ANGELINE GONZALEZ
Sicklerville,NJ
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
19
19
years of professional experience
Work History
Service Center Representative
Sedgwick CMS
Dubuque, IA
10.2019 - 09.2020
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls, on average of 100 calls per day, with minimal wait times.
- Responded to customer requests for workman's comp, short term, long term disability and other insurance claims.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Facilitated inter-departmental communication to effectively provide customer support.
- Virtually answered customer telephone calls promptly to avoid on-hold wait times, also managed internal chats.
Team Lead Tech Support
Xfinity, Work Force Operations
Voorhees, NJ
06.2001 - 10.2019
- Exhibit mastery in problem solving, multi-tasking, customer service, and dispatching skills to ensure all situations are handled independently.
- Dispatch service technicians, installers, and other technical employees as required.
- Contact customers to verify scheduled date and time as necessary; reschedule missed appointments.
- Provide information to field employees regarding work order, customer information and outages.
- Manage trouble tickets created by customer account executives for escalated customer issues, includes VIP Escalations and service to commercial accounts while following policy and procedure guidelines.
- Work cohesively with tech ops and/or management to escalate any issues including reaching out to on call technicians to meet demands of our commercial and MetroE accounts.
- Communicate and research situations with other departments for possible plant and service problems (i.e., Digital, VOD/PPV,).
- Liaison between Field Operations and Customer Service Operations.
- Utilize database to review customer account information and input appropriate data regarding reschedule dates, service changes and trouble call information.
- Compile, maintain and prepare various required operational reports, logs and files.
- Utilize available resources reducing unnecessary truck rolls by 20%.
- Team lead of 30 to 40 representatives, including a designated bi-lingual team.
- Creating team incentives for various projects to bring unity and help reduce escalated issues.
- Mentor, train and help develop all new hire bilingual representatives from 2001 through 2005.
- Supervised end-user support efforts, designing policies to establish consistent service guidelines and reliable ticket resolution.
- Commissioned third-party vendors and technicians to augment on-site technical support assets.
- Validated adherence to best practices, quality standards and customer specifications.
- Managed team performance by training, mentoring, disciplining and motivating employees.
- Managed daily activities, assigned tasks to specific staff members and utilized proven management techniques to cut work flow downtime and maximize revenues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Performed support ticket transaction resolution tasks and administrative functions.
- Updated and maintained information in customer accounts.
- Troubleshoot video and online services, including loading static IP's, setting up surveillance cameras for commercial accounts.
- Provision commercial and residential lines, including accounts with multiple EMTA's on various switches.
- Troubleshoot Voice Edge Select (VES), Smart Office, National and MetroE accounts.
Education
Some College (No Degree) - Biomedical Engineering
Rutgers University, College of Engineering
Programming Certificate - Computers
Cittone Institute of Technology
EdisonSkills
- Multitasking and Prioritization
- Customer Data Confidentiality
- Upselling Products and Services
- POS Systems and Ordering Platforms
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- Proactive Self-Starter
- Microsoft Office Suite
- Invoice Preparation and Processing
- Computer Proficiency
- Salesforce CRM
- Billing Adjustments and Refunds
- Time Management
- Strong Analytical and Problem Solving Skills
- Sales Report Generation
- Inventory Management
2018-2020 Next face of Xfinity for new hires
I was selected as the Next Face of Xfinity for 3 years. The advertisements for recruitment were advertised on billboards as well as online.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Service Center Representative
Sedgwick CMS
10.2019 - 09.2020
Team Lead Tech Support
Xfinity, Work Force Operations
06.2001 - 10.2019
Some College (No Degree) - Biomedical Engineering
Rutgers University, College of Engineering
Programming Certificate - Computers
Cittone Institute of Technology
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