Gladis Beas
Sacramento,California
Overview
8
8
years of professional experience
Work History
Escalations Specialist
Act Tecnologies
03.2024 - 08.2025
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Call Center Representative
Telus International
11.2021 - 07.2022
- Provide call backs to call request in a timely manner.
- Update accounts if necessary.
- Request and process documentation.
- Research and provide answers to questions regarding accounts.
- Reply to emails requests.
- Use multiple programs to provide answers for customers and other team members.
- Request and review documentation required to add or remove account restrictions.
- Request and file documents needed to proceed with investigations for fraud cases.
Banking
Us Bank
05.2017 - 01.2020
- Create competitive sales environment through proven sales tactics and drive revenue forth branch.
- Develop beneficial partnerships with specialists to further deepen customer relationships.
- Responsible for servicing accounts and problem resolution, with emphasis on retaining and deepening customer relationships.
- Responsible for supervising and managing the banking center when the manager was out of the branch.
Education
Montgomery High
Santa Rosa, CASkills
- Close Attention to Detail
- Problem-Solving and Troubleshooting
- Outstanding Communication Skills
- Cash Handling Skills
- Hard Working
- Excel, Microsoft Office
- Sales
- Bilingual
- Time & Stress Management Skills
- Quick Learner
- Great Customer Service
Timeline
Escalations Specialist
Act Tecnologies
03.2024 - 08.2025
Call Center Representative
Telus International
11.2021 - 07.2022
Banking
Us Bank
05.2017 - 01.2020
Montgomery High