Gabriell Mills
Harrisburg
Summary
Dynamic customer service leader with extensive experience at Unifi Aviation, excelling in complaint resolution and team training. Proven track record in enhancing passenger satisfaction through effective communication and problem-solving. Skilled in order processing and quality assurance, consistently delivering exceptional service while fostering a motivated team environment.
Overview
6
6
years of professional experience
Work History
Customer Service Lead/ Icst System Facilitator
Unifi Aviation/ Harrisburg Customer Service lead
Middletown
10.2024 - Current
- Oversaw daily customer service operations for airline passengers at a major airport.
- Trained and mentored new team members on customer service protocols and systems.
- Resolved customer inquiries and complaints efficiently to enhance passenger satisfaction.
- Coordinated communication between staff and airline representatives during busy periods.
- Implemented best practices for handling difficult situations with professionalism and empathy.
- Monitored team performance to ensure adherence to company policies and procedures.
- Developed training materials for ongoing staff education on customer service standards.
- Assisted in scheduling staff shifts to maintain optimal coverage during peak hours.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Resolved escalated issues from team members or customers in an efficient manner.
- Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
- Consulted with customers regarding needs and addressed concerns.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Ensured compliance with company policies and regulations related to customer service operations.
- Volunteered to handle complaints and issues for manager during busy time periods.
Call Center CSA
DHC Japanese Beauty Company
Mechanicsburg
08.2024 - 12.2024
- Assisted customers with product inquiries and recommendations in a fast-paced environment.
- Processed customer orders efficiently using the company's order management system.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Maintained product knowledge to provide accurate information to customers and enhance service.
- Greeted customers and identified their needs.
- Resolved customer inquiries in a timely manner.
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
Penndot Call Center Representative
Conduit Office
Harrisburg
01.2023 - 01.2024
- Processed motor vehicle registrations and title transfers efficiently.
- Assisted customers with inquiries regarding vehicle licensing and regulations.
- Maintained accurate records of vehicle transactions and customer information.
- Educated clients on required documentation for motor vehicle services.
- Utilized computer systems to update and retrieve vehicle registration data.
- Addressed customer concerns, providing timely solutions and support.
- Coordinated with team members to streamline service delivery processes.
- Issued license plates, stickers, titles and registrations upon completion of required paperwork.
- Assisted customers with vehicle registration, licensing and titling services.
Proprietor Assistant Manager
PA Blind Association/ Post Office
Harrisburg
02.2020 - 05.2022
- Managed daily operations of retail space for community services.
- Assisted customers with inquiries regarding products and services offered.
- Oversaw inventory management and restocked merchandise as needed.
- Developed marketing materials to promote local events and programs.
- Trained staff on customer service best practices and operational procedures.
- Implemented efficient workflows to enhance service delivery during peak times.
- Maintained financial records and processed transactions accurately at point of sale.
- Developed and implemented business strategies to increase sales and profits.
- Maintained records of employee attendance, payroll information, time off requests.
- Identified new markets for products and services to expand customer base.
- Kept building areas organized and functional to promote business productivity and deliver professional appeal to customers.
- Reviewed monthly invoices from suppliers and vendors and ensured timely payment of bills.
- Recruited qualified personnel through job postings, interviews, background checks.
- Advised staff on policies and procedures related to customer service standards.
- Implemented cost-saving measures throughout the organization in order to reduce overhead expenses.
- Prepared financial statements, budgets, and forecasts for business operations.
- Conducted performance reviews with employees in order to identify areas of improvement as well as recognize outstanding achievements.
- Scheduled staff shifts according to demand patterns in order to maximize efficiency and productivity.
- Managed inventory levels to ensure adequate stock while controlling costs associated with ordering more than necessary.
- Ensured compliance with all applicable laws including labor laws and safety regulations.
Education
Cosmetology License - Cosmetology
Lancaster School of Cosmetology
Lancaster, PA11-2022
Skills
- Team leadership
- Complaint handling
- Knowledge management
- Order processing
- Problem solving
- Effective communication
- Team training and development
- Department operations
- Administrative duties
- Interpersonal communications
- Call center
- Call center experience
- Account management
- Telephone etiquette
- Interdepartmental communication
- Payment processing
- Quality assurance
- Order management
- Customer service excellence
- Customer complaint resolution
- Technical troubleshooting
- Member account management
- Microsoft PowerPoint
- Account updating
- Refunds processing
- Courteous demeanor
Timeline
Customer Service Lead/ Icst System Facilitator
Unifi Aviation/ Harrisburg Customer Service lead
10.2024 - Current
Call Center CSA
DHC Japanese Beauty Company
08.2024 - 12.2024
Penndot Call Center Representative
Conduit Office
01.2023 - 01.2024
Proprietor Assistant Manager
PA Blind Association/ Post Office
02.2020 - 05.2022
Cosmetology License - Cosmetology
Lancaster School of Cosmetology