Gloria Wray Crooks
Irvington,New Jersey
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Copywriter
Freelance
06.2020 - Current
- Wrote social media outreach posts on both informational and promotional topics.
- Edited content produced by senior executives, modifying text to conform to company-wide branding standards and publication guidelines.
- Incorporated SEO keywords into copy to increase search results rankings.
- Reviewed and edited final copy for accuracy and oversaw production.
Back Office Specialist
GBS
02.2019 - 07.2020
- Chats, call, and tickets(email): assisted clients and customers with general and in-depth inquiries about the website, deposits, chargebacks, technical support, refunds, etc
- Assisted in developing security measures in identifying and neutralizing scams, credit card rings, and possible unwanted customers
- As a result, we were able to neutralize these by 80% Trained the recruits in the procedures on the company and the use of Kayako,
- Acuitytec , Iovation, and thunderbird
- Developed measures to improve the customer service skill of the team and assisted in implementing and teaching the new skills to my coworkers
- This improved customer satisfaction and increased positive reviews
- Organize, manage, and crate content for the shared documents of the company
- This improved productivity since it was easier to find and manage necessary work material Assisted with the development of the CS SOP and a detailed guide on using a specific aspect of the websites and different programs we use in our daily tasks.
Uber - Driver
Uber
08.2017 - 02.2019
- Promoted to VIP Uber driver since October 2017.
- Planned and adjusted optimal routes based on traffic and weather conditions.
- Generated consistent referrals and repeat business by providing friendly and fast service.
Capital One Bank Representative
Sykes
11.2016 - 08.2017
- Assist the customer with inquiries about credit cards and other loans
- Properly manage sensitive bank information
- Assist customers with queries and other requirements about their bills and credit cards
- Help calculate the taxes, interest, amount of time it would take to pay the debt
- Assist customers with payment arrangements, offer promos and alternative options.
Front
INFW
11.2015 - 01.2017
- Making contact by telephone and email with possible participants of a Knowledge Network
- Interview potential members to ensure they qualify to become part of the knowledge network
- Make sure that all participants in the group can benefit from the arrangement
- Provide specific information to possible members to understand what this group is about.
Call Center agent
Convergys
05.2013 - 01.2016
- End-user tech support
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Promoted available products and services to customers during service, account management and order calls.
Education
Copywriting
Lurn Academy
10.2019 - 02.2020
SEO - undefined
Mentor Roberto Pérez Salaz
Medicine (Pre-Medicine)
Laureate Ulatina
01.2013 - 02.2015
undefined
Colegio Bilingue Caribbean
Computer
INA
01.2011 - 01.2012
Skills
Extensive vocabulary
Technical Support
Sorting and labeling
Good communication skills
Analytical thinking, planning, creativity
Research skills
Timeline
Copywriter
Freelance
06.2020 - Current
Copywriting
Lurn Academy
10.2019 - 02.2020
Back Office Specialist
GBS
02.2019 - 07.2020
Uber - Driver
Uber
08.2017 - 02.2019
Capital One Bank Representative
Sykes
11.2016 - 08.2017
Front
INFW
11.2015 - 01.2017
Call Center agent
Convergys
05.2013 - 01.2016
Medicine (Pre-Medicine)
Laureate Ulatina
01.2013 - 02.2015
Computer
INA
01.2011 - 01.2012
SEO - undefined
Mentor Roberto Pérez Salaz
undefined
Colegio Bilingue Caribbean