Antonia Gonzales
Summary
Customer Service Professional with 10 years’ experience delivering phone, chat, and email support. Resolved 95% of customer inquiries on first contact, streamlined enrollment processes, and consistently exceeded satisfaction and performance targets in high-volume environments.
Overview
5
5
years of professional experience
Work History
UpNest Support Specialist
Realtor.com
Scottsdale, Arizona
08.2024 - Current
- Provide inbound support for real estate professionals, resolving account issues, technical inquiries, and billing concerns.
- Manage outbound/inbound communications for collections, negotiating payment plans and securing recovery of past-due balances.
- Deliver expert-level support for “UpNest,” ensuring high product knowledge and customer satisfaction.
- Utilize CRM and billing systems to document interactions, process payments, and update account statuses.
- Consistently meet performance targets including recovery rates, call quality, and customer satisfaction scores.
Customer Care Specialist
The Window & Door Store
Scottsdale, AZ
01.2023 - 09.2024
- Addressed customer inquiries across multiple platforms, ensuring prompt and professional resolutions that emphasized first-contact solutions.
- Liaised with cross-functional teams to enhance customer service operations, contributing to the improvement of the overall customer experience.
- Maintained meticulous records of customer interactions and achieved performance targets related to response and resolution times, as well as customer satisfaction levels.
Customer Success Analyst
SiteLock
01.2021 - 09.2022
- Managed customer inquiries via phone, live chat, and email, ensuring prompt and professional responses while maintaining accurate records in CRM systems including Salesforce and Sugar.
- Facilitated team collaboration by creating and maintaining essential spreadsheets for tracking metrics and knowledge sharing.
- Fostered enduring customer relationships by addressing product and service inquiries, contributing to sustained customer loyalty.
- Resolved complex customer issues with a focus on de-escalation, resulting in successful negotiation outcomes and heightened customer retention.
- Remote
Education
Associate of Arts -
Maricopa Community Colleges, Scottsdale Community College
Scottsdale, AZ05-2018
High School Diploma -
Sequoia Academics & Arts Charter School
Mesa, AZ05.2013
Associate of Arts -
Maricopa Community Colleges, Rio Salado Community College
Tempe, AZ05-2011
Skills
- Customer service & relationship management
- Administrative efficiency: data entry, billing, scheduling
- Tech-savvy: CRM, Office Suite,Excel, troubleshooting
- Training, teamwork & adaptable problem-solving
Timeline
UpNest Support Specialist
Realtor.com
08.2024 - Current
Customer Care Specialist
The Window & Door Store
01.2023 - 09.2024
Customer Success Analyst
SiteLock
01.2021 - 09.2022
Associate of Arts -
Maricopa Community Colleges, Scottsdale Community College
High School Diploma -
Sequoia Academics & Arts Charter School
Associate of Arts -
Maricopa Community Colleges, Rio Salado Community College