Summary
Overview
Work History
Education
Skills
Timeline
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Augustina Gonzales

Augustina Gonzales

Kansas City,MO

Summary

Proactive and results-driven professional with a fervent passion for management, customer success, and business development. Proven track record of driving operational excellence, fostering dynamic customer relationships, and spearheading strategic initiatives to fuel business growth. Adept at leveraging a unique blend of leadership skills and business acumen to optimize team performance, enhance customer satisfaction, and contribute to overall organizational success. Eager to bring a proactive and innovative approach to management roles, combining a passion for team development with a strategic mindset for business expansion and customer success.

Overview

11
11
years of professional experience

Work History

OPERATIONS and HR MANAGER PROMOTED 3X

GPS & TRACK
08.2020 - 08.2022
  • Implemented scalable systems for clients and operations, optimizing both revenue and technical support capabilities.
  • Spearheaded transformative marketing and system enhancements, resulting in remarkable revenue growth from $150,000 to $1 million monthly within year.
  • Developed region-specific marketing strategies, utilizing data analysis to identify buyer demographics and tailor approaches accordingly, enhancing market penetration.
  • Successfully engaged with investors, showcasing negotiation skills and substantiating business value to secure their commitment and partnership.
  • Guided leaders and employees on company policies, programs, benefits and salary administration.
  • Advised decision-makers on complex and confidential matters ranging from performance management to employee relations issues.
  • Managed and directed efforts of two managerial teams, each consisting of 10 agents, ensuring optimal performance and productivity.
  • Devised hiring and recruitment policies for 50 -employee company.
  • Revamped recruitment process, reducing time-to-hire by 20% and enhancing quality of candidate placements.
  • Executed employee engagement strategies, resulting in 15% increase in overall job satisfaction and 10% improvement in employee retention rates.
  • Developed and delivered targeted training programs, leading to 25% increase in employee productivity and 20% enhancement in team performance.
  • Implemented HR policies and procedures, ensuring compliance with legal requirements and achieving 15% reduction in HR-related incidents.
  • Successfully resolved 90% of employee conflicts, contributing to more harmonious workplace and boosting team morale.
  • Restructured benefits administration, optimizing offerings and achieving 10% cost reduction while maintaining competitive packages to attract top-tier talent.
  • Scouted and established 2 locations.
  • Led performance management initiatives, resulting in 15% improvement in individual and team performance, contributing to overall organizational success.

QUALITY ASSURANCE ANALYST PROMOTED 2X

CARVANA
09.2019 - 09.2020
  • Achieved 98% accuracy rate in grading agent calls, ensuring adherence to established protocols and enhancing overall quality of client interactions.
  • Implemented comprehensive feedback system resulting in 15% improvement in agent performance within first quarter.
  • Reduced customer escalations by 20% through targeted coaching and feedback sessions, addressing areas of improvement identified in call evaluations.
  • Conducted regular training sessions on effective communication strategies, contributing to 20% increase in customer satisfaction scores.
  • Developed and implemented standardized grading rubric, leading to 40% improvement in consistency across evaluations and ensuring uniform approach to quality assessment.
  • Collaborated with cross-functional teams to identify root causes of recurring issues, resulting in reduction in call-related errors.
  • Spearheaded recognition program for top-performing agents, boosting morale and contributing to increase in overall team productivity.
  • Kept scripts and test cases updated with current requirements.
  • Wrote and maintained detailed internal documentation on developed systems.

