Concise Customer Success & Operations Specialist

DELENE GILLEN

Irving, TX

SUMMARY:

● Customer Service and Client Support professional with extensive B2B and B2C experience supporting healthcare, construction services, recruiting, and event-based organizations.

● Proven ability to manage front-end client interactions and back-end operational tasks, including order processing, scheduling, documentation, data entry, and CRM management.

● Known for strong analytical and research skills, a curious, detail-oriented mindset, and the ability to identify gaps, provide clarity, and deliver accurate, timely solutions.

● Adept at coordinating with cross-functional teams to ensure a positive client experience, operational efficiency, and consistent service delivery. PROFESSIONAL EXPERIENCE:

Pollmakers, Arlington, TX Mar

2018 - Present

Customer Service/Phone Surveyor, Part-Time

● Conducted B2C phone surveys using CATI systems to collect accurate consumer data.

● Applied active listening and probing techniques to ensure complete and reliable responses.

● Entered, verified, and maintained data in Excel spreadsheets.

● Verified licensing and regulatory information by contacting jurisdictions and documenting findings.

● Supported client reporting through accurate data submission and organized documentation. Qwick for Freelancers, Dallas, TX Jan

2019 – Mar 2025

Customer Service Rep/Sales

● Delivered high-quality customer service across fine dining, banquet, bar, and casual service environments.

● Processed orders, reservations, and payments accurately while managing high-volume service demands.

● Resolved customer issues promptly to ensure customer satisfaction and repeat business.

● Supported back-end operations including inventory counts, merchandise tracking, and Excel data entry.

● Demonstrated strong multitasking, time management, and attention to detail in fast-paced settings.

Groundworks, Irving, TX Feb

2024 – Feb 2025

Customer Service/ Appointment Specialist

● Provided business-to-business (B2B) client support to Certified Field Inspectors, branch managers, and dealership partners by coordinating schedules, approvals, and field communications.

● Delivered business-to-consumer (B2C) customer service by managing inbound and outbound calls to schedule home inspections and explain service offerings.

● Proactively managed the order and appointment lifecycle, ensuring accuracy, timeliness, and a positive customer experience.

● Assisted with back-end operational tasks including account setup, homeowner approvals, complaint tracking, and documentation updates in Biz Wiz.

● Served as the primary liaison between customers, field inspectors, and internal service teams to resolve issues efficiently.

● Escalated complex service concerns appropriately while maintaining ownership through resolution.

● Maintained organized records to support reporting, service performance, and operational efficiency.

Call Source, Westlake Village, CA Oct

2018 – May 2019

Customer Service/Telemarketer

● Sold newspaper subscriptions through outbound dialing campaigns for major publications.

● Negotiated pricing, promotions, and billing terms while maintaining strong customer rapport.

● Set up customer accounts and processed billing information accurately.

● Balanced sales goals with professional customer service and retention practices. ADDITIONAL EXPERIENCE:

AMN Healthcare, Coppell, TX

Recruiting/Customer Service

● Delivered business-to-business (B2B) client support by partnering with internal recruiting teams and healthcare organizations to support locum tenens staffing needs.

● Provided business-to-consumer (B2C) service to clinicians by conducting intake calls, explaining opportunities, and guiding them through credentialing requirements.

● Acted as a liaison between healthcare providers and internal stakeholders to ensure accurate information flow.

● Managed follow-ups, data requests, and documentation updates within Avature CRM.

● Maintained organized records to support compliance, reporting, and placement readiness.

● Applied research and analytical skills to identify information gaps and resolve data discrepancies.

EDUCATION:

● Faulkner University - Montgomery, AL - Bachelor of Science in Human Resource Management

● Sinclair Community College - Dayton, OH - Applied Associate of Science Degree in Executive Secretarial

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