Biannay Gonzalez

• Delivered exceptional customer service by resolving account inquiries, troubleshooting, and providing accurate information on products and services.
• Accurately recorded members' interactions, including details of accounts, resolutions, and any follow-up actions required within the credit union's systems to maintain good customer service.
• Ensured timely follow-up and issue resolution, which included responding to member emails.
• Managed high call volumes and reduced wait times in multiple queues.
• Followed established guidelines for handling member interactions, data privacy, and quality control.
• For improvement, conducted quality assurance reviews to ensure compliance with service standards and identify improvement areas.

• Assisted with special projects and attended training sessions to enhance team performance.
• Maintained organization amongst 20+ employees per crew by streamlining the check-in process.
• Collaborated with supervisor to enhance workflow and improve task completion. to complete tasks efficiently.
• Successfully communicated with employees to maintain a cohesive work environment.
• Worked closely with supervisor to complete tasks efficiently.
• Successfully completed maintenance projects within the given timeframe.
• Assisted with special projects, attending training sessions, providing back-up when needed, and other work-related duties as assigned by supervisor/manager.

• Managed a team of waitstaff, ensuring that each customer received excellent service and their needs were promptly met.
• Successfully resolved customer complaints by finding a resolution that was satisfactory to both parties.
• Maintained composure during rushes with up to 300 customers while managing a staff of 7, ensuring smooth operations and high customer satisfaction.
• Organized team by delegating tasks and responsibilities based on strengths, resulting in a 15% increase in efficiency.
• Successfully diffused heated customer complaints 80% of the time, maintaining a calm environment for other diners.
• Trained new waitstaff on company policies and procedures, helping them to quickly become productive members of the team.
• Maintained a high level of customer satisfaction by providing prompt and positive service at all times.
• Tracked and organized hours for a staff of 50+ waitresses, ensuring all employees were paid for their completed work pay period.
• Provided excellent communication with the restaurant manager to ensure an accurate distribution of tips and cash flow amongst the waitstaff.
• Successfully delegated tasks amongst the waitstaff in order to provide optimal customer service during high-traffic dining periods.

Expected Graduation: May 2029

• Honor Roll (all 4 years)