Carlos Gonzalez

• Built and managed relationships with key clients and partners to drive growth.
• Assisted clients with payment investigations, maintenance request, fulfillment request, research request by phone and e-mail
• Performed intakes and resolutions to about 30 clients daily, providing support timely and effective manner
• Analyzed and followed daily trends with customer inquiries and complaints, escalating issues to internal departments for effective solutions to ensure proper correction across all lines of business
• Collaborated with internal departments and external vendors to verify and correct client issues
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Trained clients on remote scanners and facilitated meetings to troubleshoot computers

• Processing wholesale business transactions by validating customer information, processing currency which includes checks and coins in fast-paced deadline driven environment
• Navigating multiple computer systems, utilizing search tools to find information on deposit discrepancies and balancing reports
• Immediately reported discrepancies and assisted in clearing discrepancies.
• Entered figures using 10-key calculator to compute data quickly.
• Facilitate weekly training and development sessions, creating and modernizing current procedures, focusing on "continuous practice improvement", reducing operating time by 20 minutes and improving delivery on SLA's
• Manage implementations of new procedures for our team, constructing formulas to balance our inventory, which has saved site $10-25k in equipment and wages in its first year.

• Reviewed and analyzed kitchen performance to verify gaps and observe continuous improvement.
• Developed 20 kitchen staff through training, disciplinary action, and performance reviews.
• Scheduled and received food and beverage deliveries, adhering to food cost and budget.
• Developed and implemented kitchen policies and procedures to establish clear guidelines for kitchen operations and comply with regulations.

• Transporting customers to their destinations using guided maps and in app instructions to safely arrive in timely matter
• Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
• Delivered goods and products to customer on time and in excellent condition.
• Coordinated efficient routes to avoid delays and optimize schedules.
• Creates Excel spreadsheet and maintained files to track mileage, maintenance, and miscellaneous expenses
• Assist passengers in embarking and disembarking vehicle as well as loading and unloading luggage.

Processed customer information, modification and preferences on purchase orders to meet high level of accountability and accuracy.

Developed strong working relationships with clients through clear communication and prompt resolution of queries or concerns related to their orders, returns and couriers.

Reduced errors in data entry by implementing thorough double-checking system which eliminated billing and shipping errors.

Demonstrated continuous improvement mindset by actively seeking support for customer master data improvements in our system

Played key role in maintaining customer satisfaction by ensuring timely processing of orders, payments, refunds, or other transactional activities requiring accurate data input.