David Gonzalez
Product Support Specialist - Escapia
Buda,TX
Summary
Accomplished professional offering a wealth of experience establishing customer relationships, defining needs, and presenting product or service solutions to meet those requirements. Proficient at launching new territories, prospecting for business, and negotiating deals that result in significant revenue. Adept at analyzing business processes, identifying gaps, and recommending solutions to accelerate growth. A visionary with the capacity to build high-performance teams, assign responsibilities, and motivate success even in the most competitive market sectors. A veteran of the United States Marine Corps.
Overview
19
19
years of professional experience
3
3
years of post-secondary education
7
7
Certifications
Work History
Product Support Specialist
Expedia Group, Area
Austin, Texas
10.2021 - Current
- Troubleshoot reported financial data and updated financial records in ledgers and journals. Resolve month-end and year-end issues for customers.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Identified opportunities to increase business revenue by adjusting charge setup and incorrect processes.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Assisted with triaging software outages to restore capabilities and customer confidence in the product.
- Constantly one of the top 15% of performers on a monthly and quarterly basis in regards to key performance indicators.
- Oversee and distribute cases from the team queue
- Responsible for the internal chat consult for the Tier 1 support team
Operations Manager
Green Zero Labs
Austin, TX
06.2020 - 08.2021
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
- Developed and compiled reports on delivery of data and daily revenue projections.
- Extracted system data, identifying challenges and proposing development solutions.
- Devised and implemented reliable data management procedures to enable usability and security of company data.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
Business Process Specialist
City Of Austin Development Services
Austin, TX
06.2019 - 06.2020
- Collaborated with upper management to drive strategy and implement new processes.
- Conducted analysis of community needs and resources to support strategic plans.
- Collaborated with business-unit leaders to identify and prioritize problems.
- Identified, analyzed and interpreted trends or patterns in complex data sets.
- Served as the City of Austin Rule manager and the development services liaison for rule changes to the land development code.
- Provided policy interpretations for functional program design issues from regulatory guidance handed down through agency, government and legislative directives.
Business Information Specialist
City of Austin Economic Development
Austin, TX
01.2019 - 06.2019
- Added documents to file records and created new records to support filing needs.
- Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues and improving them.
- Used statistical methods to analyze data and generate useful business reports.
- Designed and implemented tools to support strategic value chain optimization initiatives.
- Utilized data visualization tools to effectively communicate business insights.
- Assisted the department in exceeding their attendance goal by 40% during National Small Business Week 2019
- Developed key metric tracking system to show return on investment (ROI) from National Small Business Week and a cost per customer analysis.
Trade and Business Development Intern
Texas Deptartment of Agriculture
Austin, TX
06.2018 - 08.2018
- Perform complex technical and consultative work for grants administered by the Grants Office of the Trade and Business Development division of the
- Texas Department of Agriculture, including the planning, implementation, coordination, monitoring, analyzing and evaluation of all aspects of multiple programs, including those impacting small businesses, non-profits and agricultural producers
- Extracted and interpreted data patterns to translate findings into actionable outcomes.
- Provided evaluative judgment based on analysis of information in complicated and unique situations and contributed to formulation of standards and strategies for functional areas.
Office Manager's Assistant
The University of Texas
Austin, TX
08.2015 - 05.2017
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Maintained computer and physical filing systems.
- Coordinated special projects and managed schedules.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
Account Manager, Military Recruiter
United States Marine Corps
San Francisco, CA
01.2012 - 08.2014
- Followed up with notable applicants sourced via industry-specific pipelines, events and job fairs.
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials and conducting initial interviews and pre-screening assessments.
- Oversaw new business development to generate leads, negotiate with clients and forecast new contracts.
- Built and strengthened long-lasting client relationships based on honesty and customer-focused sales.
- Set clear contract goals to identify activities and behaviors to advance sales process and close deals.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
Radio Operator Supervisor
Marine Corps
San Diego, CA
10.2004 - 12.2011
- Prepared and executed plans vital to successful unit deployments with regard to highly mobile and reliable communications
- Additionally, developed a systems approach toward communications, understanding communication equipment capabilities and systems integration
- Led and manged multiple projects that produced deliverable's in the form of process improvement, products, and eliminating waste
- Key accomplishments included:
- Led and mentored 67 Marines during 4 combat deployments
- Accountable for maintenance and upgrade of $2.1 million of communications equipment
- Created and implemented a feedback system to evaluate subordinate
- Marines’ performance on a monthly basis
Education
MBA - Business Administration and Management, General
Saint Edward's University
Austin, TX 01.2018 - 05.2019
Bachelor of Science - Sport and Fitness Administration/Management
The University of Texas At Austin
Austin, TX 08.2015 - 05.2017
Skills
Sales expertise
Customer rapport
CRM Systems
Relationship building and management
Account management
Excellent Communication
Certification
Indeed - Data Entry: Accuracy - Expert level
Timeline
Product Support Specialist
Expedia Group, Area
10.2021 - Current
Operations Manager
Green Zero Labs
06.2020 - 08.2021
Business Process Specialist
City Of Austin Development Services
06.2019 - 06.2020
Business Information Specialist
City of Austin Economic Development
01.2019 - 06.2019
Trade and Business Development Intern
Texas Deptartment of Agriculture
06.2018 - 08.2018
MBA - Business Administration and Management, General
Saint Edward's University
01.2018 - 05.2019
Bachelor of Science - Sport and Fitness Administration/Management
The University of Texas At Austin
08.2015 - 05.2017
Office Manager's Assistant
The University of Texas
08.2015 - 05.2017
Account Manager, Military Recruiter
United States Marine Corps
01.2012 - 08.2014
Radio Operator Supervisor
Marine Corps
10.2004 - 12.2011