AMY GONZALES
Cedar Park,TX
Summary
Experienced Customer Service Supervisor bringing 2 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
9
9
years of professional experience
Work History
Customer Service Supervisor
LiveOps
Remote
04.2022 - Current
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
Customer Service Representative
OMNI Interactions
Remote
01.2022 - Current
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
OWNER
GC Dry Cleaners & Laundry
11.2016 - Current
- My husband and I own a cleaners. I previously worked in office with him, but now only help part time bookkeeping.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Expanded product offerings by researching market trends and identifying potential growth opportunities.
DIRECTOR
Rising Stars Preschool
Cedar Park
09.2014 - 06.2019
- All operations of the preschool include recruiting/managing a teaching staff of 25, payroll/budget, keeping child and staff records up to date, keeping the school in compliance with state regulations, training teaching staff, facilitating parent relationships, and giving tours to prospective parents, and more.
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
Education
M.S. Family and Child Studies - Child Development And Adult Education
Texas State University
San Marcos, TX01.2007
B.S. Family and Child Studies - Child Development
Western Michigan University
Kalamazoo, MI01.2001
Skills
- Continuous Improvement
- One Call Resolution
- Leading Team Meetings
- Performance Evaluations
- Workflow Management
- Issue Resolution
- Positive and Constructive Feedback
- Team Development
Timeline
Customer Service Supervisor
LiveOps
04.2022 - Current
Customer Service Representative
OMNI Interactions
01.2022 - Current
OWNER
GC Dry Cleaners & Laundry
11.2016 - Current
DIRECTOR
Rising Stars Preschool
09.2014 - 06.2019
M.S. Family and Child Studies - Child Development And Adult Education
Texas State University
B.S. Family and Child Studies - Child Development
Western Michigan University