Ana Gonzalez
Homestead,FL
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
6
6
years of professional experience
Work History
Leasing Consultant
TRG Management
Homestead, FL
01.2024 - Current
- Advised on rental policies and procedures to ensure compliance with applicable laws.
- Responded to tenant requests for maintenance services in a timely manner.
- Provided excellent customer service to all tenants throughout their tenancy period.
- Resolved tenant complaints promptly and professionally while maintaining positive relationships with residents.
- Developed marketing strategies aimed at increasing leasing activity within the community.
- Handled incoming calls regarding availability of units, pricing information and other inquiries.
- Ensured that all paperwork was completed accurately in accordance with company policy.
- Processed transfer requests from existing tenants who wished to move within the same building or complex.
- Promoted high level of customer service and assistance by greeting clients, responding to concerns, showing units and quickly resolving issues.
- Maintained high customer approval rating through dynamic service, exemplary support and interpersonal communication.
Customer Service Representative
ETECSA
Cuba
02.2018 - 11.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
Education
Applied Behavior Analysis - Registered Behavior Technician
Autism Partnership Foundation
Miami, FL07-2023
Bachelor of Science - Physical Therapy
University of Medical Science
Cuba11-2021
Skills
- Collection Actions
- Leasing Terms and Specifications
- Clear Communication
- Organized Mindset
- Customer Service
- Creative Problem-Solving
- Relationship Building
- Database Management
- Phone and Email Etiquette
- Maintenance Requests
- Leasing and sales
- Building rapport
- Complaint resolution
- Call Management
- Promotional support
Languages
Spanish
Native/ Bilingual
English
Professional
Timeline
Leasing Consultant
TRG Management
01.2024 - Current
Customer Service Representative
ETECSA
02.2018 - 11.2022
Applied Behavior Analysis - Registered Behavior Technician
Autism Partnership Foundation
Bachelor of Science - Physical Therapy
University of Medical Science