Gloria Gibson
Valdosta,GA
Summary
Customer-focused Customer Service expert with a passion for building relationships. Exceptional ability to communicate effectively with customers, address their concerns, and resolve issues to ensure satisfaction. Strong problem-solving skills and ability to think quickly in high-pressure situations. Adept at using CRM software and other tools to manage customer interactions.
Overview
8
8
years of professional experience
Work History
Customer Service Manager
RevCycle Inc
07.2022 - Current
- Provided first-level end user resolution to an average of 50 customer inquiries per day escalated through all access channels (Portal, Chat, Email, and Phone).
- Responded to client inquiries within established timelines, resulting in a 95% customer satisfaction rate.
- Provided consultative guidance to customers towards the resolution to their service issue, resulting in a 25% decrease in repeat customer inquiries.
Remote Escalations Support Specialist
Credit Acceptance
02.2021 - 09.2021
- Assisted an average of 100 customers per day via email, Loom, and live video (Zoom) resulting in 90% satisfaction rate.
Remote Customer Service Representative
TitleBucks
07.2019 - 06.2020
- Acted as an advocate for the customers by documenting insights and sharing them internally with the Product team, resulting in a 20% improvement in product satisfaction among customers.
- Consistently exceeded customer satisfaction goals by an average of 15% through effective communication and problem-solving techniques.
- Mentored and trained a team of 10 new customer service representatives on company policies and procedures, resulting in a 20% increase in team performance.
Call Center Representative
LOANMAX Title Loans
08.2016 - 01.2019
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Educated customers on company systems, form completion, and access to services.
Education
High School Diploma -
Charlton County High School
Folkston, GASkills
- Typing 45 wpm
- Empathetic
- High-volume call centers
- Knowledgebase software
- Call decisioning
- Documentation and reporting
- Call center operations
- LiveChat
- Written and oral communication
- One Call Resolution
- Scheduling and Coordinating
- Administrative Support
- Problem-Solving
- Documentation And Reporting
- Customer Relationship Management Software (CRM)
- Decision-Making
- Performance Tracking and Evaluation
- Cash Handling
- Negotiation and Conflict Resolution
- Work Planning and Prioritization
- Written and oral communication
Timeline
Customer Service Manager
RevCycle Inc
07.2022 - Current
Remote Escalations Support Specialist
Credit Acceptance
02.2021 - 09.2021
Remote Customer Service Representative
TitleBucks
07.2019 - 06.2020
Call Center Representative
LOANMAX Title Loans
08.2016 - 01.2019
High School Diploma -
Charlton County High School
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