Christianna Gonzales
Tooele,UT
Summary
Experienced and results-driven professional with strong leadership, project management, and customer service skills. Proven success in improving operations, coordinating cross-functional teams, managing inventory and dispatch functions, and building lasting client relationships. Adaptable and highly motivated, with a solid work ethic and the ability to excel both independently and in team environments. Also skilled in collections, with expertise in customer communication, payment resolution, research, and attention to detail. Dedicated to driving efficiency, supporting business goals, and delivering exceptional service.
Overview
5
5
years of professional experience
Work History
Debt Collector/ Customer Service Representative
North American Recovery
11.2024 - Current
- Managed collection efforts for delinquent accounts, ensuring compliance with regulations and company policies.
- Developed effective communication strategies to negotiate payment arrangements with clients.
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
INTERNAL OPERATIONS MANAGER
High Mark Communications
10.2023 - 10.2024
- Monitored progress on projects to ensure timely completion according to schedule.
- Developed and maintained policies and procedures for internal operations.
- Created and implemented strategies to improve operational efficiency and reduce costs.
- Managed daily operations such as scheduling, inventory management, and customer service.
- Identified areas of improvement in processes and systems, then created solutions to address them.
- Provided leadership, guidance, and mentorship to team members in achieving organizational objectives.
- Maintained professional working relationships and promoted open lines of communication with staff.
- Tracked company inventories and ordered new products to replenish equipment levels.
DISPATCHER
High Mark Communications
06.2022 - 10.2024
- Excelled in multitasking to manage a high call volume with professionalism and efficiency.
- Proficiently used computer systems for data entry, tracking, and managing of driver information.
- Responded quickly to emergency situations involving drivers or vehicles.
- Efficiently handled all incoming calls from customers inquiring about services or shipment status.
- Monitored GPS tracking systems to track the location of technicians in real time and make necessary adjustments based on customers needs and priority level.
- Prepared, updated and dispensed daily route schedule.
- Assisted in training new staff members on dispatcher duties and responsibilities.
- Relayed work orders, messages, or information to or from drivers by telephone.
- Maintained positive relationships with drivers by providing helpful advice regarding route selection or traffic conditions.
CUSTOMER SERVICE REPRESENTATIVE
High Mark Communications
10.2021 - 10.2023
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals.
- Assisted with training and mentoring new team members.
- Remained open to feedback from supervisor and peers to build and improve skill set.
LOGISTICS MANAGER
High Mark Communications
10.2021 - 07.2023
- Managed logistics operations, including warehouse inventory and transportation of goods.
- Resolved customer issues or complaints in a timely manner.
- Maintained accurate records of orders, shipments, invoices, bills of lading.
- Coordinated with suppliers, vendors, and customers to ensure timely delivery of products.
- Collaborated with other departments to ensure that customer orders were processed efficiently.
- Streamlined inventory management system resulting in reduction of inventory depletion.
Education
High School Diploma -
Stansbury Highschool
Stansbury, Ut05.2021
Skills
- Customer service and support
- Problem-solving and decision-making
- Team leadership and training
- Project planning and management
- Operational efficiency strategies
- Warehouse operations and inventory management
- Continuous improvement initiatives
- Client relationship management
- Phone etiquette and communication
- Dispatching and negotiation skills
- De-escalation techniques
- Managing high call traffic
- Debt recovery strategies
- Skip tracing techniques
- Patience and persistence
- Call center experience
- Stress tolerance
- Client relations
Timeline
Debt Collector/ Customer Service Representative
North American Recovery
11.2024 - Current
INTERNAL OPERATIONS MANAGER
High Mark Communications
10.2023 - 10.2024
DISPATCHER
High Mark Communications
06.2022 - 10.2024
CUSTOMER SERVICE REPRESENTATIVE
High Mark Communications
10.2021 - 10.2023
LOGISTICS MANAGER
High Mark Communications
10.2021 - 07.2023
High School Diploma -
Stansbury Highschool