GABRIELA SANDOVAL

• Placed outbound calls and answered inbound calls for overdue accounts
• Discussed reasons for arrears and assessed payment history to understand delinquency
• Obtained total debt summary from customers to assess program and arrangement eligibility, facilitating team lead approval when needed
• Offered customer assistance tools, including deferrals and settlements, and referred accounts to specialty departments as appropriate
• Recorded detailed interaction logs in Shaw Collections software to optimize account management
• Educated customers on maintaining timely payments and their impact on credit health
• Assisted Team Leads with escalated accounts and performed other tasks as assigned

• Managed client care for the western region, covering BC, AB, SK, and MB.
• Delegated tasks to junior CSR, enhancing response time to enquiries and concerns
• Addressed customer concerns and issues with professional tone to guarantee timely resolution
• Maintained communication with sales manager, facilitating timely responses on large quotes
• Processed and managed orders for all clients with the highest standards from start to finish
• Coordinated with Canada team on blanket orders and U.S. team on towels and lands to meet deadlines
• Traveled to trade shows and distributors to showcase products and worked with regional representatives to secure new customer accounts
• Educated regional representatives on products and decoration processes
• Collaborated with U.S. team to manage orders during inventory shortages

• Reviewed and updated payroll daily to monitor labour costs, submitted summary bi-weekly to head office for analysis
• Supervised sales floor and employees, delegated duties to meet store needs and sales targets
• Ordered supplies to replenish inventory during weekly audits.
• Compiled weekly cost of goods reports to track expenditures and ensure adherence to budgets
• Reviewed and updated payroll daily to monitor labour, submitted summary bi-weekly to head office
• Filled out cost of goods reports on a weekly basis to ensure budgets were met
• Held employees accountable for their performance and provided timely feedback to enhance service quality
• Helped employees accountable for their work and provided timely feedback ensuring better service
• Resolved conflicts for staff and customers by listening and reviewing information

• Answered incoming calls for ticket information, placed outgoing calls for disputes
• Reviewed ticket information and assessed evidence to determine ticket status
• Discussed the dispute process and fines with citizens
• Logged notes for each ticket in ticketing workflow using Tempest software to ensure accurate record-keeping
• Explained dispute process and fines to citizens, providing clarity and support
• Wrote screening reports for adjudication hearings
• Facilitated timely communication by managing supervisor's mail overflow efficiently.
• Performed other supervisor requests as assigned

• Empathy for Customer Service Professionals
• Customer Success Management Fundamentals
• De-Escalating Conversations for Customer Service
• Phone-Based Customer Service
• Call Control Strategies

• Math For Business

Assistant and Store Manager Training:

• Coffee Training
• Leadership and Culture Training
• In‑Store Apprenticeship & Operational Training

Shift Supervisor Training:

• Interpersonal Skills
• Situational Leadership
• Human Resources Practices