Hi, I’m
Gloria Oldaker
Temple,TX
Summary
Adept at managing high-stress situations, I significantly enhanced customer loyalty and team efficiency at Baylor Scott & White Medical Center. Skilled in both critical thinking and Microsoft Excel, I excel in resolving complex customer issues, improving call abandonment rates by developing new procedures, and fostering positive customer relationships through effective communication and problem-solving abilities. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
13
years of professional experience
Work History
City Of Temple, Texas - City Government
Customer Service Representative
2023.09 - Current (1 year)
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Baylor Scott & White Medical Center
Customer Service Advocate I
2023.01 - 2023.09 (8 months)
Job overview
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Pop-a-lock Locksmith Houston
Emergency Road Service Dispatcher
2011.06 - 2022.12 (11 years & 6 months)
Job overview
- Reduced call abandonment rates by effectively managing high call volumes during peak hours.
- Assisted in the development of new standard operating procedures to increase overall department efficiency and effectiveness.
- Provided exceptional customer service to distressed callers while obtaining necessary details for appropriate action.
- Coordinated with tow truck operators for quick vehicle recovery, minimizing traffic disruptions due to accidents or breakdowns.
Coufalprater Equipment
Office Coordinator
2012.05 - 2015.03 (2 years & 10 months)
Job overview
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Provided administrative support to staff members, assisting with daily tasks as needed to promote productivity across the organization.
- Tracked records, filed documents, and maintained communication between clients to manage office activities.
- Served as a point of contact for clients visiting the office, providing exceptional customer service that increased client retention rates.
- Participated in workshops and in-service meetings to enhance personal growth and professional development.
- Responsible for cash purchases of agricultural equipment, managed money deposits, and transferred equipment titles of ownership.
Education
Auguste Escoffier School of Culinary Arts , Boulder, CO
Associate of Arts from Restaurant And Culinary Management
06.2021
University Overview
- 4.0 GPA
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Payment Processing
- Professional telephone demeanor
- Call Center Operations
- Administrative Support
- Documentation
- Team Development
- Customer Relationship Management (CRM)
- De-Escalation Techniques
- Building rapport
- Quality Control
- Clerical Support
- Live chat support
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
- American Heart Association Basic Life Support (BLS) – American Heart Association.
Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteHybridImportant To Me
Career advancementWork-life balanceFlexible work hoursPaid time offWork from home optionHealthcare benefitsPaid sick leave401k matchStock Options / Equity / Profit SharingTeam Building / Company RetreatsPersonal development programs4-day work weekCompany CultureTimeline
Customer Service Representative
City Of Temple, Texas - City Government
2023.09 - Current (1 year)
Customer Service Advocate I
Baylor Scott & White Medical Center
2023.01 - 2023.09 (8 months)
Office Coordinator
Coufalprater Equipment
2012.05 - 2015.03 (2 years & 10 months)
Emergency Road Service Dispatcher
Pop-a-lock Locksmith Houston
2011.06 - 2022.12 (11 years & 6 months)
Auguste Escoffier School of Culinary Arts
Associate of Arts from Restaurant And Culinary Management
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