Carlos Gonzalez
Olathe,USA
Summary
Dedicated and experienced candidate in enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
15
15
years of professional experience
1
1
Certification
Work History
International Customer Service Representative
Allegion PLC
03.2023 - Current
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Developed comprehensive reports, enabling management to make informed decisions based on accurate data analysis.
- Produced training manuals, presentations and resources for enhanced learning.
- Cross-trained existing employees to maximize team agility and performance.
- Managed multiple projects simultaneously, delivering results within deadlines while maintaining high quality standards.
FIELD EXPERIENCE REPRESENTATIVE
Allegion PLC
01.2018 - 03.2023
- Conducted root cause analysis (RCA) as a team leader aiding in eliminating chronic, systemic issues that negatively impact the customer's experience
- Created and led new process improvement initiatives to the warranty labor program for 25+ employees, coordinating training activities and conducting follow-up employee surveys to improve outcomes
- Streamlined and headed the adoption of Allegion digital solutions online with more than 15+ clients while also training 100+ external and internal users to success on Allegion's digital platforms
- Provided a superior customer experience by addressing customer priority issues, demonstrating empathy, and resolving problems in a timely manner
LEAD GENERATION
Allegion PLC
01.2016 - 01.2018
- Fostered new client relationships by supporting client needs and educating them on existing and premier Allegion products.
- Collaborated with sales teams to ensure accurate lead tracking and timely follow-ups, enhancing overall customer experience and satisfaction.
- Built prospect lists of potential new customers through research and identification of business opportunities.
- Trained new team members in best practices for lead generation, resulting in improved overall team performance.
- Provided regular reports on campaign performance metrics to stakeholders within the organization, offering insights into areas of improvement or growth potential.
CHANNEL LOYALTY REPRESENTATIVE
Allegion PLC
01.2014 - 01.2016
- Became a customer advocate to internal departments and proactively supervised partner accounts to resolve recurring issues
- Boosted customer satisfaction levels by resolving issues efficiently and maintaining a courteous demeanor at all times.
- Consistently met or exceeded performance metrics related to customer satisfaction, call handling time, and issue resolution rates.
- Developed rapport with clients, leading to long-lasting relationships built on trust and mutual respect.
- Supported company values and mission to create a customer centric culture.
MARINE
United States Marine Corps
01.2009 - 01.2014
- Interacted with and supervised a multicultural 15-person team, providing individual coaching and mentorship to foster professional development
- Ensured equipment operational readiness by scheduling and overseeing routine maintenance of highly sensitive equipment
- Conducted scheduling of weekly and monthly tasks and mission to maintain target goals of unit operations.
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
Education
Associates Liberal Arts -
Excelsior University
Skills
- Goal-oriented mindset
- Interpersonal Relations
- Onboarding and Orientation
- Customer Relations
- Process Improvement
- Client Relationship Building
- Team Leadership
- Time Management
- Staff Training and Development
- Data Analytics
Certification
Engage Mentoring
Timeline
International Customer Service Representative
Allegion PLC
03.2023 - Current
FIELD EXPERIENCE REPRESENTATIVE
Allegion PLC
01.2018 - 03.2023
LEAD GENERATION
Allegion PLC
01.2016 - 01.2018
CHANNEL LOYALTY REPRESENTATIVE
Allegion PLC
01.2014 - 01.2016
MARINE
United States Marine Corps
01.2009 - 01.2014
Associates Liberal Arts -
Excelsior University
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