Gabriella Warwick
Dover
Summary
Results-driven and highly motivated professional with a strong work ethic and a reputation for reliability, efficiency, and problem-solving. Skilled in communication, organization, and delivering exceptional service in fast-paced environments. Adept at multitasking, meeting deadlines, and exceeding performance expectations while maintaining a positive and team-focused attitude
Overview
12
12
years of professional experience
Work History
Remote Customer Service Representative
Illinois Tollway
Dover
01.2025 - 02.2026
- Adhere to the Privacy Act as it relates to the confidentiality of information released;
- Maintain up-to-date knowledge of the Illinois Tollway regulations and policies;
- Update customer accounts with accuracy and maintain appropriate documentation of phone inquiries
- Utilize a Tollway application that immediately processes credit card payments to accounts while speaking with the customer;
- Make recommendations according to customer's needs. Ability to empathize with and prioritize customer needs;
- All payments and adjustments must be posted to customers' accounts in accordance with procedures for each of the I-PASS and Violation Enforcement System databases
- Gather data from customer and other resources as needed for problem-solving and communicate to customer
- Open, split and close customer I-PASS accounts in accordance with training guidelines
- Navigate between three or more systems and tools to assist and service customers
Remote Sale Associate
Comcast
Newark
02.2022 - 09.2024
- Answering over 100 calls a day
- Assisted customers with product selection and service inquiries.
- Maintained knowledge of current promotions and sales initiatives.
- Processed transactions accurately using point-of-sale systems.
- Collaborated with team members to enhance customer experience.
- Resolved customer complaints effectively and professionally.
- Promoted Comcast services and products to increase customer engagement.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Assisted customers with finding the right product for their needs.
- Handled customer complaints in a professional manner.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Completed transactions in an efficient manner while providing excellent customer service.
- Followed company policies, rules and procedures to promote company goals and maintain safety.
- Provided product information and answered customer questions.
Remote Collections Representative
SIMM Associates, Inc
Newark
08.2020 - 02.2022
- Knowledge of Fair Debt Collection Practicing Act and State Laws
- Strong negotiation and problem solving skills
- Ability to demonstrate empathy
- Knowledge of First and Third Party collections
- Making 120 calls each day to collect outstanding debts
- Tracing whereabouts of delinquent customers
- Top collector position two months in a row
- Managed customer accounts to ensure timely collection of outstanding balances.
- Documented interactions in the collections system for accurate record-keeping.
- Assisted in maintaining compliance with regulatory requirements in collections practices.
- Advised debtors on payment options and set up payment plans.
- Handled irate customers smoothly to achieve performance targets.
- Followed up on promises made by customers regarding payments or settlements.
Leasing Agent
Pettinaro Construction Co., Inc
Elkton
08.2019 - 06.2020
- Greeting potential residents and identifying their needs and how our community will suit them
- Knowledge on court proceedings
- Resolving resident issues/complaints in a timely manner
- Marketing to generate new leads
- Knowledge of move in and move out inspections/procedures
- Knowledge of fair housing laws for Maryland and Delaware
- Knowledge of landlord tenant code for Maryland and Delaware
Stow
Amazon Fulfillment Associates
Middletown
08.2015 - 02.2016
- Stow
- Verticle Reciprocator Conveyor Training
- Pallet Training
- Pallet Builder
- Pallet Recieving
- Inspecting the item for any defects and escalating damaged items to the supervisor ensuring adequately labeled products
- Responsible for scanning a product and appropriately placing it to the right shelf for customer's consumption
Manager
Royale
Newark
01.2014 - 06.2015
- Led team in daily operations ensuring workflow efficiency and adherence to standards.
- Oversaw inventory management, tracking supplies and optimizing stock levels.
- Managed staff schedules to ensure adequate coverage during peak hours.
- Resolved customer issues promptly, maintaining high service quality standards.
- Monitored staff performance and addressed issues.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Coordinated inventory, stocking and ordering.
- Managed cash transactions and balanced cash drawers daily.
- Maintained accurate records of all cash activities and discrepancies.
Sales Associate
Brookstone
Newark
09.2013 - 01.2014
- Assisted customers in selecting products and making informed purchase decisions.
- Demonstrated product features to enhance customer engagement and understanding.
- Maintained visual merchandising standards to create an appealing store environment.
- Processed transactions efficiently using point-of-sale systems for customer purchases.
- Helped customers find specific products, answered questions, and offered product advice.
Education
High school diploma or GED -
Skills
- Property Leasing
- Fair Housing Regulations
- Marketing
- Customer service
- Cold Calling
- Property Management
- Yardi
- Sales
- Computer skills
- Communication skills
- Zoom
- Microsoft Teams
- Microsoft Word
- Microsoft Powerpoint
- Microsoft Outlook
- Tollway application usage
- Fair Debt Collection Practices
- Customer account management
Timeline
Remote Customer Service Representative
Illinois Tollway
01.2025 - 02.2026
Remote Sale Associate
Comcast
02.2022 - 09.2024
Remote Collections Representative
SIMM Associates, Inc
08.2020 - 02.2022
Leasing Agent
Pettinaro Construction Co., Inc
08.2019 - 06.2020
Stow
Amazon Fulfillment Associates
08.2015 - 02.2016
Manager
Royale
01.2014 - 06.2015
Sales Associate
Brookstone
09.2013 - 01.2014