Overview
Work History
Education
Skills
Websites
Language Competencies
Internships Experience
Timeline
Generic

Gwendolin Webb

Everett,WA

Overview

7
7
years of professional experience

Work History

Tier 1 Representative

SEIU 775
- Current
  • Taking 50-80 inbound calls in a call center environment answering questions about specific member plans
  • De-escalating member issues
  • Transferring to correct SEIU 775 department
  • Helping member schedule for training
  • Escalate training cases to the specific department.

Remote Contract Tier 1 Representative

Aston carter/ SEIU775
03.2023 - 09.2023
  • Taking 50-80 inbound calls in a call center environment answering questions about specific member plans
  • De-escalating member issues
  • Transferring to correct SEIU 775 department
  • Helping member schedule for training
  • Escalate training cases to the specific department.

Call center customer Representative Lead Specialist

Workforce Snohomish
09.2020 - 06.2022
  • Accountable for scheduling appointments for employers to obtain licenses and certification needed for various occupations
  • Specific duties consisted of collecting payments, sending receipts, and score reports to the proper department
  • Maintain a high-volume workload within a fast paced environment
  • Assisted an average of 600 clients in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume)
  • Helped company attain the highest client service ratings (as determined by external auditors) - earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness
  • Completed voluntary client relations training to learn ways to enhance customer satisfaction and improve productivity
  • Managed the escalated service concerns
  • Educated clients on the program as well as navigation of the website
  • Take a high volume of inbound calls (50-70 per day) and a handful of emails.

Marketing assistant

Best Buy
05.2019 - 01.2020
  • Builds sales solutions that engages the customer and drive profitability
  • Directly supervises, trains, develops, and retains key holders and associates
  • Celebrates and recognizes successful moments everyday
  • Encourages friendly and fun internal competition complete with bragging rights
  • Integrates strategic partnerships to further sales, training, and customer success initiatives
  • Builds a diverse pipeline of talent for future opportunity.

Contract Customer Success Manager/Customer Service Representative

Northwest Administrator
10.2018 - 11.2019
  • Responsible for managing 45+ accounts in the manufacturing industry while ensuring quality service
  • Promptly respond to customer inquiries in person or via phone, email, mail, or social media
  • Quickly and efficiently open customer accounts by accurately recording account data
  • Maintained financial accounts by processing customer adjustments timely and professional
  • Increased customer base by 30% during the year 2019 due to the delivery of quick service.

Marketing event Coordinator/Telephone Sales Representative

Connecticut Business, Industry & Association
02.2016 - 09.2018
  • Developed and improved the capabilities of the sales representative team over two years
  • Received 97% satisfaction rating from customers after completed phone or video calls
  • Kept records of customer interactions, processed customer accounts, and file documents
  • Collaborated with the team to quickly resolve customer complaints with the appropriate action
  • Track and report event metrics to evaluate the performance and ROI of the STEM program
  • Planned, oversee, and direct the yearly fair STEAM program
  • Effectively managed approximately 100 incoming calls daily.

Office Manager/Administrator

JH Metal & Black Oxide
03.2014 - 02.2016
  • Used strong communication skills to collaborate with team members to ensure efficient service
  • Created and maintained office forms and procedures
  • Processed orders, determining charges, oversaw billing and payments, and was Responsible for Payroll
  • Greeted and welcomed clients with a warm, friendly and positive attitude
  • Coordinated the repair and maintenance of office supplies and equipment bi-weekly
  • Recognized for outstanding service to clients and dedication to fellow employees.

Education

Bachelor Of Applied Science In Information Technology - Computer And Information Sciences

Independence University
Salt Lake City, UT

Skills

  • Mastery of Microsoft Office (Word, Excel, PowerPoint) and Google Suite (Docs, Sheets, Slides)
  • Comfortable working in both Microsoft Windows 11 and Mac OS X
  • NADCAP & IOS knowledge
  • Application tracking system (ATS)
  • ADA/FMLA case Management
  • Payroll management
  • Excellent communication skills with a focus on team building and customer relations
  • Outstanding organizational, multitasking, and problem-solving abilities
  • Knowledge of using PDF Files
  • Project Management Professional certification
  • Call Center Experience
  • Attention to Detail
  • Excellent Communication
  • Time Management
  • Positive Attitude
  • Process Improvement
  • Sales Techniques
  • Adaptability and Flexibility
  • Complaint Handling
  • Performance Monitoring
  • Customer Service Orientation
  • Decision Making
  • Teamwork and Collaboration
  • Problem Solving
  • CRM Software Proficiency
  • Interpersonal Skills
  • Active Listening
  • Computer Literacy
  • Telephone Etiquette
  • Conflict Resolution
  • Strong Work Ethic
  • Empathy and Patience
  • Technical Proficiency
  • Product Knowledge
  • Training and Development
  • Goal Oriented
  • System Optimization
  • Incident Management
  • Technical Documentation
  • User Support
  • Help Desk Support
  • Incoming Call Management
  • Component Replacement
  • Customer Needs Assessment
  • Documentation Development
  • Service Schedule Coordination
  • Call Management
  • System Maintenance
  • Report Preparation
  • Supply Management
  • User Training
  • Project Coordination
  • Account Administration
  • Requirements Definition
  • Customer Service
  • Desktop Support
  • Technical Troubleshooting
  • Online Chat Support
  • Employee Computer Support
  • Customer Service Expert
  • Issue and Resolution Tracking
  • Database Management
  • Workforce Planning
  • Training Materials Development

Language Competencies

  • English, native language
  • Portuguese, intermediate (reading); basic (writing)

Internships Experience

  • Best Buy, Marketing assistant, 05/01/19, 2020, Builds sales solutions that engages the customer and drive profitabilityDirectly supervises, trains, develops, and retains key holders and associatesCelebrates and recognizes successful moments everydayEncourages friendly and fun internal competition complete with bragging rightsIntegrates strategic partnerships to further sales, training, and customer success initiativesBuilds a diverse pipeline of talent for future opportunity
  • JH Metal & Black Oxide, Office Manager/Administrator, 03/01/14, 02/01/16, Used strong communication skills to collaborate with team members to ensure efficient service., Created and maintained office forms and procedures., Processed orders, determining charges, oversaw billing and payments, and was Responsible for Payroll., Greeted and welcomed clients with a warm, friendly and positive attitude., Coordinated the repair and maintenance of office supplies and equipment bi-weekly., Recognized for outstanding service to clients and dedication to fellow employees.

Timeline

Remote Contract Tier 1 Representative

Aston carter/ SEIU775
03.2023 - 09.2023

Call center customer Representative Lead Specialist

Workforce Snohomish
09.2020 - 06.2022

Marketing assistant

Best Buy
05.2019 - 01.2020

Contract Customer Success Manager/Customer Service Representative

Northwest Administrator
10.2018 - 11.2019

Marketing event Coordinator/Telephone Sales Representative

Connecticut Business, Industry & Association
02.2016 - 09.2018

Office Manager/Administrator

JH Metal & Black Oxide
03.2014 - 02.2016

Tier 1 Representative

SEIU 775
- Current

Bachelor Of Applied Science In Information Technology - Computer And Information Sciences

Independence University

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