Summary
Overview
Work History
Education
Skills
Timeline
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Barbra Gonzalez

Barbra Gonzalez

Victoria,TX

Summary

Detail-oriented and driven professional with strong time management and organizational skills, adept at thriving in diverse environments. Proven ability to enhance customer service experiences through effective multitasking and a commitment to excellence. Seeking to leverage skills in an entry-level capacity while contributing to organizational success.

Diligent professional brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.

Overview

17
17
years of professional experience

Work History

Assistant /Automotive Service Manager

Bravo Honda /
Victoria, TX
10.2020 - 12.2024
  • Analyzed business performance data and forecasted business results for upper management.
  • Provided technical support for hardware and software issues experienced by customers.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
  • Coordinated with sales and marketing teams to develop service offers and promotions.
  • Analyzed existing processes for potential cost savings initiatives.
  • Resolved customer inquiries and complaints requiring management-level escalations
  • Resolved customer complaints in a timely manner.
  • Motivated and supported employees to maintain low turnover.
  • Collaborated with customers to offer solutions to service needs.
  • Reviewed customer billing statements for accuracy prior to release.
  • Evaluated customer complaints and took corrective action when necessary.
  • Monitored worker skills and training to correctly delegate assignments for maximum performance.
  • Reviewed invoices from suppliers to ensure accuracy before payment was made.
  • Implemented processes to improve customer satisfaction and retention.
  • Implemented new methods to increase efficiency in the service department.
  • Resolved customer disputes by listening attentively to their concerns and finding appropriate solutions.
  • Advised customers on proper vehicle care techniques after completion of repairs.
  • Scheduled preventive maintenance services according to manufacturer's recommendations.
  • Assisted in resolving warranty claims between customers and manufacturers.
  • Created marketing plans for the service department to attract more customers.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Developed and implemented policies and procedures for efficient workflow.
  • Organized special events to promote the company's automotive services.
  • Developed sales strategies to successfully increase per-customer revenue by as much as.
  • Negotiated contracts with vendors to secure favorable terms and pricing.
  • Analyzed repair orders to identify trends in vehicle issues, parts usage, and labor costs.

Warranty Administrator

Bravo Honda / Nissan
Victoria, TX
10.2020 - 12.2024
  • Processed warranty paperwork for accurate documentation, reporting and filing.
  • Handled modification and updating of policies.
  • Participated in training sessions offered by vendors or manufacturers related to specific products or services covered by the company's warranty program.
  • Investigated customer complaints regarding product defects and non-compliance with warranties.
  • Stayed up to date on factory announcements and recalls.
  • Evaluated existing policies and procedures for processing warranties and identified areas for improvement.
  • Monitored warranty costs, identifying areas for cost-saving opportunities.
  • Checked documentation for appropriate coding, catching errors and making revisions.
  • Utilized problem solving skills to resolve customer disputes quickly and efficiently.
  • Transcribed data to worksheets, and entered data into the computer to prepare documents and adjust accounts.
  • Developed and maintained relationships with vendors, suppliers, and other third-party providers related to warranty services.
  • Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
  • Resolved discrepancies in warranty coverage for customers.
  • Coordinated with internal departments such as sales, engineering, and finance to ensure accurate handling of all warranty claims.

Customer Care Representative

Dillard's
Victoria, TX
06.2008 - 08.2011
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
  • Participated in team meetings to discuss strategies for improving customer satisfaction levels.
  • Ensured compliance with company policies regarding privacy laws and data protection regulations.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Education

Associate Degree in Business

Victoria College
Victoria, TX
08-2014

Skills

  • Team collaboration and leadership
  • Team leadership
  • Positive attitude
  • MS office
  • Trustworthy and honest
  • Outgoing and energetic
  • Goal setting
  • Customer service
  • Multiple priorities management
  • Data analytics
  • Policy and procedure enforcement
  • Reporting and documentation
  • Hospitality and accommodation
  • Analytical thinking
  • Financial controls
  • Service documentation
  • Documentation and reporting
  • Productivity monitoring
  • Business development
  • Inventory management
  • Office administration
  • Quality assurance
  • Regulations compliance
  • Service and parts teams management
  • Supply ordering
  • Budget control
  • Technical support
  • Customer service management
  • Customer satisfaction measurement
  • Bilingual English and Spanish
  • CRM software
  • Complaint handling
  • Customer relationship management
  • Relationship building
  • Decision-making
  • Issue follow up
  • Customer relations
  • Product knowledge
  • First call resolution
  • Phone etiquette
  • Appointment scheduling
  • Email communication
  • Call center experience
  • Payment processing
  • Adaptability and flexibility
  • Brand representation
  • Empathy and patience
  • Time management
  • Security verification
  • Call handling
  • Issue escalation
  • Project management
  • Task prioritization
  • Inbound customer service

Timeline

Assistant /Automotive Service Manager

Bravo Honda /
10.2020 - 12.2024

Warranty Administrator

Bravo Honda / Nissan
10.2020 - 12.2024

Customer Care Representative

Dillard's
06.2008 - 08.2011

Associate Degree in Business

Victoria College

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Barbra Gonzalez