Angela Gongora
Scotts Valley ,CA
Summary
Experienced Customer Service Representative adept at managing high-volume B2B accounts in semiconductor and advanced manufacturing sectors. Proficient in order management, escalation resolution, and CRM communication. Demonstrated ability to enhance customer satisfaction through proactive problem-solving and detailed dashboard maintenance. Committed to contributing a team-first, performance-driven approach to a dynamic support team.
Overview
2
2
years of professional experience
Work History
Customer Service Representative I
Digital Dynamics, Inc.
Scotts Valley, CA
06.2024 - Current
- Improved customer satisfaction by consistently meeting 24-48 hour response KPIs across email, phone, CRM, and Microsoft Teams inquiries.
- Increased order accuracy and processing speed by efficiently entering and verifying new and change orders.
- Strengthened customer visibility by maintaining up-to-date dashboards and delivering clear, actionable order status reports.
- Elevated account engagement by leading and contributing to customer meetings that clarified requirements and reduced follow-up delays.
- Reduced escalations by proactively coordinating with engineering, manufacturing, and sales to resolve complex issues.
- Enhanced internal efficiency by supporting the Customer Service Manager with organized reporting and customer documentation.
- Improved cross-functional communication by reliably relaying technical and logistical details between customers and internal teams.
Research Intern - Cognitive Psychology
University of California, Santa Cruz
Santa Cruz, CA
09.2023 - 03.2024
- Supported behavioral research projects studying attention and memory.
- Collected and analyzed participant data using structured research protocols.
- Co-authored written research summaries and collaborated closely with senior researchers.
Education
Bachelor of Arts - Psychology
University of California, Santa Cruz
03.2024
A.A.-T - Psychology
De Anza College
Cupertino, CA06.2022
A.A. - Liberal Arts: Science, Math & Engineering
De Anza College
06.2022
Skills
- Omni-channel customer support
- Order entry and verification
- Customer dashboard management
- Issue resolution and escalation
- Microsoft Teams and Excel proficiency
- ERP system expertise
- Google Sheets proficiency
- Customer relationship management
- Cross-functional collaboration
- Data gathering and reporting
- Documentation skills
- Verbal and written communication
References
- Jeff Zhao, Senior Manager, NVIDIA, xzhao@nvidia.com, (408) 859-1825
- Sharan Dhillon, Customer Service Manager, Digital Dynamics Inc., SDhillon@digitaldynamics.com, (831) 332-3284
- Vanessa Oviedo, Research Scientist, UCSC, v.oviedo92@gmail.com, (562) 362-0460
Timeline
Customer Service Representative I
Digital Dynamics, Inc.
06.2024 - Current
Research Intern - Cognitive Psychology
University of California, Santa Cruz
09.2023 - 03.2024
Bachelor of Arts - Psychology
University of California, Santa Cruz
A.A.-T - Psychology
De Anza College
A.A. - Liberal Arts: Science, Math & Engineering
De Anza College