Alves Gonzalez

Work History

Field Customer Service Technician 1

Toho Water Authority

11.2023 - Current

Project Management
Provide customer service internally and externally
Complete work orders and associated paperwork accurately and in a timely manner
Plan work and schedule route using navigation system and service area mapping
Inspect work truck and maintain inventory and supplies in work truck
Internally and externally communicates with customers by meeting and responding to customers; advising customer of resolution; completing work paperwork accurately; connecting with internal customer; visiting work sites; communicating with Foreman's, Supervisors, Dispatch, billing, collections, team members and maintaining inventory and supplies
Disconnect and reconnect meters using proper tools and within timelines and deadlines
Accesses and enters data or information using a personal computer
Performs miscellaneous work by assisting with collection activities i.e
Disconnect, reconnect, tampering, broken promises, NSF's etc.; exposing curb stops; digging up meters; and maintaining supplies and inventory
Other duties as assigned

Fire Sprinkler Fitter

06.2023 - 11.2023

Communicated with contractors regarding any updates and changes regarding projects/job sites
Managed job site material
Assured sufficient supply was readily available
Installed pneumatic hydraulic life protection sprinkler systems into residential and commercial buildings
Read blue prints and made any adjustments to prints in order to meet building, city, and state codes
Managed and trained other team members
Ensured buildings were prepared and ready with material and ready for fire sprinkler inspectors and building inspection
Used tools such as impact drills, pipe cutters, wrench, hammers, tape measures, and ladder

Operations Manager

YM Business Ventures

09.2022 - 05.2023

Software and Hardware trouble shooting
Established restaurant business plans by surveying restaurant demand
Met restaurant financial objectives by planning using software data from previous years total revenue
Accepted project ownership to accomplish new company goals
Planned employee training and employee progressions
Delegated work and tasks to the right person in order to meet company goals
Deescalated employee confrontations and suggested best practices in order to meet company goal
Attracted current and new clientele by developing and implementing marketing, advertising, and public and community programs
Planned purchases orders and inventory using forecasting technique/formulas
Maintained operations by preparing policies and standard operating procedures, aiming for consistent productivity and quality
Maintained clientele satisfaction by monitoring, evaluating, and auditing food and beverage service offerings
Accomplished restaurant and human resource objectives by recruiting, selecting, orienting, and training
Maintained a safe, secure, and healthy facility by establishing, following, and enforcing sanitation standards and procedures
Prepared building for State and Franchise inspections
Maintained professional and technical knowledge by tracking emerging trends in the restaurant industry
Solved issues regarding company equipment by applying previous technical and mechanical knowledge
Ex: Plumbing, HVAC, Restaurant equipment etc
Or by contacting appropriate contractors in order to resolve issues
Conducted weekly/monthly meetings with team
Which included all regular members, shift leaders and management team

HVAC Installer/Technician

Del-Air

06.2022 - 07.2022

Install, maintain, and repair HVAC systems
Able to follow Blueprints and understand technical instructions
Inspect and test existing HVAC systems to ensure proper functioning
Troubleshoot and diagnose problems with HVAC systems
Install ductwork, wiring, and other components of HVAC systems
Perform preventative maintenance on HVAC systems
Build and maintain positive relationship with customers or clients

Customer Service Representative

Progressive Insurance Company

01.2022 - 07.2022

Assisted customers remotely to regain access to account utilizing help desk techniques: Password lock change, or helping set up Multi factor Authorization.
Operated systems using VMware
Troubleshoot any hardware or software issues related to work equipment.
Customer Service Representative- support customer inquiries and insurance policy needs by answering questions regarding coverage, rates, billing issues, and general policy reviews while offering additional products
Managed a high volume of inbound and outbound customer calls, resolving policy inquiries, billing issues, and claims-related questions.
Demonstrated critical thinking by offering additional products that met customer needs, contributing to an increase in sales.
Maintained up-to-date knowledge of insurance policies and regulations, ensuring accurate information was provided to clients.
Worked collaboratively with team leaders and other departments to resolve complex issues and improve customer service processes.
Created detailed records of customer interactions, ensuring proper follow-up and compliance with company procedures.
Utilized conflict resolution techniques to deescalate challenging situations, improving overall customer satisfaction.
Assisted in training new team members on policies, procedures, and communication strategies, enhancing team performance.

Customer Service Representative

ResultsCX

11.2021 - 01.2022

Assist Florida Triage Insurance/ Wellcare members by providing clear, concise, and thoughtful instructions
Operate dual monitor screens while accurately navigating through multiple software systems
Help with Wellcare/Triage members with basic questions and providing helpful solutions regarding enrollment
Gather and document lead information such first name, last name, address, phone, & email
Create and set appointments to be speak with a licensed agent
Promoting products and services for Florida Medicare clients
Resolving customer complaints with fast, friendly, and courteous service

HVAC Technician

Osceola Christian Preparatory School

08.2021 - 10.2021

Assure maintenance of HVAC systems with in all school properties
Assessing any HVAC system faults
Preventative maintenance on A/C units
Trouble shoot HVAC units
Traveling to different school properties whenever assigned work task for HVAC units
Other duties involve being flexible helping where help is needed in other departments

Customer Service Representative

ResultsCX

01.2021 - 08.2021

Provide exceptional assistance to Florida Staywell Insurance/Wellcare members by delivering clear, concise, and thoughtful instructions.
Address inquiries from Wellcare members, offering effective solutions related to billing issues, appeals and grievances, as well as enrollment and disenrollment processes.
Support new and expectant parents with relevant information and resources.
Communicate effectively with primary care physicians and specialist providers to ensure coordinated care.
Promote products and services tailored for Florida Medicaid clients.
Resolve customer complaints with prompt, friendly, and courteous service.

Fire Sprinkler Technician

Wayne Fire Sprinkler

10.2016 - 03.2019

Installed pneumatic hydraulic life protection sprinkler systems into residential and commercial buildings
Read blue prints and made any adjustments to prints in order to meet building, city, and state codes
Managed and trained other team members
Ensured buildings were prepared and ready with material and ready for fire sprinkler inspectors and building inspection
Used tools such as impact drills, pipe cutters, wrench, hammers, tape measures, and ladders

Bank Teller

CenterState Bank

06.2015 - 01.2016

Customer Service: Provide exceptional service by greeting customers, addressing inquiries, and assisting with account-related questions.
Transaction Processing: Accurately process a variety of banking transactions, including deposits, withdrawals, transfers, and check cashing.
Account Management: Assist customers with account maintenance, including balance inquiries, statement requests, and updating personal information.
Cash Handling: Manage cash drawers efficiently, ensuring accurate cash counts and adhering to bank policies for cash handling and security.
Sales Support: Promote bank products and services, identifying customer needs and recommending appropriate solutions.
Compliance: Ensure compliance with all banking regulations and internal policies, including KYC (Know Your Customer) and anti-money laundering procedures.
Problem Resolution: Address and resolve customer complaints or issues with professionalism and efficiency, escalating when necessary.
Record Keeping: Maintain accurate records of transactions and customer interactions, ensuring confidentiality and data integrity.
Team Collaboration: Work collaboratively with team members and other bank departments to enhance customer experience and operational efficiency.
Training and Development: Participate in ongoing training and development opportunities to stay updated on banking products, services, and regulations.

Summary

Overview

Work History

Field Customer Service Technician 1

Fire Sprinkler Fitter

Operations Manager

HVAC Installer/Technician

Customer Service Representative

Customer Service Representative

HVAC Technician

Customer Service Representative

Fire Sprinkler Technician

Bank Teller

Education

High School Diploma -

Skills

Certification

Languages

Timeline

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