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Gabriela
Customer Service Agent
Contact
Competencies
Experiencia demostrada en Case & Program Management.
Experiencia demostrada en Administrative Coordination.
Experiencia demostrada en Client & Employee Relations.
Experiencia demostrada en Leadership & Team Support.
Experiencia demostrada en Communication & Active Listening.
Education
Languages
Summary
Customer Service Agent buscando nuevas oportunidades
Experience
Customer Service Agent
Delivered customer experiences through effective communication and problem-solving.. Addressed inquiries, resolved issues, and worked to ensure customer satisfaction.. Previous experience as Team Lead.. Previous experience as Subject Matter Expert.. Previous experience training employees.. Previous experience in a supervisory role.. Worked with underperforming agents through coaching sessions, call monitoring, and action plans.. Oversaw and maintained order on the production floor and ensured company policies were followed.. Supported newly hired agents transitioning from training to production.
Customer Service Agent – Collections Department
Managed inbound and outbound calls to assist customers with payment arrangements, processing payments, account inquiries, and dispute resolution.. Handled billing issues and negotiated payment solutions.. Maintained accurate records of customer interactions and ensured compliance with company policies and financial regulations.. Addressed customer concerns professionally and empathetically.
Human Resources Associate II / Program Administrator
Manage employee hardship assistance cases across North America (U.S. and Canada) and EMEA (Egypt, South Africa and Bulgaria), providing administrative and case-management support to employees experiencing financial hardship.. Review and process assistance applications, communicate with applicants, collect and verify supporting documentation, and track cases through review and decision-making.. Prepare and present cases to the organization’s Board for review and voting.. Maintain records, case tracking, global reports, impact reports, and program documentation.. Manage bank reconciliations and support administration of organization-related financial activities.. Provide administrative support to employees and assist with questions or issues related to organization services and processes.. Maintain and update the organization’s website, employee rosters, records, and internal communications.. Support fundraising initiatives, including event coordination, daily reporting, communications, and follow-up.. Conduct team meetings and training sessions as needed.. Collaborate with teams across multiple countries and functions.
Clinical Psychology Practicum
Provided supervised psychological care to children, adolescents, adults, and older adults with diverse psychological needs.. Participated in clinical interviews, psychological assessment, case follow-up, and treatment planning under professional supervision.. Administered, scored, and interpreted psychological assessment instruments according to established procedures and ethical guidelines.. Prepared and reviewed psychological reports documenting assessment findings and clinical observations.. Provided initial identification and orientation regarding suicide risk situations under licensed professionals’ supervision.. Managed patient scheduling, appointments, and follow-up while maintaining confidentiality and professional standards.. Applied psychological knowledge and intervention strategies using an ethical, empathetic, patient-centered approach.. Adapted communication and intervention strategies to each patient’s age, characteristics, and needs.. Worked with diverse clinical presentations while maintaining professional boundaries and confidentiality.