Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
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Darlene Gonzalez

Winter Haven,FL

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Skilled in top-notch oral and written communication, active listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Looking to bring well-rounded skills to new position, adding further success to dynamic company.

Overview

20
20
years of professional experience

Work History

Customer Service Lead/Order Entry Clerk

Cosgrove Enterprises
06.2011 - Current
  • Greeted customers and listened closely to problems described to determine solutions.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Trained, oversaw and mentored new team members to strengthen performance and job expertise.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Submitted completed orders quickly to maximize delivery efficiency.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Capitalized on upsell opportunities by suggesting best-fit offerings from available company products and services.
  • Processed [Product or Service] payments and adjusted customer accounts to maintain current system data.

Purchasing Agent

Catalina Furniture
07.2004 - 03.2009
  • Maintained complete documentation and records of all purchasing activities.
  • Communicated with vendors regarding inventory needs and negotiated prices to maintain profit margins.
  • Maintained consistent email communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders.
  • Communicated frequently with stores and vendors to manage orders and verify revisions on purchase orders.
  • Computed and created purchase orders in [System] to monitor stock levels, verify purchase requisitions and expedite customer orders.
  • Performed monthly reconciliation of open purchasing orders.

Bank Teller

Citibank
10.1999 - 01.2004
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Reconciled cash drawer and resolved discrepancies.
  • Counted and packaged currency and coins.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Provided customer records, account statements and copies of checks.
  • Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
  • Sold and cross-sold bank products to new and existing customers.
  • Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.

Education

High School Diploma -

Grover Cleveland High School
Ridgewood, NY

Skills

  • Customer Service and Assistance
  • Organized
  • Phone Etiquette
  • Training and Coaching
  • Microsoft 365
  • Leadership
  • Efficient and Detail-Oriented
  • Customer Retention Strategies
  • Data Entry and Maintenance
  • Order and Refund Processing
  • Credit Card Payment Processing

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Service Lead/Order Entry Clerk

Cosgrove Enterprises
06.2011 - Current

Purchasing Agent

Catalina Furniture
07.2004 - 03.2009

Bank Teller

Citibank
10.1999 - 01.2004

High School Diploma -

Grover Cleveland High School

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Darlene Gonzalez