DAVID GAONA
Pharr,TX
Summary
Dedicated professional with a strong background in customer service and conflict resolution. Skilled in problem-solving and effective communication, ensuring customer satisfaction and loyalty. Collaborative team player, adaptable to evolving needs, focused on delivering results and enhancing organizational success through empathetic service.
Overview
2
2
Languages
9
9
years of professional experience
Work History
TSA CSR (Contracted)
Senture
McAllen, TX, Texas
04.2026 - Current
- Negotiated customer solutions for screening procedures, enhancing customer satisfaction.
- Utilized conflict resolution skills to handle difficult customer service scenarios gracefully.
- Resolved complex customer issues with empathy, improving overall customer experience.
- Assisted customers in navigating company website or application during support interactions.
- Assisted passengers with setting up a 'Request for Assistance' forms for their conditions and disabilities .
- Communicated current application and membership statuses to clients.
- Follow call flow for assisting passengers with their TSA Precheck issues.
- Senture | McAllen, TX - Texas
CSR2
Recreation.gov
McAllen, Tx
02.2025 - Current
- Addressed, researched, and resolved customer issues.
- Evaluated post-trip feedback to identify improvement areas for future planning.
- Addressed client concerns or inquiries during planning process promptly and professionally.
- Facilitated payment collection for reservations and accommodations, ensuring transaction accuracy.
- Managed difficult customer situations with empathy, ensuring resolution and customer satisfaction.
- Provided accurate information about facilities and services to customers.
- Utilized various software programs such as ServiceNow systems, The Hub R1S, and communication platforms effectively.
- Maintained customer records by updating account information in database.
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.
- Guided calls using excellent communication skills and decisive approach.
- Facilitated customer calls by employing effective communication techniques.
- Evaluated feedback from participants post-trip to identify areas for improvement in future planning efforts.
- Recreation.gov | McAllen, Tx
IRS Agent (Contracted)
Senture
Pharr, TX
05.2023 - 11.2024
- Read and explained tax law to clients.
- Continuously updated knowledge of industry regulations, laws, and best practices.
- Pitched services to taxpayers in order to claim missing economic impact payments
- Presented services to taxpayers in order to claim missing economic impact payments
- Senture | Pharr, TX
Amazon Flex Delivery Driver
Amazon
McAllen, TX, Texas
09.2021 - 04.2023
- Provided exceptional service to ensure customer satisfaction and loyalty.
- Coordinated suitable routes to meet schedule demands.
- Conducted thorough vehicle inspections pre- and post-trip to ensure safety and operational readiness.
- Loaded packages safely to minimize damage or reduce injury.
- Lifted boxes weighing up to 50lbs to facilitate efficient loading and unloading. weighing up to 50lbs repeatedly throughout shifts.
- Used handheld device to scan orders, obtain route information and navigate.
- Followed scanning, tracking and documentation procedures to avoid errors.
- Secured loads in vehicle, distributing weight safely.
- Adhered to delivery instructions to properly collect and deliver products.
- Drove safely in adherence with state and federal laws.
- Met deadlines while working autonomously in fast-paced environment.
- Met deadlines while working autonomously in a fast-paced environment.
- Alerted management to critical issues affecting customer deliveries, vehicle maintenance, and paperwork accuracy.
- Amazon | McAllen, TX - Texas
Sales Associate
Lowe's Home Improvement
McAllen, TX
03.2021 - 09.2021
- Led department within 3 months of hire
- Assisted customers in electrical and flooring departments.
- Gained in-depth knowledge of product offerings to assist customers effectively.
- Lowe's Home Improvement | McAllen, TX
Lawn and Garden Sales Associate
Walmart
Edinburg, TX
10.2019 - 03.2021
- Expanded role beyond Lawn and Garden associate, contributing to various store operations
- From outside infront of the store helping push carts, provide maintenance on carts such as changing tires, cleaning, carryout purchased good to vehicles and so forth
- All the way to the back of the store by helping unload trucks full of merchandising and pallets then stocking them to their respective departments
- Proactively assisted in multiple areas of the store as needed
- Demonstrated strong work ethic and commitment to growth opportunities within the company
- Walmart | Edinburg, TX
Shift Manager
Johnny Rockets
McAllen, TX
09.2018 - 10.2019
- Expanded skills to enhance operational efficiency at Johnny Rockets
- Conducted daily inventory, managed cash handling and deposits, monitored food costs and labor, scheduled shifts based on projected sales, ordered and received inventory, and hired staff to deliver exceptional customer service and drive sales
- Focused on creating positive customer experiences to encourage repeat visits
- Johnny Rockets | McAllen, TX
CSR - Customer Service Representative
Ticketmaster
01.2018 - 07.2018
- My position as a Assisted clients with their needs would be make sure my clients were receiving great customer service as well as meet their needs right there and then.
- Ticketmaster
Education
High school or equivalent - Business Administration
Psja North High School
Pharr, TX05-2017
Skills
- Customer Service
- Client assistance
- Client service
- Dispute resolution
- Issue resolution
- Contact center
- Contact center experience
- Problem-Solving
- Communication skills
- Active listening
- Adaptability
- Teamwork
- Safety Compliance
- Food Safety
- Payment Collection
- Payment processing
- Cash management
- Inventory Control
- Supervising Experience
- Shift Management
- Leadership
- Merchandising
- Conflict management
- Customer Outreach
- Critical thinking
- Task Prioritization
- Contact center experience
- Conflict management
- Customer Outreach
- Payment processing
Languages
English Fluent
Spanish Conversational
Timeline
TSA CSR (Contracted)
Senture
04.2026 - Current
CSR2
Recreation.gov
02.2025 - Current
IRS Agent (Contracted)
Senture
05.2023 - 11.2024
Amazon Flex Delivery Driver
Amazon
09.2021 - 04.2023
Sales Associate
Lowe's Home Improvement
03.2021 - 09.2021
Lawn and Garden Sales Associate
Walmart
10.2019 - 03.2021
Shift Manager
Johnny Rockets
09.2018 - 10.2019
CSR - Customer Service Representative
Ticketmaster
01.2018 - 07.2018
High school or equivalent - Business Administration
Psja North High School