Cynthia Gonzalez
Kissimmee,FL
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Everise - Wellcare
Kissimmee, FL
10.2023 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
Customer Service Representative
Arise - Modivcare
Kissimmee, FL
09.2022 - 09.2023
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong customer relationships to encourage repeat business.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Representative
Arise - Agero
Kissimmee, Florida
06.2021 - 10.2021
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Customer Service Representative
Sitel Work From Home Solutions
Kissimmee, FL
10.2015 - 02.2016
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
Players' Club Representative
Calder Casino
Miami, Florida
11.2014 - 01.2015
- Greeted guests upon arrival and provided them with information about the Player's Club benefits and services.
- Assisted guests in signing up for the Player's Club membership and explained the various membership tiers.
- Explained rules, regulations, and procedures to new members regarding usage of their club cards.
- Promoted players' club by walking casino floor and signing up new guests.
Customer Service Representative
Hialeah Park Casino
Hialeah, Florida
12.2013 - 02.2014
- Gathered customer feedback through surveys and used the data to improve customer service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
Receptionist
Hialeah Park & Casino
Hialeah, Florida
06.2013 - 09.2013
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled appointments for clients, customers, and other visitors.
- Verified visitors' identification cards before allowing access to the building.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
Customer Service Representative
Hialeah Park & Casino
Hialeah, FL
12.2010 - 04.2012
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
Receptionist
M.I.A Rent A Car
Miami, FL
06.2010 - 11.2010
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled appointments for clients, customers, and other visitors.
- Verified visitors' identification cards before allowing access to the building.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
Education
High School Diploma -
Miami Springs Senior High School
Miami Springs, FL06-2011
Skills
- Inbound and Outbound Calling
- Appointment Scheduling
- Call Management
- Complaint resolution
- Computer Proficiency
- Customer Service
- Multi-tasker
- Positive and professional
- Courteous demeanor
- Problem-solving abilities
- Research
- Active Listening
Languages
English
Professional
Spanish
Professional
Timeline
Customer Service Representative
Everise - Wellcare
10.2023 - Current
Customer Service Representative
Arise - Modivcare
09.2022 - 09.2023
Customer Service Representative
Arise - Agero
06.2021 - 10.2021
Customer Service Representative
Sitel Work From Home Solutions
10.2015 - 02.2016
Players' Club Representative
Calder Casino
11.2014 - 01.2015
Customer Service Representative
Hialeah Park Casino
12.2013 - 02.2014
Receptionist
Hialeah Park & Casino
06.2013 - 09.2013
Customer Service Representative
Hialeah Park & Casino
12.2010 - 04.2012
Receptionist
M.I.A Rent A Car
06.2010 - 11.2010
High School Diploma -
Miami Springs Senior High School
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