Gracie Abigail Ibanez-Rodriguez
Alamo
Summary
Dedicated and compassionate customer service professional with 8+ years of experience supporting clients in retail, financial services, and call center environments. Skilled at building rapport, resolving customer concerns, and delivering efficient solutions in both English and Spanish. Recognized for strong communication, multitasking, and problem-solving skills, with a proven track record of improving customer satisfaction and retention.
Overview
7
7
years of professional experience
Work History
Customer Service Representative (Bank of America)
TTEC
01.2022 - 01.2023
- - Handled 15+ customer calls per hour in both Spanish and English, maintaining professionalism and empathy.
- - Consistently ranked among the top performers in training and production, achieving #1 in training class for performance and accuracy.
- - Reduced customer wait times by 7+ minutes through efficiency and product knowledge.
- - Multitasked effectively using three monitors to navigate complex systems while assisting customers.
- - Collaborated with a team of 25+ representatives to meet and exceed service-level goals.
Teller / Customer Service Specialist
Barri Financial Group
01.2019 - 01.2021
- - Delivered financial services including check cashing, loan payments, and account transactions with accuracy and confidentiality.
- - Managed high-volume cash handling, reconciling drawers with $100K+ daily without errors.
- - Strengthened bilingual communication skills (Spanish & English) by assisting diverse customers.
- - Enforced strict opening and closing procedures to safeguard employees, assets, and client funds.
- - Leveraged computer systems throughout daily 8+ hour shifts to process transactions and maintain records.
- - Supported teamwork by collaborating with colleagues to ensure smooth operations and excellent customer service.
Customer Service Representative
Costco Wholesale Corporation
01.2016 - 01.2017
- - Provided high-quality customer support in a fast-paced retail environment for a Fortune 500 company.
- - Resolved customer concerns by clarifying issues, identifying solutions, and expediting resolutions.
- - Processed product orders, applications, and service requests with accuracy and professionalism.
- - Built long-term customer relationships through proactive communication and problem resolution.
- - Ensured compliance with company policies and procedures while maintaining service excellence.
Education
Business Marketing
University of Texas Rio Grande Valley
High School Diploma - undefined
IDEA Public Schools
01.2015
Skills
- Bilingual: Fluent in English & Spanish
- Customer Service & Relationship Building
- Troubleshooting & Problem Resolution
- Retail & Banking Transactions
- Cash Handling & Reconciliation
- Multitasking & Time Management
- Communication & Interpersonal Skills
- Sales & Upselling Strategies
Timeline
Customer Service Representative (Bank of America)
TTEC
01.2022 - 01.2023
Teller / Customer Service Specialist
Barri Financial Group
01.2019 - 01.2021
Customer Service Representative
Costco Wholesale Corporation
01.2016 - 01.2017
Business Marketing
University of Texas Rio Grande Valley
High School Diploma - undefined
IDEA Public Schools
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