Gia F. Hemley
Saipan
Summary
I am an experienced customer service representative looking forward to sharing my skills by serving customers. From my experience, patience and creativity are my strongest suits. Knowing there's always a way to get through a problem. Genuinely listening allows me to serve customers depending on their needs, taking into consideration the situation from a professional and empathized point of view. Customers just want to be fully heard and understood. I'm confident in what I've learned so far. My current skills will continue to develop with more interactions, and I look forward to more growth in all directions.
Overview
2
2
years of professional experience
Work History
Customer Care Representative
IT&E Main Office
10.2021 - Current
- Assumed lead position in June 2023 until present, following up with customers, assisting with trouble tickets, monitoring the call flow, and handling supervisory calls if needed
- Always aiming for first-call resolution, working with the proper departments to resolve issues efficiently
- Upsold products and strategies based off of the customer's present interest
- Kept records of customer requests, interactions, and orders for colleagues to view for a coherent workflow
- Met customer call guidelines for service levels, handle time and productivity
Education
High School Diploma -
Mount Carmel High School
Chalan Kanoa, Saipan 9695005.2021
Skills
- Responded Proactively and Positively to Rapid Change
- Cross-trained and Backed Up Other Customer Service Agents
- Open Communication Skills
- Recordkeeping Strengths
- Work Prioritization
- Positive/Patient/Calm Demeanor
- First Call Resolution
- Product and Service Knowledge
- Leadership Skills
- Team Environment
- Continuous Interest for Learning
- Creative Resourcefulness
Languages
English
Upper intermediate (B2)
Timeline
Customer Care Representative
IT&E Main Office
10.2021 - Current
High School Diploma -
Mount Carmel High School
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