Gabriella Arias

Led and coached a team of 10 customer support professionals to achieve performance and service goals. Managed escalated customer concerns, identified trends in feedback, and streamlined operations to improve customer experience.

Managed a high-volume pipeline of loan applications while maintaining lending compliance and delivering customer service throughout the loan process. Negotiated payment solutions, resolved delinquent account issues, trained new employees, and monitored account performance to address client concerns.

Assisted customers via phone, email, and chat while meeting performance goals and resolving complex concerns with a focus on first-contact resolution. Documented and managed cases using Salesforce, Zendesk, and Google Workspace, and supported onboarding and knowledge-sharing for new team members.

Coordinated customer accounts to ensure timely delivery of products and services by maintaining client records, processing orders, and communicating updates. Supported sales and operations with account management and administrative coordination, including customer onboarding and relationship management.

Managed high-profile Latin American customer accounts and maintained strong service metrics. Led and mentored agents, served as a liaison between customers and internal departments, and monitored service levels, escalations, and operational performance.

Earned an Associate's degree from Universidad Nacional Pedagógica Francisco Morazán in Tela.