CHARITY GONZALEZ
St. Petersburg
Summary
Experienced in a fast-paced call center environment, possessing exceptional communication and problem-solving skills. Proficient in managing customer inquiries and efficiently resolving issues, resulting in the delivery of excellent service. Seeking to transition into a new field to leverage these transferable skills and contribute effectively in a different capacity.
Overview
6
6
years of professional experience
Work History
Customer experience specialist
Bankers Financial Corporation
04.2019 - 03.2023
- Managed a high volume of daily claims, prioritizing tasks according to urgency while maintaining attention to detail.
- Conducted thorough investigations of product failures, identifying root causes and implementing corrective actions to prevent recurrence.
- Conducted detailed investigations into suspicious claims, reducing instances of fraud.
- Reviewed service contracts and ensured adherence to terms during the warranty period, minimizing liability risks for the company.
- Provided clear communication between the warranty department and other internal teams, fostering a collaborative environment that expedited problem resolution.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Identified and resolved discrepancies and errors in customer accounts.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives.
- Followed-through on escalations to increase customer retention rates.
- Empowered fellow team members through sharing knowledge and techniques that contributed towards improved service quality standards across the department.
Tropical Smoothie Team Member
Tropical Smoothie Cafe
10.2017 - 03.2019
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Developed strong cooperative relationships with coworkers and managers.
- Operated register to process payments and collect cash payment for order totals.
- Worked different stations to provide optimal coverage and meet production goals.
- Contributed to a positive work environment by consistently demonstrating professionalism, adaptability, and strong interpersonal skills.
- Assisted with inventory counts and stocking of merchandise.
- Gained recognition for delivering excellent customer service through active listening, empathetic communication, and timely resolution of concerns.
- Assisted in the onboarding of new team members by providing guidance, support, and training resources to ensure a smooth transition into the work environment.
- Addressed and resolved customer complaints in polite and professional manner.
Certified Nursing Assistant
Bayside Rehabilitation center
06.2017 - 08.2017
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Demonstrated strong time management skills while attending multiple patient needs simultaneously during busy shifts.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Maintained patient confidentiality at all times, ensuring compliance with HIPAA regulations and upholding ethical standards.
- Prevented cross-contamination by cleaning and sterilizing equipment.
- Implemented infection control protocols, minimizing spread of illnesses among patients and staff.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Supported needs of 10+ residents under long-term care per shift.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Transported patients between rooms and appointments or testing locations.
- Reduced patient falls risk by implementing safety measures such as bed alarms, non-slip footwear, and frequent monitoring of high-risk individuals.
- Prevented pressure ulcers in at-risk patients through regular repositioning, skin assessments, and proper bedding techniques.
- Provided emotional and psychological support to patients and their families, fostering positive healthcare experience.
Education
Bachelor of Arts - Psychology
University of South Florida
St. Petersburg, FL01.2025
Associate of Arts -
St.Petersburg College
01.2021
Skills
- Microsoft office
- Excel
- Data entry
- Multitasking and organization
- Calm under pressure
- Adaptable
- De-escalation techniques
- Interpersonal skills
- Analytical thinking
- Infection control
- Dementia care
- HIPAA compliance
Community Service
- Food pantry packer and server, St. Petersburg Free Clinic, 40
- Filing and faxing, St. Petersburg Free Clinic
- Food pantry set-up and server, "Reach Higher" Program, City On a Hill Church, 36
- Baby nursery volunteer, City On a Hill Church, 15
- Volunteer in youth group, City On a Hill Church, 6
- Feeding the homeless, City On a Hill Church, 10
- Reading to preschoolers, Goodwill BookWorks, 3
- Mock Mass Casualty volunteer, Bayfront Medical Center, 18
- Volunteer in nursing home, Bay Pointe Nursing Pavilion
Timeline
Customer experience specialist
Bankers Financial Corporation
04.2019 - 03.2023
Tropical Smoothie Team Member
Tropical Smoothie Cafe
10.2017 - 03.2019
Certified Nursing Assistant
Bayside Rehabilitation center
06.2017 - 08.2017
Associate of Arts -
St.Petersburg College
Bachelor of Arts - Psychology
University of South Florida
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