Antonio Gonzalez

• Served as the primary escalation point for customer concerns, resolving issues through customer focused decision making while maintaining company standards.

• Led recurring one on one coaching for a team of employees, providing performance feedback, development support, and goal setting to improve engagement and performance.

• Supported workforce operations during peak periods by managing queues, assisting agents, and partnering with leadership to maintain service levels during high volume sales and seasonal events.

• Directed daily store operations during assigned shifts, ensuring operational compliance, workflow efficiency, and high quality customer service in a high volume retail environment.

• Led, coached, and developed team members through training, onboarding, and performance support to drive productivity, consistency, and service excellence.

• Coordinated staffing and delegated responsibilities during peak business periods while maintaining accountability for cash handling, inventory, opening/closing procedures, and customer issue resolution.

• Managed insurance claims from initial review through resolution, ensuring compliance with company standards, regulatory requirements, and policy guidelines.

• Investigated claim details, analyzed coverage eligibility, and communicated claim decisions while resolving complex customer issues through problem solving and conflict resolution.

• Maintained accurate documentation and workflow management in Salesforce and other systems while collaborating with cross-functional teams to ensure timely claim resolution.

• Generated and qualified business opportunities through outbound prospecting, consultative communication, and relationship building with prospective clients.

• Managed sales pipeline activity using Salesforce, ZoomInfo, and outreach tools, while scheduling and coordinating client appointments with account executives to support pipeline progression and revenue growth.