Xzavier Gibbes
New Britain,CT
Summary
Professional with strong background in customer service and communication, well-prepared to excel in this role. Known for effectively handling customer inquiries, resolving issues, and adapting to dynamic environments. Skilled in team collaboration, problem-solving, and maintaining high standards of service. Dependable, adaptable, and focused on achieving results while meeting organizational goals.
Overview
4
4
years of professional experience
Work History
Contact Center Representative
Cortica
01.2024 - Current
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
Customer Care Representative
ConnectiCare
04.2022 - 01.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Data Entry Clerk
New York State Department of State
06.2021 - 06.2021
- Completed data entry tasks with accuracy and efficiency.
- Maintained knowledge of 32 different NYS licenses to assist callers.
- Processed referrals, managed mail, and handled up to 125 inbound/outbound calls daily.
- Organized, sorted, and checked input data against original documents.
- Followed established procedures to enter and process data correctly.
- Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
- Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
Education
Associate of Science - Cyber Security
University of Phoenix
Tempe, AZ06-2027
High School Diploma -
Albany High School
Albany, NY06-2010
Skills
- Effective Call Management
- Customer service optimization
- Documentation and reporting
- Issue Resolution
- Problem-solving skills
- Customer service
- Multitasking in High-Volume Environments
- Issue and complaint resolution
- Policies and procedures adherence
Timeline
Contact Center Representative
Cortica
01.2024 - Current
Customer Care Representative
ConnectiCare
04.2022 - 01.2024
Data Entry Clerk
New York State Department of State
06.2021 - 06.2021
Associate of Science - Cyber Security
University of Phoenix
High School Diploma -
Albany High School
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