Gabrielle Saab

Experience

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  Chiropractic Care and Health Services

  Jun 2006 - Jun 2010

  Front Desk Receptionist
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  Naval Hospital Camp Lejeune

  Mar 2011 - May 2011

  Temporary Outpatient Phlebotomist

  Collected and labeled blood samples for tests from outpatients of all age groups.Assisted and advised corpsmen in training regarding blood draw procedure.

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  SONIC Drive-In

  Jul 2011 - May 2012

  Skating Carhop

  • Waitress on rollerblades for drive-in restaurant • Variety of duties as needed, generally including: food and beverage prep, receive customer orders, clean, train new hires, log temperatures, open/close restaurant

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  NexxLinx

  Dec 2012 - Oct 2013

  Customer Solutions Specialist

  • Focused on customer and revenue retention, ensuring satisfaction and addressing concerns.• Mentored junior team members and assisted colleagues across departments.• Cross-trained for roles in multiple business markets and departments to provide comprehensive support.• Stayed current with client updates and email communications to deliver consistently accurate information.• Informed customers about relevant offers and service changes.• Performed troubleshooting for cable and internet services• Maintained detailed account records, documenting actions taken, issues resolved, and retention or sales offers made.• Consulted with customers to resolve service and billing issues, tailoring solutions to their needs.• De-escalated stressful situations, maintaining a calm and friendly demeanor with upset customers.• Analyzed service usage to recommend best-fit packages and offers.• Scheduled technician visits and processed mail-out requests.• Implemented service changes and updates to customer accounts.• Processed payments, including credit card transactions and billing adjustments. Show less

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  SYKES

  Oct 2013 - Aug 2018

  Sykes HOME powered by Alpine AccessConnected Vehicle Program - Support Staff• Monitored floor activity in an online environment, providing chat support to live agents, conducting one-on-one coaching with team members, and contacting absent team members.• Performed quality assurance tasks, including reviewing recorded calls, completing QA forms, participating in calibrations, and placing outbound QA calls to customers. • Troubleshoot technical issues, including radio applications, corresponding phone application, Bluetooth pairing, and cellular modems.• Provided customer service and technical support, guiding customers through transactions, resolving trouble tickets, and assisting with password resets.• Handled sensitive escalations and emergency situations, including communicating with law enforcement regarding stolen vehicles and missing persons to ensure timely and accurate support.• Worked remotely with the engineering team to resolve customer trouble tickets and ensure efficient issue resolution while coordinating across various U.S. states.• Collaborated with offshore teams on internal employee matters, focusing on workforce management and supporting SLA related processes.• Utilized Citrix applications and various ticketing systems to support internal operations and customer needs.• Contributed to testing and knowledge management trialing software updates, softphone changes, and alternate dialogue, while revising content for the program knowledgebase and providing client feedback.• Participated in team meetings, presenting updates, sharing tips, and discussing process improvements. Show less Sykes HOME powered by Alpine AccessConnected Vehicle Program and Beauty Retail Customer SupportCommon Tasks:• Provided customer care and support via phone and email, resolving inquiries effectively.• Documented account activity, noting call details and account changes.• Troubleshot website issues, assisting with access and functionality problems.• Facilitated orders, helping customers place orders online or by phone and check gift card balances.• Processed replacement rewards cards and educated customers on program benefits.• Managed reward accounts, updating profiles, adjusting points, and inputting transactions.• Tracked and replaced orders, following procedures for missing or damaged products.• Recorded customer feedback, logging complaints and compliments about stores.• Coordinated stock requests, verifying inventory with stores. Show less

  • Supervisor, Subject Matter Expert, Support Staff

    Feb 2015 - Aug 2018

  • Team Coach, Subject Matter Expert, Support Staff

    Apr 2014 - Jan 2015

  • Customer Care Professional

    Oct 2013 - Mar 2014
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  Chiropractic Care and Health Services

  Sept 2018 - Feb 2021

  Front Desk Receptionist

  • Balance accounts and conduct nightly audits to keep bookkeeping current• Compile and print documents, file, label, copy, or fax required papers to appropriate parties.• Perform other front desk duties, including phone related tasks, scheduling appointments, greeting patients, ordering supplies, train new hires, general office tidying and maintenance, cleaning & sanitizing as needed• Enter info to create or update accounts, collect & verify insurance, input transactions & accept payments• Develop X-rays Show less

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  Conduent

  Mar 2021 - Jul 2021

  Technical Support Specialist

  • Supported users of iOS and macOS products, cross-trained across multiple product departments.• Scheduled service and repair orders, coordinated with stores, and educated customers on product features.• Walked customers through device usage, troubleshooting steps such as factory resets, and sent informational emails as needed.

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  Wipro Limited

  Jan 2023 - Jun 2023

  Project Engineer

  • Served as a Functional Reliability On-Call Specialist, addressing spikes in user bug reports and app crashes, cross-trained across multiple departments and products to provide comprehensive support.• Triaged and documented bugs, providing developers with detailed, actionable reports for resolution.• Contributed to software reliability, participating in bug reporting, software dogfooding, and User Acceptance Testing (UAT).• Collaborated with client engineers and cross-functional teams to resolve product reliability tasks within SLA and improve system performance.• Developed test cases using Scuba, defining parameters and scope to pinpoint root causes of product bugs, ensuring peer review for accuracy.• Evaluated product launch risks, communicating severity of issues to partners to guide decision-making. Show less

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  Acumera, Inc

  Aug 2023 - Nov 2024

  Staff Systems Administrator

  • Contributed to IT projects, including infrastructure upgrades, software deployments, and automating administrative tasks to improve efficiency and reduce recurring workloads.• Provided hands-on, in-office, and remote support for employee onboarding/offboarding, workstation setup, troubleshooting, and maintenance across macOS, Windows, and Linux environments, ensuring system reliability through standard workstation updates and managing user accounts on Linux and Debian-based servers.• Managed helpdesk operations, resolving, managing, and escalating tickets as needed to ensure prompt and effective issue resolution.• Assisted and communicated with customers on a special-case basis to resolve unique challenges, leveraging technical expertise while maintaining a primarily internal, non-customer-facing role. • Delivered on-call and urgent support to address critical system issues and operational needs outside standard hours. • Oversaw critical IT platforms, including JumpCloud, Dialpad, Google Workspace, Jira, Confluence, and security systems, ensuring seamless operations and efficiency.• Directed procurement of IT supplies, including laptops, peripherals, and other equipment, ensuring timely fulfillment of requests and alignment with organizational needs.• Maintained detailed documentation of system configurations, standard procedures, and technical operations to support business continuity, ensure compliance with organizational requirements, and adhere to PCI industry standards.• Collaborated with remote teams based both in the United States and offshore to support global operations and ensure alignment across IT initiatives. Show less