Gabriel Hutchinson

Customer support professional with 3+ years of experience delivering technical and account support in high-volume service environments. Skilled in troubleshooting digital access issues, assisting customers with online platforms, and resolving complex inquiries through phone and digital channels. Proven ability to manage large call volumes, document cases accurately, and provide clear step-by-step guidance to customers.

Experienced using CRM systems, ticketing tools, and knowledge bases to diagnose problems, escalate issues, and ensure timely resolution while maintaining high customer satisfaction.

Customer Care Representative at Wells Fargo (2023-01 – 2025-01)

Managed high-volume inbound customer calls providing digital banking support, account access assistance, and service inquiry resolution.

• Managed 70–90 inbound customer calls per day assisting clients with digital banking support, account access issues, and service inquiries.
• Troubleshot online banking, password resets, login errors, and mobile app functionality while guiding customers through step-by-step solutions.
• Utilized CRM systems and internal ticketing platforms to document interactions, track cases, and maintain accurate records.
• Maintained 95%+ quality assurance compliance scores while adhering to financial security and identity verification procedures.
• Educated customers on digital self-service tools and mobile banking features to improve adoption of online services.
• Escalated complex technical or fraud-related issues to specialized teams while maintaining ownership of follow-up and resolution.
• Met service level agreements (SLAs) including call handling time, first-call resolution, and customer satisfaction metrics.

Customer Service Representative at Amazon (2022-01 – 2023-01)

Provided customer support for order tracking, product inquiries, account issues, and return processing through multiple channels.

• Provided support for order tracking, product inquiries, account issues, and return processing through phone and digital channels.
• Handled 50–70 customer interactions daily while maintaining professionalism and strong service standards.
• Assisted customers navigating the website, account dashboards, and order management tools.
• Documented interactions and solutions in internal customer support systems and databases.
• Resolved issues using knowledge base resources and problem-solving techniques to ensure timely resolution.
• Maintained strong customer satisfaction by demonstrating clear communication and ownership of issues.

Sales Associate at Express Clothing (2021-01 – 2022-01)

Delivered personalized customer service and managed retail operations including transactions, inventory, and merchandising.

• Delivered personalized customer service assisting customers with product selection, sizing, and purchasing decisions.
• Processed POS transactions, returns, and exchanges while maintaining accurate cash handling procedures.
• Maintained store merchandising, product displays, and organized inventory.
• Collaborated with team members to meet daily sales goals and improve the customer shopping experience.

Associate of Business Administration in Business Administration – Bethlehem Moravian College (2020-01 – 2022-01)

Certified Phlebotomy Technician in Phlebotomy – South Carolina School of Phlebotomy (2024-01)

High School Diploma – Belair High School