkills
- Sales and lead generation
- Account management
- Customer retention
- Organizational skills
- Independent work, remote agent experience
- Work order entry
- Self-motivation
- Price negotiation
- Microsoft Office proficiency
- Online communication
- Client coaching and training
- Cash handling
- Credit card processing
- CRM and Salesforce expertise
- Cold calling
- Problem solving
- QuickBooks proficiency
- Bilingual - Spanish
Languages
Fluent in Spanish
Timeline
Account Management Specialist
ADT Security
10.2021 - Current
QuickBooks Specialist
Intuit QuickBooks
02.2020 - 07.2020
Sales Representative, Account Management
BloomNet®
01.2010 - 02.2020
Administrative Assistant/Sales/Customer Service Agent
Port City Cabinet Works
05.2001 - 02.2007
Cash Management Associate
America's Cash Express
11.2000 - 05.2001
Accounting Assistant
Amco Auto Insurance
03.1999 - 10.2000
Customer Service Representative
Amco Insurance Inc.
10.1998 - 03.1999
Underwriter
Amco Insurance Inc.
06.1998 - 10.1998
Some College (No Degree) -
San Jacinto College District
High School Diploma -
Roma High School