Frantiasha Gabriel
Pinetops,NC
Summary
With over 10 years of customer service experience, including 3 years at Truist Bank, I offer a wealth of expertise to any role. My background has equipped me with the skills to adeptly handle escalations and navigate high-stress situations. By leveraging my strong problem-solving abilities, I improve customer satisfaction and lead teams through challenging scenarios. With a focus on communication and organization, I am dedicated to enhancing the overall customer experience and achieving optimal results.
Overview
14
14
years of professional experience
Work History
Escalations Manager
Truist Bank
01.2022 - Current
- Provide outstanding, personalized service to all clients by building rapport and providing timely solutions and/or alternatives.
- Follow established policies, procedures, guidelines, regulations and laws to protect both our clients and Truist from any unnecessary risk.
- Demonstrated a consistent track record of success in managing challenging customer situations, resulting in increased trust and loyalty from both customers and colleagues.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
Customer Service Representative
Alorica
01.2015 - 01.2020
- Demonstrated a strong record of accomplishment for working collaboratively on cross-functional and cross-culture teams. Built the logic for a streamlined ad-serving platform that scaled.
- Establish and maintain auditable property records to include Capital Asset folders, supporting document files, document control register, and master hand receipts.
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
Front Desk Receptionist
Waimea Auto Center
06.2011 - 01.2015
- Performed administrative support tasks such as payments, transcribing handwritten information, invoicing, balance sheets and creating spreadsheets and other documents.
- Greeted persons enter the establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.
- Keep the front office clean and greet clients while assisting their needs and make sure they are directed to the correct department for business needs and meetings.
- Scheduled, coordinated and confirmed appointments and meetings.
Education
High school diploma -
Southwest Edgecombe
Pinetops, NC01.2011
Skills
- Leadership
- Interpersonal
- Dependability
- Exceptional Customer Service
- Computer Literacy
- Proficient in Microsoft Products (Operating multiple systems at once)
- Risk Management
- Career Readiness Certificate (Silver)
Timeline
Escalations Manager
Truist Bank
01.2022 - Current
Customer Service Representative
Alorica
01.2015 - 01.2020
Front Desk Receptionist
Waimea Auto Center
06.2011 - 01.2015
High school diploma -
Southwest Edgecombe
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