AMY GONZALES
Cedar Park,TX
Summary
Personable and dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Known for successfully handling escalated customer support issues. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
10
10
years of professional experience
Work History
Customer Service Supervisor
LiveOps
Remote
04.2022 - Current
- Addressed and resolved escalated issues promptly and professionally, resulting in increased customer satisfaction.
- Enhanced team productivity by providing regular coaching, feedback, and performance evaluations.
- Identified areas of improvement by evaluating individual performance metrics and provided targeted coaching to boost results.
Customer Service Representative
OMNI Interactions
Remote
01.2022 - 01.2024
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Co-Owner
GC Dry Cleaners & Laundry
11.2016 - 12.2021
- Implemented efficient business processes to increase customer satisfaction.
- Established and nurtured client connections, leading to recurring business and recommendations.
- Managed budgeting, financial reporting, and tax preparation for the business.
DIRECTOR
Rising Stars Preschool
Cedar Park
09.2014 - 06.2019
- Recruited and managed a teaching staff of 25, ensuring smooth daily operations of the preschool.
- Increased company revenue through the implementation of cost-saving measures and streamlined processes.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
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
- Call Center Operations
- Customer Service
- Complaint resolution
- Decision-Making
- Team Building and Leadership
- Handling Escalations
Timeline
Customer Service Supervisor
LiveOps
04.2022 - Current
Customer Service Representative
OMNI Interactions
01.2022 - 01.2024
Co-Owner
GC Dry Cleaners & Laundry
11.2016 - 12.2021
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