Gloria Cabrera
Philadelphia,PA
Summary
Highly-qualified operations specialist successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hard-working leader with history of streamlining operations and increasing productivity.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Complaint Operations External Response Specialist
Block Inc.
Philadelphia, PA
04.2023 - Current
- Coordinated with internal teams such as banking fraud, disputes, voice of the customer, legal, operations to investigate any potential fraud or abuse cases.
- Prepared detailed reports summarizing investigative activities and results. Participated in weekly team meetings to discuss strategies for resolving difficult cases.
- Developed training materials for other agents on best practices for providing exceptional customer service using ever-evolving internal protocols.
- Drafted responses to formal written consumer complaints as required by regulatory agencies within SLAs.
Advocate Captain / Customer Success Advocate
Block, Inc
Philadelphia, PA
10.2021 - 04.2023
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
Universal Member Service Representative
Freedom Credit Union
Philadelphia, PA
02.2020 - 10.2020
- Maintained company policies, products, and service knowledge to assist members with all financial needs
- Helped members resolve account problems and navigate internal systems to handle routine needs as well as those that needed further research.
Customer Service Representative II
TD Bank
Philadelphia, PA
05.2017 - 02.2020
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Maintained knowledge of current promotions, exchange guidelines, policies and security practices.
Education
Bachelor of Arts - Criminal Justice And Sociology
LaSalle University
Philadelphia, PA05-2016
Skills
- Project Planning and Prioritization
- Negotiation and Conflict Resolution
- Idea Development and Brainstorming
- Cross-Functional Communication
- Risk Mitigation and Analytical Thinking
Certification
- Yellow Belt Six Sigma - 2021
Timeline
Complaint Operations External Response Specialist
Block Inc.
04.2023 - Current
Advocate Captain / Customer Success Advocate
Block, Inc
10.2021 - 04.2023
Universal Member Service Representative
Freedom Credit Union
02.2020 - 10.2020
Customer Service Representative II
TD Bank
05.2017 - 02.2020
Bachelor of Arts - Criminal Justice And Sociology
LaSalle University
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