Bryan Gonzalez
Fontana,CA
Summary
Dynamic Customer Service & Technical Support Specialist with proven expertise at Charter Communications in resolving complex issues and enhancing customer satisfaction. Skilled in CRM software and conflict resolution, I effectively identified upselling opportunities, driving revenue growth while fostering a customer-first culture. Bilingual in English and Spanish, I excel in diverse environments.
Overview
8
8
years of professional experience
Work History
Customer Service & Technical Support Specialist
Charter Communications
Ontario, CA
11.2019 - 08.2024
- Handled high-volume inbound calls, assisting customers with billing, account inquiries, and service issues.
- Provided expert product knowledge, explaining services, and policy details to customers.
- Utilized CRM systems to track customer interactions, update records, and process service requests.
- Resolved customer complaints effectively, ensuring high satisfaction rates, and retention.
- Assisted in upselling and cross-selling opportunities, recommending services tailored to customer needs.
Shift Manager
McDonald’s
Rancho Cucamonga, CA
10.2016 - 10.2019
- Managed daily operations, ensuring adherence to company policies, and customer service standards.
- Trained and supervised team members, fostering a customer-first culture.
- Managed cash systems, coordinated schedules, and resolved conflicts to boost team effectiveness.
- Identified needs of customers promptly and efficiently.
Education
Diploma -
Summit High School
Fontana, CA05-2013
Skills
- Proficient Call Handling Skills
- Customer Support
- Conflict Resolution and Management
- Product Knowledge
- Policy Explanation
- CRM Software Proficiency
- Efficient Data Entry
- Sales Support
- Identifying Upselling Opportunities
- Bilingual: English and Spanish
Timeline
Customer Service & Technical Support Specialist
Charter Communications
11.2019 - 08.2024
Shift Manager
McDonald’s
10.2016 - 10.2019
Diploma -
Summit High School