Gabrielle Touze is a results-driven professional with over 6 years of customer service experience. She currently works as a Client Service Representative for BlueHills Bank, where she manages client accounts, trains new representatives, and produces reports for senior management. Previously, she was a Retail Banker Specialist and Residential Counselor. She has strong communication, problem-solving, and multi-tasking skills and is proficient in Microsoft Office, relationship management, and quality assurance. Gabrielle is pursuing a BS in International Business from New England College of Business and Finance and is bilingual in French and Haitian Creole.
To utilize and implement my work related experiences of demonstrated leadership,
organization, and critical thinking with excellent communication skills, customer service, and hard work ethic. Maintain a team player mentality to improve all working relationships. Showcase the ability to become a valuable asset to any part of the company by relying on my strong skills.
A dedicated, results-oriented business professional that is capable of managing multiple projects at once. Great ability to communicate clearly and concisely. Great ability to establish and maintain effective relationships with clients, employees and management. Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. Expertise in handling escalated situations. Resolve complaints and concerns at first point of contact. Great listening skills, very dependable, reliable and organized. Works well independently, or as part of a team and always lead by example: excellent team leadership and supervision skills.
Building strong relationships with our ever-expanding client base. They work on the front line to ensure that every estimate and order is handled professionally and meets the quality expectations of our clients.
- Establish and build client relationships
- Efficient order-taking and job analysis
- Quality Assurance -- final quality check
- Coordination of files for accuracy in reordering
Under the direction of the Customer Service Manager, the Customer Service Representative serves as the primary contact for external and internal customers, is responsible for making judgements and discretionary decisions that affect the operations of the organization and effectively communicates those judgements and decisions to the customer. The Customer Service Representative is also responsible for appropriately communicating customer requirements to the manufacturing team, in accordance with company policies and procedures.
The supervisor is often responsible to represent the employee's requests and to management, along with also representing the employee's case for deserving a reward. For example, if an employee deserves a promotion, the supervisor often must justify the case for promotion to the supervisor's supervisor, as well. If the employee has a rather unique personal situation that warrants special consideration by the rest of management, the supervisor must explain this situation and how it can be handled. It's not unusual for employees to sometimes see the supervisor as part of "management" while at other times seeing the supervisor as a personal friend. Develop a strategy the team will use to reach its goal
1. Information Classification: Limited Access
Page 1
GABRIELLE TOUZE
63 CHATHAM WEST DRIV E
BROCKTON, MA 02301
CELL: (617) 259-9974 GABOTTE0619@GMAIL.COM
EXECUTIVE SUMMARY
As a result driven and self-motivated professional with over 6 years of customer service experience, I have a
proven track record of meeting and exceeding full customer satisfaction even in high risk and fast paced
environments. Specializing with at risk and sensitive clients, I am able to deliver real time reporting to clients on a
consistent basis as well as provide solutions for complex and time sensitive inquiries given my analytical, problem
solving, and multi-tasking skills. Able to work effectively in a team or independently, I am fully capable of meeting
tight deadlines with little to no supervision as my excellent written and verbal communication skills allow me to
resolve issues with senior management directly.
WORK EXPERIENCE
BlueHillsBank |Hyde Park, MA May 2015- Present
Client ServiceRepresentative
Collaborate with internal client support teams and management to improve client service & business productivity
Manage and monitor clients’ cash deliverables, internal transfers, and overdrafts
Train and coach newly hired client service representatives
Produce summary reports to senior management which require immediate attention
Analyze and plan workflow to mitigate risk and exposure by monitoring overdrafts and un-invested cash
Establish and maintain positive client relationships to retain clients’ business
Audit and verify client documentation for account openings including trust accounts and IRAs
Serve as the liaison between sale representatives and relationship managers to retain clients, cross sell, grow and
enhance customer satisfaction
Consult, research, and resolve time sensitive customer service inquiries
Conduct weekly, bi-weekly, monthly and quarterly conference calls with clients to identify and implement
resolution to any pending or open ad hoc matters which require immediate attention
RandolphSavingsBank |Randolph, MA October2012- April 2015
RetailBanker Specialist
Served as the primary liaison between managers, internal customer support team, and management to improve
customer service and business productivity.
Effectively communicated customer feedback to technical teams in order to develop enhanced processes
Tracked and resolved accounting and income related matters including non-receipts, claims, tax reclaims, shares,
price and term loan discrepancies
Prepared documentation and reports on routine customer correspondence for cash activity, accounting
discrepancies and corporate action
Maintained weekly reports on customer inquiries, responses and feedback so as to develop customer service
analytics and trends
Ensured timely resolution around clients’ account receivable, accounts payable, and liquidity management
concerns
Accessed the company’s internal systems to obtain and extract client cash/market activity information and provide
client service management with the data for inclusion in various scheduled and special reports
2. Information Classification: Limited AccessPage 2
GABRIELLE TOUZE
Charles River Center, Needham, MA March 2011- April 2012
Residential Counselor
Aided in all aspects of daily life and personal care including navigating transportation, coordinating physical
exercise, preparing well-balanced meal
Maintained thorough and accurate records, correspondence and statistics.
Completed necessary documentation in a timely, accurate complete and legible manner.
Provided assistance for two assigned residents with mental and behavioral challenges
Served as an integral part of the team to attain the required rehabilitation objectives of the clients through
progress charts
Sustained excellent compliance with all established procedures, policies, and regulations, as well as
proactively contribute to other operational efforts through additional duties handling
Supported clients personal, career and educational goals as well as encouraged responsibility and
independence
KEY SKILLS AND COMPETENCIES
Proficient with Microsoft Suite
2013 including Microsoft Word,
Excel, Outlook
Dealing with customers and
clients in a courteous,
professional and diplomatic
manner.
Quality Assurance
Operations Management
Establishing and maintaining
positive client relationships.
Able to adapt tone, language and
style for different customers and
situations.
Able to handle complaints and
aggressive customers
Bilingual in Haitian Creole and
French
Effectively presenting
information.
Analyzing and planning
workflow
Meticulous organizational
skills
Relationship management
Notary Public
EDUCATION
NEW ENGLAND COLLEGE OFBUSINESS AND FINANCE
BS, international Business Anticipated 2016
