Customer Service Care

From: Gesselle Givens *.***********@*****.***

Subject: Resume for Gesselle Givens

Date: March 3, 2025 at 3:46 PM

To: ********.******@******.***

Gesselle Givens Marysville, CA 95901 *.***********@*****.*** +1-209-***-**** Professional Summary

Customer care specialist with over 7 years of experience delivering exceptional service across customer support, shipping, receiving, and telemarketing. Consistently achieved a 95% customer satisfaction rate and reduced shipping errors by 20% through process improvements. Proficient in using CRM software, resolving complex customer issues, and maintaining accurate records. Skilled in managing cross- functional teams, negotiating contract terms, and developing SOPs to enhance operational efficiency. Work Experience

Customer Service Representative Ameri Fleet Solutions - Sacramento, CA October 2024 to Present

• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction. • Processed over 200 billing inquiries per week, maintaining a 98% accuracy rate and resolving issues within 24 hours on average. • Proactively followed up with customers after issue resolution to ensure ongoing satisfaction. • Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution. • Demonstrated strong time management skills, efficiently prioritizing tasks and ensuring timely follow-up.

Customer Care Specialist Powur, PBC - Sacramento, CA February 2023 to May 2024

• Handled customer calls, chats, and emails in a timely manner, assisting with warranty and product inquiries. • Collaborated with teams to resolve complex customer issues, maintaining a 90% issue resolution rate within the first contact. • Used CRM software to document all customer interactions, ensuring accurate records and follow-up actions. • Maintained in-depth product knowledge to address customer concerns and improve satisfaction by 15%.

Front Desk Clerk Motel 6 / Studio 6 - Sacramento, CA March 2023 to April 2024

• Greeted and checked in guests, ensuring a positive first impression and providing exceptional customer service. • Managed incoming calls and directed them to the appropriate department, ensuring prompt issue resolution. • Reconciled daily sales reports with minimal discrepancies, maintaining a 98% accuracy rate.

Shipping and Receiving Lead World Class Distribution - Stockton, CA June 2018 to September 2022

• Led a team of 15 shipping associates, reducing shipping errors by 30% and improving on-time deliveries by 25%. • Developed and implemented standard operating procedures (SOPs) for inventory control and shipping processes. • Trained new employees on proper handling, storage, and tracking of inventory, improving overall efficiency. Shipping/Receiving Lead Valley Fine Foods - Yuba City, CA January 2021 to January 2022

• Negotiated contract terms and prices with vendors, suppliers, and carriers, resulting in a 10% reduction in shipping costs. • Troubleshot issues related to shipping and receiving, ensuring compliance with corporate procedures. • Managed records and shipment data, maintaining a 95% accuracy rate in inventory tracking. Telemarketing Sales Representative Pink Spots - Belmont, CA April 2019 to February 2021

• Trained new hires and led a large team of offshore telemarketers to meet performance benchmarks. • Reached out to multiple potential accounts each month, contributing to a 20% increase in client acquisitions. Customer Service Representative Vista Energy - Sacramento, CA May 2017 to December 2018

• Enrolled customers into affordable utility plans via third-party suppliers, achieving a 15% increase in enrollments. • Educated customers on saving money through utility programs, improving customer satisfaction by 10%. Education

City College San Francisco

Skills

• Telemarketing • CRM Software (Zendesk, Talkdesk, Salesforce) • Shipping & Receiving • Problem-Solving • Time Management • ERP Systems • Quality Control • Help Desk & Technical Support

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