Gabriel Orona
@gabrielorona
Customer service leader driving KPI performance, team coaching, and exceptional CX.
United StatesWhat I'm looking for
I’m a dynamic, results-driven customer service leader with 5+ years of experience delivering operational excellence, coaching high-performing teams, and creating exceptional customer experiences. I’m especially effective at resolving complex escalations, optimizing KPIs, and turning process improvement into measurable efficiency gains.
In leadership roles, I’ve directed teams ranging from 8 to 45 agents, consistently strengthening performance through structured coaching, targeted feedback, and streamlined workflows. At PartnerHero, I improved productivity by 15% and reduced project bottlenecks by 20%, while at MDVIP I elevated customer satisfaction by 12% and reduced call handling time by 10% without sacrificing service quality.
I bring a strong foundation in workforce management, policy compliance, training, and cross-functional collaboration, along with confidence handling escalations that protect retention and resolution rates. I’m dedicated to accountability, collaboration, and continuous improvement, and I’m excited to bring that same momentum to a remote-friendly environment.
Experience
Work history, roles, and key accomplishments
Directed a team of 8 employees, achieving 100% adherence to budget and deadlines while maintaining consistent on-time project completion. Improved team productivity by 15%, reduced project bottlenecks by 20% through communication strategy improvements, and increased KPI compliance rates by 18%.
Managed a department of 45 agents, including leading 10 in day-to-day operations, scheduling, and performance management. Improved customer satisfaction by 12%, reduced average call handling time by 10%, and maintained a 95% first-contact resolution rate for reimbursement inquiries.
Supervisor
Nation Safe Drivers
Mar 2021 - May 2023 (2 years 2 months)
Led a 40-member team delivering high-quality service and achieving a 97% compliance rate with company policies. Designed and launched training programs that reduced onboarding time by 25% and increased retention, and resolved complex customer complaints with 90% resolution and retention in escalated cases.
Exceeded monthly sales targets by 15% using consultative selling and upselling techniques. Maintained a 98% customer satisfaction rating and increased product adoption by educating customers on value-added services.
Store Manager
GameStop
Jan 2020 - Sep 2020 (8 months)
Drove year-over-year sales growth of 20% through strategic merchandising and staff training. Reduced inventory shrinkage by 15% and increased loyalty program sign-ups by 30% via customer engagement initiatives.
Education
Degrees, certifications, and relevant coursework
Piper High School
GED, General Education Development (GED)
Earned a GED credential at Piper High School. No completion year was provided.
Broward College
Some College, Graphic Design
Completed some college coursework in Graphic Design at Broward College. No degree completion details or dates were provided.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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