Christina Gonzalez
El Paso,TX
Summary
To obtain a position that will enable me to put my skills and education to use.
Overview
17
17
years of professional experience
Work History
Team Lead (Promotion)
ADT
01.2023 - Current
- In January of 2023 I was promoted within my department to team lead
- My duties include coverage for my manager when he is out on PTO, vacation, or sick leave
- I also provide coverage over the weekend to the other 6 teams within the outbound department.
- I provide feedback during 30 to 45 minute screen share, I watch agents take calls and provide them notes that could help on future calls
- I run team huddles when my manager is out, I provide the team with performance numbers from the previous week. I address concerns and answer questions they may have.
- When my manager needs help with the day to day, I will do compliance audits. I will listen to a couple of calls per agent to make sure they are providing great customer service.
Outbound Sales Agent
ADT
06.2023 - Current
- I provide great customer service to our outbound callers who have inquired information on the ADT website
- I go by a script to make sure I am asking the right questions to get them to the correct department
- I warm transfer callers over to our residential, commercial, health, relocation, upgrade, and care department.
Social Media Assistant
Lightning Hypnosis/ Sleep Optimizer
12.2021 - 06.2022
- I post info on hypnosis, anxiety and sleep consultations on Facebook, Instagram and Twitter
- This is a part time job.
Customer Service Representative
Humach (Remote)
04.2021 - 11.2021
- I assisted NYC residents schedule, cancel and reschedule Covid 19 vaccine appointments
- Cold called NYC residents that were interested in scheduling a Covid 19 vaccine appointment
- I assisted in hurricane relief, 311 and NYC school bus transportation calls when needed.
Customer Service Representative
GC Services
07.2007 - 08.2008
- Provided excellent quality customer service for FedEx
- Provided accurate information about FedEx packages, locations, and drop off times
- Offered additional help when I could no longer assist the customer.
Education
Certificate - Medical Billing & Coding
Kaplan University-Davenport Campus
04.2015
Associate of Applied Science - Medical Assisting
Kaplan University
06.2013
Skills
- Outbound Sales
- Coaching and Mentoring
- Teamwork and Collaboration
- Team motivation
Personal Information
Title: Customer Service Rep (work from home)
Timeline
Outbound Sales Agent
ADT
06.2023 - Current
Team Lead (Promotion)
ADT
01.2023 - Current
Social Media Assistant
Lightning Hypnosis/ Sleep Optimizer
12.2021 - 06.2022
Customer Service Representative
Humach (Remote)
04.2021 - 11.2021
Customer Service Representative
GC Services
07.2007 - 08.2008
Certificate - Medical Billing & Coding
Kaplan University-Davenport Campus
Associate of Applied Science - Medical Assisting
Kaplan University
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