Anna Gonzalez
Las Cruces,NM
Summary
A hardworking and passionate job seeker with strong organizational skills eager to secure an entry-level IT position. Ready to help the team achieve company goals while obtaining employment with a company that offers a positive atmosphere to learn and implement new skills and technologies for the betterment of the organization.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Microsoft Concierge Ambassador
Mural Consulting INC
Las Cruces, NM
01.2021 - Current
- Manage multiple projects and maintain frequent and consistent interaction with all clients
- Ability to handle inbound and outbound Office 365 customer support issues for businesses
- Maintains safe and healthy work environment by following organization standards and legal regulations
- Provide technical support covering wide range of topics Evaluate effectiveness of training modules, workshops,
- Schedule, coordinate and deliver follow-up client interactions
- Work with users over phone and via remote access to answer questions and solve issues with their issue
- Office 365 services on both PCs and mobile devices
- Problem-solve computer software, networking, and system issues with end-users
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
- Coordinated deployments of new software, feature updates, and fixes.
- Authored code fixes and enhancements for inclusion in future code releases and patches within PowerShell.
- Collaborated with cross-functional development team members to analyze potential system solutions based on evolving client requirements.
- Tested troubleshooting methods, devised innovative solutions, and documented resolutions for inclusion in th knowledge base for support team u
- Performed software testing to uncover bugs and troubleshoot with M365 support issues before application launch.
- Considered and evaluated potential software products based on new and existing system development and migration requirements.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Customer Service Representative
Faneuil
Las Cruces, NM
06.2020 - 01.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered over 30-45 calls per shift to meet fast-paced call center demands.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on current promotions, upgrades new offerings available under current plan.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing support policies/procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction 100%.
- Delivered prompt service to prioritize customer needs.
Manager
Greatclips
Albuquerque, NM
02.2016 - 06.2020
- Monitored customer buying trends, market conditions competitor actions to adjust strategies and achieve sales goals.
- Planned operations to meet established schedules, factoring in order demands and business forecasts.
- Dedicated to expanding client bases by building lasting relationships.
- Managed inventory and reduced shrinkage by 98% through detailed monitoring of daily operations and stock.
- Conducted training sessions to educate employees on best practices and procedures to increase profitability.
- Evaluated production levels, quality standards, and maintenance actions to identify and address operational problems and maintain targets.
- Reduced turnover 87% by enhancing training, motivation while engaging strategies with all employees.
- Acquired three new stores within district in 12 months.
- Brought in exceptional candidates to boost team productivity and operational efficiency.
- Collaborated with technical and administrative teams to develop and implement successful corrective plans.
- Wrote production reports to help senior leadership make accurate operational plans and decisions.
- Oversaw routine maintenance programs and scheduled service to keep equipment functioning at peak levels.
Manager
Supercuts LLC
Albuquerque, NM
12.2010 - 02.2016
- Oversaw salon employee performance, facility cleanliness and sales.
- Worked to continuously increase salon business through effective sales, service and operations policies.
- Controlled inventory by tracking expenses, purchases and shelf stock.
- Provided staff coaching, mentoring and consultation to enhance performance and professional development.
- Scheduled employees to maintain adequate coverage during business hours.
- Maintained general appointment calendar and set shift schedules.
- Coached and trained employees to optimize performance and achieve demanding business objectives.
- Grew customer numbers and boosted loyalty with strategic engagement and marketing strategies.
- Achieved personal sales goals by upselling products to meet individual needs.
Customer Service Representative
Convergys/AT&T
Albuquerque, NM
09.2006 - 03.2010
- Assisted customers with their queries and problems by phone and e-mail
- Established and maintained contacts with new and existing customers as per direction of supervisor
- Helped customers place new orders easily
- Forwarded important and serious matters to seniors' analysis
- Transferred urgent calls to required departments quickly and accurately
- Entered and updated new customer details within customer relationship management software according to administrative guidelines
- Achieved set targets of firm by stipulated deadline.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered over 35-40 calls per shift to meet fast-paced call center demands.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Followed up with customers about resolved issues and maintain high standards of customer service.
Sales CSR
Dilliards
Albuquerque, NM
06.2006 - 08.2008
- Greeted customers and helped with product questions, selections and purchases.
- Helped customers complete purchases, locate items and join reward programs.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Answered questions about store policies and addressed customer concerns.
- Used POS system to process sales, returns, online orders and gift card activations.
- Informed customers of current store promotions to encourage additional sales purchases.
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Issued receipts and processed refunds, credits or exchanges.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Trained new associates on cash register operations, conducting customer transactions and balancing drawer.
- Logged reports, expenses, receipts and sales documents into digital database.
- Supported loss prevention goals by monitoring shopper behavior.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Opened and closed store independently and prepared nightly bank drop for manager.
- Maximized sales through effective client relationship development, resulting in consistent ranking in top 25 ]% of team
Administrative Assistant
CYFD Child Youth and Families
Albuquerque, NM
01.2004 - 04.2006
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Coordinated travel arrangements by booking airfare, hotel and ground transportation
Education
Bachelor of Science - Computer Science And Programming
Maryville University of Saint Louis
St Louis, MO08.2024
Associate of Arts - Cosmetology
Dewolff's School of Beauty And Hair
Albuquerque, NM04.2010
Skills
- Excel (2 years)
- Microsoft Excel (2 years)
- Microsoft office (2 years)
- Scheduling (6 years)
- Management (10 years)
- Training (3 years)
- Sales (10 years)
- CRM Software (2 years)
- Recruiting (2 years)
- Email Migration (2 years)
- Account Management
- Microsoft Windows (5 years)
- Microsoft Outlook (5 years)
- Payroll (2 years)
- Customer service (10 years)
- Technical Support (3 years)
- Help Desk
- Active Directory (2 years)
- Microsoft Exchange (2 years)
- Remote Access Software (2 years)
- SharePoint (2 years)
- VPN (2 years)
- DNS (3 years)
- Troubleshooting experience for MS SharePoint and Exchange Power shell proficient
- End-User Support
Certification
AHA CPR September 2017 to Present CPR certified with OSHA and HIPPA through Central New Mexico Community College and The American Heart Association
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Microsoft Concierge Ambassador
Mural Consulting INC
01.2021 - Current
Customer Service Representative
Faneuil
06.2020 - 01.2022
Manager
Greatclips
02.2016 - 06.2020
Manager
Supercuts LLC
12.2010 - 02.2016
Customer Service Representative
Convergys/AT&T
09.2006 - 03.2010
Sales CSR
Dilliards
06.2006 - 08.2008
Administrative Assistant
CYFD Child Youth and Families
01.2004 - 04.2006
Bachelor of Science - Computer Science And Programming
Maryville University of Saint Louis
Associate of Arts - Cosmetology
Dewolff's School of Beauty And Hair