CNA/Caregiver

KELLY GAMBLE

ARLINGTON, TEXAS *****

817-***-**** ad5dwd@r.postjobfree.com

SKILLS

Customer Focused

Adaptable

Team Player

Independent Thinker

Interpersonal

Detail Oriented

Problem Solver

Compliant

WORK HISTORY

DOORDASH – Arlington, Texas / September 2023 - current

Food Delivery Driver / Personal Shopper

Delivering food and other items in a timely manner while maintaining a high customer satisfaction rating

Using my personal vehicle and following all applicable laws and regulations for operating a commercial vehicle

Maintaining a clean vehicle at all times for delivery of customer food

Communicating with customers on any delays that I might encounter at the place of pick up for the order

Closely following time limits for picking up and delivery to the customers location

GM FINANCIAL - Arlington, Texas November 2018 - September 2023

Customer Service Advocate II

Applied the technique of “WOW” customer experience to inbound loan customers, auto dealers, and 3rd party lenders while complying within strict company metrics guidelines

Executed triage account management protocols to deliver immediate positive results to highly complex accounts while ensuring first call resolution

Achieved career path advancement using established company training course modules to be successfully promoted to Level II Customer Service Advocate

Consistently recognized as a top-level team member in the position through consistent five-star customer surveys, as well as, being awarded as a distinguished GM Financial employee from corporate management and fellow team members of the department.

Payment processing and coordination of customer accounts

Customer account management included updating demographics, reviewed payoff for vehicle and title management process

Cleared title exceptions when customers called after payoff of vehicle loan

Used de-escalation techniques when customers called about concerns for their accounts

Informed vehicle lease customers of options for lease end process included steps to turn vehicle in to a dealership or to purchase the unit

Administrative Clerical Support Specialist

Worked in conjunction with fellow Customer Advocacy team members to converge all pertinent lease information from the consumer to quickly resolve any customer inquiries or situations that involved termination or extension of the lease agreement

Monitored and trained multiple department personnel on how to process end of lease extensions as well as suggestions on situational guidelines and de-escalation of difficult customer issues

Conducted training sessions with various team leaders to establish consistent adherence to federal requirements for the proper processing of lease extensions

Maintained critical documentation using spreadsheets to access customer information to process all end of lease extensions or termination of the customers lease contract agreement.

BRINK'S HOME SECURITY - Dallas, Texas May 2017 - October 2018

Customer Service – Retention and Relocation Specialist

Received inbound inquiries for potential new customers and used established sales techniques to differentiate various program features, equipment capabilities and requirements to obtain new contract agreements for services

Used de-escalation strategies to resolve customer service concerns with the intent to correct discrepancies or misunderstood service agreements as well as suggested amendments to upgrade or extend all contracts to satisfy the customers additional requirements

Revised business and individual customer contracts of established account holders that needed to be relocated to a new address with possible needs of additional services and equipment to facilitate any changes of coverage in the protection of that new location

Provided B2B training to all newly acquired multi-residential property leasing managers/agents of the service plans and the contracted requirements to offer provided security service opportunities of our products to all new residential occupants.

SILVERLEAF RESORTS - Pantego, Texas July 2013 - May 2016

Training and Verification Manager

Successfully developed, created, and established a new employee training manual and course requirements for each of the multiple job positions needed to properly launch the new flagship reservations call center

Call monitoring and quality control of the customer service representatives checking for adherence to the accuracy of the information given to future customers

Coached and mentored team members who needed assistance with the sales process that this position required when speaking with possible customers

EDUCATION

BACHELOR OF BUSINESS ADMINISTRATION/ COMPLETED 90 HOURS

University of Texas at Arlington

September 1990 - January 1995

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