Customer Service & Claims Support Specialist

Gabriela Leon

Tucson, AZ ***** +1-520-***-**** *********@*****.***

Professional Summary

Resourceful customer service representative with 10+ years of experience in high-volume retail environments, specializing in enhancing customer satisfaction and loyalty. Proven track record of resolving complaints effectively and training new staff to uphold service standards. Demonstrated ability to manage transactions accurately and efficiently, contributing to a 35% improvement in customer satisfaction ratings. Seeking to leverage extensive customer service skills to excel in a front counter role.

Work Experience

Customer Service Representative/Unemployment Insurance Valor Global Tempe, AZ

Claim Processing and Support

• Guiding Applications: Assisting claimants with the step-by-step process of applying for UI benefits online or via the telephone system.

• Weekly Certifications: Helping users navigate the Weekly Claim System to report their weekly eligibility status and gross earnings.

• Portal Troubleshooting: Walking users through technical navigation issues on the single-system DES Cactus Portal

• Answer any general unemployment claims questions Eligibility Specialist

Valor Global Tucson, AZ

January 2026 to Present

Customer service

LIHEAP application adjudication

Detailed Paperwork management

Phone calls if needed

Remote work

Seasonal Cashier/Customer Service

Burlington Stores Tucson, AZ

October 2025 to January 2026

• Provided exceptional customer service to a high volume of customers during peak holiday season

• Assisted customers with returns, exchanges, and refunds in accordance with company policies

• Resolved customer complaints and issues promptly and effectively, ensuring customer satisfaction

• Maintained a positive and friendly demeanor while handling difficult or irate customers

• Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments

• Maintained a balanced cash drawer at all times, reconciling discrepancies promptly

• Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns

• Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed Cashier/Customer Service

Dollar Tree Tucson, AZ

March 2025 to September 2025

• Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments

• Maintained a balanced cash drawer at all times, reconciling discrepancies promptly

• Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns

• Assisted in training new cashiers on proper procedures for handling transactions and resolving customer issues

• Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed

• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction

• Maintained a high level of product knowledge to effectively assist customers with their questions and concerns

• Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty Sandwich Artist/Cashier

Subway Tucson, AZ

October 2024 to March 2025

• Prepared and assembled sandwiches, wraps, and salads according to customer specifications

• Maintained a clean and organized work area, following food safety guidelines at all times

• Provided excellent customer service by greeting customers, taking orders, and answering questions about menu items

• Operated cash register accurately for order processing and handled cash transactions efficiently

• Managed inventory levels of ingredients and supplies to ensure availability during peak hours

• Greeted and welcomed customers upon arrival, providing a warm and friendly atmosphere

• Maintained a clean and organized lobby area, creating a positive first impression for guests

• Assisted in coordinating reservations for large parties or special events, ensuring smooth execution of seating arrangements

Sales/Marketing Representative

Televerde Goodyear, AZ

August 2018 to July 2024

• Provided exceptional customer support via phone, email, and chat channels

• Maintained a high level of professionalism and empathy while addressing customer concerns

• Managed a high volume of incoming calls and emails in a fast-paced environment

• Developed and executed comprehensive marketing strategies to increase brand awareness and drive customer acquisition

• Managed end-to-end execution of multi-channel marketing campaigns, including email marketing, social media advertising, and content creation

• Collaborated with cross-functional teams to create compelling messaging and creative assets that resonated with target audience

• Provided exceptional customer service by promptly addressing inquiries and resolving issues, resulting in a 35% improvement in customer satisfaction ratings

• Developed and maintained strong relationships with key clients, resulting in a 65% increase in repeat business

• ISR Experience.

Certified Recovery Support Specialist

Substance abuse program management Phoenix, AZ

May 2020 to September 2023

• Provided one-on-one support to individuals with mental health challenges, offering empathy, understanding, and encouragement

• Facilitated group therapy sessions focused on coping skills, stress management, and building healthy relationships

• Collaborated with a multidisciplinary team to develop personalized treatment plans for clients based on their unique needs and goals

• Advocated for clients' rights and access to resources within the community, ensuring they received appropriate support services

• Assisted in crisis intervention situations by providing emotional support and connecting individuals to emergency services when necessary

• Maintained accurate documentation of client interactions, progress notes, and treatment outcomes in compliance with confidentiality guidelines

• Participated in regular supervision meetings to discuss client cases, share insights, and receive guidance from senior staff members

• Supported clients in developing independent living skills such as budgeting, time management, meal planning, and self-care routines

Cashier/Customer Service

Fry's Food & Drug Store Mesa, AZ

October 2012 to March 2014

• Processed customer transactions accurately and efficiently, handling cash, credit card, and mobile payments

• Provided exceptional customer service by greeting customers, answering questions, and resolving any issues or concerns

• Managed cash register drawer with precision, balancing daily sales and reconciling discrepancies

• Handled product returns and exchanges according to company policies while maintaining a friendly demeanor

• Utilized point-of-sale (POS) system to process discounts, coupons, gift cards, and loyalty rewards for customers

• Performed inventory management tasks such as restocking merchandise at the checkout area as needed

• Maintained knowledge of current promotions, sales events, and store policies to effectively assist customers with their inquiries

Cashier/Customer Service

Burlington Coat Factory Burlington Stores

Education

Communications (Bachelor's degree)

Ashland University Remote

October 2023 to March 2025

Communications (Associate of Applied Science)

Ashland University Remote

July 2018 to August 2023

High school diploma

Math And Science Success Academy Goodyear, AZ

July 2016 to February 2018

Communications (Bachelor's degree)

Communications (Associate's degree)

High school diploma or GED

Skills

Computer operation Basic math Cash handling Organizational skills Stocking Customer service problem-solving Achieving sales targets Customer service Client relationship management Solar sales Customer engagement Phone communication Record keeping Attention to detail Customer relationship management Media sales Communication skills Objection handling (sales technique) Cross-selling Microsoft Word Phone customer support POS Mental health and behavioral care Teamwork Account management Property management tools CRM system proficiency Customer issue escalation Product demos Handling customer inquiries Direct selling Microsoft Excel Appointment scheduling Customer communication Sales Computer literacy Industry knowledge of financial regulations Client interaction via phone calls Cash register Salesforce Phone etiquette Outbound calling Client email correspondence Retail sales Customer relationship building Decision making Consultative selling Productivity software Dependability Closing sales Computer skills Balancing cash drawers Upselling Presentation software Managing client accounts Customer support Typing Writing skills Conducting sales calls Interpersonal skills Languages

English - Fluent

Certifications and Licenses

Food Safety Certification

Food Handler Certification

Certified Recovery Specialist

August 2026

Life Insurance License

Certified Social Worker

Additional Information

Authorized to work in the US for any employer

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