Amber Gonzales
Lehigh Acres,FL
Summary
Adept at navigating complex customer service scenarios, I leveraged my problem-solving and communication skills at Alta Resources to enhance client satisfaction and efficiency. My ability to master software systems and collaborate effectively with teams boosted productivity and service quality, marking significant customer support and operational excellence achievements. Customer Service Representative brings top-notch oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to impact company success positively. I am a hardworking and passionate job seeker with solid organizational skills eager to secure entry-level of all the work I have worked on. Ready to help the team achieve company goals.
Overview
5
5
years of professional experience
Work History
Program Staff Member
Friendship House Of St Matthews House
10.2020 - 08.2022
- Established clear goals for staff members while providing ongoing guidance, resulting in improved productivity levels.
- Developed strong working relationships with stakeholders, leading to increased collaboration and program success.
- Performed clerical organization, answered phones and filed documentation for program manager.
- Increased customer service success rates by quickly resolving issues.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
Grocery Team Member
Walmart
04.2020 - 09.2020
- Collaborated with team members to complete daily tasks, ensuring smooth operation of the grocery store.
- Handled customer complaints with patience and understanding, working towards a satisfactory resolution for both parties.
- Maintained safe, clean and well-organized working and shopping environment by sweeping and mopping floors and complying with health and sanitation procedures adhering to safe work practices.
- Grew market share by building strong vendor network and customer-oriented retail store and services.
Call Center Representative
Alta Resources
10.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Trained new personnel regarding company operations, policies and services.
Pizza Server
Pizza Hut
02.2020 - 04.2020
- Handled cash transactions accurately, ensuring proper change was given to customers.
- Served food and beverages promptly with focused attention to customer needs.
- Cultivated warm relationships with regular customers.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Bussed and reset tables to keep dining room and work areas clean.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
Cash Operations
Immokalee Seminole Casino
11.2019 - 01.2020
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Welcomed customers and helped determine their needs.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
High School Diploma -
Okeechobee High School
Okeechobee, FL04.2017
Skills
- Problem-solving skills
- Customer Support
- Data Entry
- Customer Service
- Call Center Customer Service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Communicating with clients
- Customer communications
- Answering questions
- Complaint resolution
- Appointment Scheduling
- Cash Handling
- Computer Skills
- Teamwork and Collaboration
Timeline
Call Center Representative
Alta Resources
10.2023 - Current
Program Staff Member
Friendship House Of St Matthews House
10.2020 - 08.2022
Grocery Team Member
Walmart
04.2020 - 09.2020
Pizza Server
Pizza Hut
02.2020 - 04.2020
Cash Operations
Immokalee Seminole Casino
11.2019 - 01.2020
High School Diploma -
Okeechobee High School
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