Asael Gonzales
Pflugerville,TX
Summary
Enthusiastic Senior Customer Service Representative with more than 25 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
36
36
years of professional experience
Work History
Senior Customer Service Representative
Tevelec Cables Inc
Austin, Texas
07.2010 - Current
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Processed, scheduled and executed customer orders for new and established customers.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Reduced average call time [Number]% with optimal call control and proper use of internal knowledge bases.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Completed [Number] inbound and outbound sales calls each day to boost company's monthly revenue [Number]%.
- Engaged clients in person and over phone to answer questions and address complaints.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Researched product locations at different facilities to arrange and coordinate drop shipments.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Took cash and credit card payments via phone, in person and through email.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
- Resolved concerns with products or services to help with retention and drive sales.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Visited customer offices to handle on-site concerns and maximize account loyalty.
Senior Customer Service Representative
Graybar Electric Supply
Pflugerville, TX
06.1999 - 06.2010
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Processed, scheduled and executed customer orders for new and established customers.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
- Resolved concerns with products or services to help with retention and drive sales.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Visited customer offices to handle on-site concerns and maximize account loyalty.
- Engaged clients in person and over phone to answer questions and address complaints.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Researched product locations at different facilities to arrange and coordinate drop shipments.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Took cash and credit card payments via phone, in person and through email.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Completed 100% inbound and outbound sales calls each day to boost company's monthly revenue .
Customer Service Representative
LiteComm Supply Company
Austin , Texas
01.1998 - 06.1999
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
Warehouse Manager
Tevelec Cables Inc
Austin, Texas
01.1994 - 01.1998
- Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors.
- Met environmentally controlled warehouse operational needs through smooth staffing and resource allocation.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Developed criteria, application instructions, procedural manuals, and contracts for federal and state public transportation programs.
- Handled day-to-day shipping and receiving overseeing more than 25 packages per day.
- Conducted research to address shipping errors and packaging mistakes.
- Negotiated with Numerous freight companies and received annual contracts resulting in maximum cost savings
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
- Redesigned warehouse layout to accommodate new equipment, maximize space utilization and optimize processes.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
- Improved delivery plans with strong scheduling knowledge, organizational skills and route development expertise.
- Maintained strong vendor connections by arranging pricing and delivery structures and managing specific shipment or paperwork concerns.
- Kept corporate departments and customers updated on critical shipments.
- Directed activities of staff performing repairs and maintenance to equipment, vehicles, and facilities.
- Expedited resolutions of shipping errors and packaging mistakes.
- Collaborated with manufacturing and supply chain management.
- Assessed and targeted customer needs to forge and cultivate productive relationships and maintain top satisfaction levels.
- Created and enforced detailed organization processes to increase quality and service standards.
- Oversaw warehouse staff and maintained efficiency in fast-paced environment.
Warehouse Manager
Alpha Sports Inc
Austin , Texas
01.1986 - 01.1994
- Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors.
- Met environmentally controlled warehouse operational needs through smooth staffing and resource allocation.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Developed criteria, application instructions, procedural manuals, and contracts for federal and state public transportation programs.
Education
High School Diploma -
Reagan High
Austin, TX01.1986
Skills
- Data Entry and Maintenance
- Upbeat and Positive Personality
- Customer Account Management
- Building Customer Trust and Loyalty
- Order and Refund Processing
- Creative Problem Solving
- Courteous with Strong Service Mindset
- Customer Data Confidentiality
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Invoice Preparation and Processing
- Strong Analytical and Problem Solving Skills
- Regulatory Compliance
- Understanding Customer Needs
- Verbal and Written Communication
- Issue and Complaint Resolution
- Responding to Difficult Customers
- Upselling Products and Services
- Calm and Professional Under Pressure
- Customer Retention Strategies
- De-escalation Techniques
- Microsoft Office Suite
- Proactive Self-Starter
- Promoting Brand and Company Identity
- Multi-Line Phone Systems
- Complex Product Knowledge
- Inventory Management
- Excellent Attention to Detail
- Computer Proficiency
- Time Management
- Inbound and Outbound Calling
- Billing Adjustments and Refunds
- Establishing and Maintaining Customer Relationships
- Refunds and Returns Management
- Administrative and Office Support
- Call Volume and Quality Metrics
Accomplishments
- Documented and resolved inventory which led to increasedprofits.
Languages
Spanish
Native or Bilingual
Timeline
Senior Customer Service Representative
Tevelec Cables Inc
07.2010 - Current
Senior Customer Service Representative
Graybar Electric Supply
06.1999 - 06.2010
Customer Service Representative
LiteComm Supply Company
01.1998 - 06.1999
Warehouse Manager
Tevelec Cables Inc
01.1994 - 01.1998
Warehouse Manager
Alpha Sports Inc
01.1986 - 01.1994
High School Diploma -
Reagan High