Gabriela Duarte Marketing Brand Communications · Customer Experience

Jobs 0% verified

Supervisor

KM2 Solutions

Sep 2021 - Current (4 years 10 months)

• Lead and develop a team of customer service agents, providing ongoing coaching, performance feedback, and annual reviews to drive individual and team growth. • Monitor and analyze team performance metrics to identify trends, address gaps, and implement improvement strategies aligned with client expectations. • Foster a positive team culture through regular meetings, motivational initiatives, and open communication channels that support engagement and retention. • Ensure brand and compliance standards are consistently upheld across all client-facing interactions and communications. • Leveraged experience as a Customer Service Representative, where I assisted patients via chat, calls, and emails, managing inquiries, addressing complaints, a
Customer Service Representative

KM2 Solutions

Sep 2021 - May 2024 (2 years 9 months)

• Handled inbound patient calls for a dermatology and cosmetic surgery firm, delivering accurate, empathetic, and brand- aligned communication in full compliance with HIPAA regulations. • Managed appointment scheduling, follow-ups, and patient inquiries, contributing to a seamless and positive client experience.
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Customer Service Representative (Part-Time)

Startek Amazon Client

Oct 2019 - Jan 2020 (4 months)

• Delivered customer support for one of the world's most recognized e-commerce brands, resolving inquiries and maintaining brand voice standards across all interactions.
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Technical Support Representative (Part-Time)

Concentrix Comcast Client

Oct 2018 - Jun 2019 (9 months)

• Provided technical support and customer assistance, communicating solutions clearly and maintaining client satisfaction in a fast-paced service environment.
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Assistant Teacher

Villas del Campo

Aug 2017 - Jun 2018 (11 months)

Education 0% verified

Gabriela Duarte

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