Customer Service Call Center
Resume:
Gabriella MackInday
OBJECTIVE
Pursuing an opportunity where I can utilize my skills in your organization. I firmly believe that my credentials and experience will meet this organization’s expectations.
EXPERIENCE
Spectrum/Time Warner Cable
Dates Attended: January 2014-November 2021
Primary Responsibilities:
Spectrum
I was a Billing Lead. I was responsible for answering questions in a timely and accurate manner. I assisted in de-escalating calls and took escalated calls as well. I managed the metric of Average Handle Time and came up with incentives in order to motivate the team to do well and keep them engaged. I recognized their achievements in the form of Kudos calls, in team meetings, and personally on the floor as well. I have facilitated team meetings in order to keep the team current on any upcoming changes or new products. Upon being hired in McAllen I was tasked to assist in developing a Billing curriculum and job aids. I co facilitated the first billing wave and instructed the majority of the Billing portion due to my years of Billing knowledge that I gained from starting with the company as a Billing agent and ability to interact with the class.
Lower Rio Grande Valley Development Council Police Academy
Dates Attended: November 2014-June 2016
Primary Responsibilities:
I have been an Adjunct Instructor for both the day and night police academy in Harlingen. I prepared both printed and power point material for the class including tests that must be submitted to the Texas Commission on Law Enforcement the governing agency for all law enforcement agencies in the state of Texas. My duties included managing the class attendance which is also submitted to the Texas Commission on Law Enforcement. I ensured the class comprehended complex information that would be essential to their understanding of their job function and ensured the class understood the best methods of communication in their new career.
T-Mobile USA Retail Store
Dates Attended: April 2011-January 2013
Primary Responsibilities:
As a key member of Management, I was in charge of coaching our associates to improve their sales techniques and metrics. I interviewed individuals and made recommendations in the hiring process the store was the designated training store and I assisted in scheduling training. I facilitated meetings and oversaw the training of our entire team. I made executive decisions regarding merchandise pricing and discounts, and assisted in the closing of sales as needed. My other managerial responsibilities included: opening and closing the store, scheduling, handling Human Resource issues, inventory, and deposits.
T-Mobile USA (Call Center)
Dates Attended: February 2008-April 2011
Primary Responsibilities:
As a Bilingual Senior Representative and Acting Coach I was responsible for ensuring that our team exceeded the expectations set by T-Mobile. I was in charge of managing and coaching the team as a whole as well as performing side by side coaching to ensure optimal performance of every representative. I would create S.M.A.R.T. plans based on coaching with individual representatives to help improve performance. I was responsible for monitoring the three-major metrics: C.R.T., C.T.S., and M.R.C. by monitoring tools such as R.T.A., as well as quality. I would run daily, weekly, and monthly reports. I was in charge of our entire team’s incentives, and motivated my representatives to improve performance.
Valley Aids Council
Dates Attended: October 2006 to December 2007
Primary Responsibilities: Facilitate groups by networking and conducting presentations for agency and community social service providers. Offered outreach in a variety of settings including but not limited to: bars, parks and anywhere at-risk individuals may gather. Services I would provide included free testing for HIV, sexually transmitted diseases and Hepatitis A, B, and C. I would also provide individual referrals to different agencies or facilities to meet the needs outside of the services that we provided. I maintained timely and accurate documentation of all client contacts and submitted monthly reports. I was bound by confidentiality agreements and HIPA.
Pinnacle Medical Management
Dates Attended: July 2006-October 2006
Primary Responsibilities: Traveled to and administered specimen collections for drug and alcohol testing at various sites for both annual and random testing. Coordinated and supervised my own team to travel to different sites for testing. I interviewed, hired and conducted training of subordinate employees. Maintained detailed confidential medical records and managed schedules. I was responsible for marketing and securing new clients as well as keeping a high level of customer service.
City of Harlingen Police
Dates Attended: March 2003 to March 2005
Primary Responsibilities: I was responsible for receiving emergency and non-emergency calls for information and assistance via telephone, teletype, and directed all calls to the appropriate source of assistance. I was able to prepare, maintain, and update reports and files while prioritizing multi tasks in a high volume, high pressure work environment. I operated complex computers, telephone equipment, recording devices, E-911 PSAP, Teletype Device for the Deaf (TTY,) and other technical equipment. I also assisted in monitoring and training new hires.
Pittman and Davis
Dates Attended: Seasonal 2001-2005
Primary Responsibilities: Responsible for managing all customer service activities such as pre-sales and billing accounts. I also resolved customer requests, questions, and complaints while frequently requiring analysis of situations to determine the best use of resources. I served as a liaison between the customer and various departments. I also solicited sales, provided pricing and delivery information, processed orders, set up new accounts, maintained records, prepared reports, and clerical duties.
Valley International Airport
Dates Attended: January 2001-September 2001
Primary Responsibilities: I was responsible for receiving emergency and non-emergency calls for information and assistance via telephone, teletype, and directed all calls to the appropriate source of assistance. I was able to prepare, maintain, and update reports and files while prioritizing multi tasks in a high volume, high pressure work environment. I operated complex computers, telephone equipment, recording devices, E-911 PSAP, Teletype Device for the Deaf (TTY,) and other technical equipment. I also assisted in monitoring and training new hires.
City of Port Isabel Police
Dates Attended: October 1995-December 2000
Primary Responsibilities: I was responsible for receiving emergency and non-emergency calls for information and assistance via telephone, teletype, and directed all calls to the appropriate source of assistance. I was able to prepare, maintain, and update reports and files while prioritizing multi tasks in a high volume, high pressure work environment. I operated complex computers, telephone equipment, recording devices, E-911 PSAP, Teletype Device for the Deaf (TTY,) and other technical equipment. I also assisted in monitoring and training new hires.
EDUCATION
Lower Rio Grande Development Council Police Academy
2013
Certificate Basic Peace Officer
TCOLE
1995
Certified Basic Tele-Communicator and TCIC/NCIC Procedures School
Certified in Police, Fire, and EMS call taking. Proficient in TCIC/NCIC System
TCOLE
1995
Certified Police Instructor
CBM Education
1988
Certificate as an Administrative Office Specialist
Certified in office skills such as pc, fax, 10-key calculator by touch, and other office equipment
LANGUAGES
English
Spanish
References
Chief Alvaro Garcia
Palm Valley Police Department
City of Palm Valley City Hall
1313 N. Stuart Place Road
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