1. Information Classification: Limited Access
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GABRIELLE TOUZE
63 CHATHAM WEST DRIV E
BROCKTON, MA 02301
CELL: (617) 259-9974 GABOTTE0619@GMAIL.COM
EXECUTIVE SUMMARY
As a result driven and self-motivated professional with over 6 years of customer service experience, I have a
proven track record of meeting and exceeding full customer satisfaction even in high risk and fast paced
environments. Specializing with at risk and sensitive clients, I am able to deliver real time reporting to clients on a
consistent basis as well as provide solutions for complex and time sensitive inquiries given my analytical, problem
solving, and multi-tasking skills. Able to work effectively in a team or independently, I am fully capable of meeting
tight deadlines with little to no supervision as my excellent written and verbal communication skills allow me to
resolve issues with senior management directly.
WORK EXPERIENCE
BlueHillsBank |Hyde Park, MA May 2015- Present
Client ServiceRepresentative
 Collaborate with internal client support teams and management to improve client service & business productivity
 Manage and monitor clients’ cash deliverables, internal transfers, and overdrafts
 Train and coach newly hired client service representatives
 Produce summary reports to senior management which require immediate attention
 Analyze and plan workflow to mitigate risk and exposure by monitoring overdrafts and un-invested cash
 Establish and maintain positive client relationships to retain clients’ business
 Audit and verify client documentation for account openings including trust accounts and IRAs
 Serve as the liaison between sale representatives and relationship managers to retain clients, cross sell, grow and
enhance customer satisfaction
 Consult, research, and resolve time sensitive customer service inquiries
 Conduct weekly, bi-weekly, monthly and quarterly conference calls with clients to identify and implement
resolution to any pending or open ad hoc matters which require immediate attention
RandolphSavingsBank |Randolph, MA October2012- April 2015
RetailBanker Specialist
 Served as the primary liaison between managers, internal customer support team, and management to improve
customer service and business productivity.
 Effectively communicated customer feedback to technical teams in order to develop enhanced processes
 Tracked and resolved accounting and income related matters including non-receipts, claims, tax reclaims, shares,
price and term loan discrepancies
 Prepared documentation and reports on routine customer correspondence for cash activity, accounting
discrepancies and corporate action
 Maintained weekly reports on customer inquiries, responses and feedback so as to develop customer service
analytics and trends
 Ensured timely resolution around clients’ account receivable, accounts payable, and liquidity management
concerns
 Accessed the company’s internal systems to obtain and extract client cash/market activity information and provide
client service management with the data for inclusion in various scheduled and special reports

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GABRIELLE TOUZE
Charles River Center, Needham, MA March 2011- April 2012
Residential Counselor
 Aided in all aspects of daily life and personal care including navigating transportation, coordinating physical
exercise, preparing well-balanced meal
 Maintained thorough and accurate records, correspondence and statistics.
 Completed necessary documentation in a timely, accurate complete and legible manner.
 Provided assistance for two assigned residents with mental and behavioral challenges
 Served as an integral part of the team to attain the required rehabilitation objectives of the clients through
progress charts
 Sustained excellent compliance with all established procedures, policies, and regulations, as well as
proactively contribute to other operational efforts through additional duties handling
 Supported clients personal, career and educational goals as well as encouraged responsibility and
independence
KEY SKILLS AND COMPETENCIES
 Proficient with Microsoft Suite
2013 including Microsoft Word,
Excel, Outlook
 Dealing with customers and
clients in a courteous,
professional and diplomatic
manner.
 Quality Assurance
 Operations Management
 Establishing and maintaining
positive client relationships.
 Able to adapt tone, language and
style for different customers and
situations.
 Able to handle complaints and
aggressive customers
 Bilingual in Haitian Creole and
French
 Effectively presenting
information.
 Analyzing and planning
workflow
 Meticulous organizational
skills
 Relationship management
 Notary Public
EDUCATION
NEW ENGLAND COLLEGE OFBUSINESS AND FINANCE
BS, international Business Anticipated 2016