SOCIAL MEDIA SPECIALIST PROMOTED 3X

RING
12.2016 - 09.2018
  • Developed and implemented training programs for social media team members to enhance their skills in content creation, community engagement, customer service, and other relevant areas
  • Set performance goals and KPIs for social media team members, conducted regular performance evaluations, and provided feedback and coaching to help them improve and grow in their roles
  • Oversaw workflow of social media team, including assigning tasks, prioritizing projects, and ensuring deadlines were met
  • Collaborated with other departments, such as marketing, customer service, and product development, to align social media strategies with overall business objectives.
  • Developed and executed innovative social media campaigns, resulting in 30% increase in brand engagement and 20% growth in followers.
  • Implemented data-driven strategies to optimize content reach, achieving improvement in post-engagement metrics over six months.
  • Managed social media advertising budget effectively, leading to 15% reduction in cost per click and 20% increase in conversion rates.
  • Established and nurtured influencer partnerships, contributing to 25% expansion in brand's online reach and visibility.
  • Crafted compelling and shareable content that drove 40% increase in website traffic and subsequent growth in lead generation.
  • Monitored and reported on social media analytics, providing insights that led to 20% improvement in content effectiveness and audience targeting.
  • Successfully handled crisis management through swift and effective social media response, maintaining brand reputation and customer trust.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed social media accounts for clients, generating interest for existing and upcoming product or service releases.

BENEFITS INSURANCE MANAGER

WILLIS TOWER WATSON
04.2016 - 01.2017
  • Led team of 20 benefits specialists, providing mentorship, guidance, and support to ensure their professional development and overall success of team
  • Designed and implemented training programs for team members to ensure stayed updated on latest industry trends, regulations, and best practices in benefits insurance
  • Conducted regular performance evaluations, set goals, and provided constructive feedback to team members to drive continuous improvement and maximize their potential
  • Overseen implementation of 5 new benefits programs or changes to existing ones, coordinated with various stakeholders to ensure smooth transition and timely delivery.
  • Trained 2 new HR team members on benefits enrollment processes and best practices, ensuring consistently high standard of service for 60 employees.
  • Observed strict procedures to maintain data and plan participant confidentiality.

COLLECTIONS LEAD PROMOTED 2X

AMG SERVICES
07.2011 - 07.2013
  • Led dynamic collections team, achieving remarkable 25% surge in monthly debt recoveries within initial three months.
  • Pioneered targeted negotiation strategy, resulting in impressive 18% improvement in repayment rates for payday loan portfolios.
  • Instituted comprehensive training programs for collectors, leading to 30% reduction in call duration and substantial 28% increase in successful payment arrangements.
  • Conducted in-depth analysis of delinquent accounts, pinpointing trends and implementing proactive measures that contributed to outstanding 35% reduction in overall delinquency rates.
  • Established and maintained highly effective communication channels with clients, resulting in notable 22% improvement in customer satisfaction and strengthened client relationship.
  • Successfully implemented cutting-edge technology solutions for debt tracking and management, leading to outstanding 27% improvement in operational efficiency.
  • Collaborated seamlessly with cross-functional teams to streamline processes, reducing average debt recovery timeline by impressive 25%.
  • Achieved performance goals on consistent basis.
  • Established relationships with customers to encourage payment of delinquent accounts.

Education

BACHELORS IN ENGLISH -

Arizona State University
Tempe, AZ
12.2022

Skills

  • Recruitment Process Optimization
  • Employee Engagement Strategy Execution
  • Training Program Development
  • HR Policy Implementation
  • Conflict Resolution
  • Benefits Administration Restructuring
  • Performance Management
  • Agile Framework
  • Goal Setting
  • Brand Messaging
  • Employment Data Tracking

Timeline

OPERATIONS and HR MANAGER PROMOTED 3X

GPS & TRACK
08.2020 - 08.2022

QUALITY ASSURANCE ANALYST PROMOTED 2X

CARVANA
09.2019 - 09.2020

SOCIAL MEDIA SPECIALIST PROMOTED 3X

RING
12.2016 - 09.2018

BENEFITS INSURANCE MANAGER

WILLIS TOWER WATSON
04.2016 - 01.2017

COLLECTIONS LEAD PROMOTED 2X

AMG SERVICES
07.2011 - 07.2013

BACHELORS IN ENGLISH -

Arizona State University

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