Andres Gonzalez

Collaborated with cross-functional teams to gather and document process workflows.

• Identified system issues and worked with IT to implement effective solutions.
• Assisted in creating process documentation for improved operational efficiency.
• Imaged new computer stock and tested hardware for customer use
• Addressed windows/hardware issues that customers may be experiencing in office
• QA new and upcoming enhancements for cloud services being pushed to all lab products
• Prepare and push software updates to 4000 dental offices on a monthly basis.
• Support phone technicians with software or hardware issues that customers call in and advise about

• Addressed customer requests and answered questions, enhancing overall satisfaction.
• Delivered attentive service to customers during face-to-face and phone interactions.
• Answered and triaged over 70 calls a day
• Attended in person shows and assisted new or potential customers
• Resolved customer issues using strong problem-solving skills, ensuring effective and timely solutions.
• Trained and guided new employees to ensure the correct workflow is maintained when being on the phone with a customer

• Supervised daily operations and coordinated team schedules for efficient workflow.
• Trained and mentored new staff on protocols and best practices.
• Delegated tasks appropriately according to individual skill sets.
• Developed strategies to increase team productivity and improve customer service levels.