Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
Generic

Desirae Colon Gonzalez

Concord,NC

Summary

Dedicated professional with demonstrated strengths through customer service, personnel management, and technological expertise. Proven experience troubleshooting problems and cultivating positive relationships with vendors, clients, and employees. A highly motivated employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

11
11
years of professional experience

Work History

Sales Operations Coordinator

Charter Communnications
Charlotte, NC
08.2023 - Current
  • Analyzed sales data to identify areas of improvement and growth potential.
  • Assisted in the development of processes, procedures, and policies related to operations and sales.
  • Regularly provide project updates to various stakeholders about progress, adjustments, and/or opportunities for improvement
  • Collaborated with Sales Team on marketing initiatives designed to increase revenue opportunities.
  • Monitor function mailboxes and manage response
  • Maintained accurate records of all orders, invoices, and contracts. by company policy.
  • Performed administrative tasks such as filing documents, creating spreadsheets, and scheduling appointments.
  • Managed communications between customers, vendors, suppliers, and internal departments regarding order status or delivery timescales.
  • Resolved conflicts between customers and vendors regarding product quality issues or late deliveries.
  • Guided best practices when dealing with clients during the onboarding process.
  • Acted as a liaison between Sales Team and other departments within the organization ensuring smooth flow of information.
  • Research varied topics based on client needs and make recommendations upon request

Enterprise Client Service Rep

Charter Communications
Charlotte, North Carolina
02.2022 - 08.2023
  • Engage other teams as necessary to resolve disputes by submitting rate information or order requests for billing correction within established parameters.
  • Review Contract terms and agreements with clients, and calculate early termination fees if needed.
  • Consolidate large amounts of data, review for accuracy and anomalies, analyze trends, and depict findings in an engaging manner for easy consumption.
  • Developed strong relationships with customers through friendly interactions and problem-solving abilities.
  • Actively and consistently supports all efforts to simplify and enhance the customer experience.
  • Performed administrative tasks such as filing documents and responding to emails.
  • Identified opportunities for process improvements within the organization's customer service department.
  • Researched solutions using available resources including internal databases and external sources.
  • Research varied topics based on client needs and make recommendations upon request.
  • Reviewed and resolved client concerns and issues, researching relevant details and communicating solutions.
  • Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
  • Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Mentored junior team members and managed employee relationships.

RSC Specialist

Charter Communications
Brooklyn, NY
11.2017 - 02.2022
  • Determine the serviceability of client locations after tech completes the site survey job.
  • Assign construction work orders to tech routes routes.
  • Develop and manage detailed project schedules and plans, including coordination of work with partner teams, ensuring projects remain on track.
  • Troubleshoot technology-related issues and escalate appropriately.
  • Schedule service installs appointments, and create special request orders.
  • Assign appointments onto tech's routes and dispatched over 50 technicians' routes.
  • Assist techs with provisioning equipment for phone, internet, and cable.
  • Fix coding issues to activate equipment or complete/ close jobs for technicians.
  • Make adjustments to services in the billing system manually by adding services, and removing services if needed for both techs and customers.
  • Add and remove equipment, or move equipment manually to different accounts and fix coding issues/ errors on customers' accounts for technicians.
  • Checked installations for compliance with specifications and corrected deficiencies
  • Accomplished daily work targets efficiently by maintaining production reports, scheduling specific work assignments when instructed, and monitoring project workflow related to customer appointments.
  • Partner with technology and other teams to test and implement solutions.

Customer Service Representative

Charter Communications
Flushing, NY
08.2015 - 11.2017
  • Contacted customers to respond to inquiries or notify them of claim investigation results or adjustments.
  • Processed customer exchanges, refunds, and bill adjustments to correct product or service problems.
  • Resolved customers' service or billing complaints by exchanging merchandise, refunding money, or adjusting bills.
  • Confirm charges, explain the bill, and go into detail related to past due. amounts/collections, rate increases, and non-pay work orders on customer accounts as well as process payments.
  • Responsible for escalation of issues promptly to ensure an effective end-user experience while remaining engaged in resolving the customer issue regarding their bill.
  • Remained current on new marketing campaigns to respond appropriately to marketing-related inquiries and rates/ packages.
  • Posted payments, and resolved billing problems using successful communication with involved parties.
  • Troubleshoot technology-related issues and escalate appropriately.
  • Promote special offers to increase sales, ensure a successful sales cycle by maintaining operational product knowledge, and service pricing.
  • Initiate the installation process by creating new orders, service and billing accounts.
  • Communicated with customers to adjust accounts related to the bill and answer inquiries.

Administrative Consultant

IST Management
New York, NY
10.2013 - 07.2015
  • Managed routine office needs such as answering phone calls, responding to emails, and distributing mail.
  • Updated databases with manual data entry and document scanning.
  • Covered daily office workloads through effective staffing and resource coordination.
  • Organized employee appreciation events, meetings, and conferences for office staff
  • Arranged new hire orientation and ongoing employee training.
  • Monitor function mailboxes and manage responses.
  • Updated databases with manual data entry and document scanning by maintaining associated records and providing reports.
  • Coordinated meetings between team members and clients in different locations and time zones.
  • Handled personnel records and supported payroll operations for full-time employees.
  • Analyzed complex information requests and identified trends to improve response.
  • Provide support for medium- to large-scale programs, processes, and projects, such as talent planning, succession planning, and other programs.
  • Develop and manage detailed project schedules and plans, including coordination of work with partner teams, ensuring projects remain on track.
  • Create training resources and supporting project materials including agendas.

Education

Certificate - Human Resources Management

Purdue University
West Lafayette, IN
08-2024

Bachelor of Arts (B.A.) - Human Resourcs - Human Resources Management

Tiffin University
05.2017

Associate in Arts (A.A.) - Business Administration - Business and Managerial Economics

Tiffin University
06.2013

Skills

  • Demonstrated interpersonal skills for an effective working relationship with various levels of employees
  • Demonstrated communications skills
  • Ability to work independently and collaboratively in a fast-paced, demanding, and ever-changing work environment
  • Proficiency in PowerPoint, Excel, and Word
  • Flexibility and willingness to work in a rapidly changing HR environment
  • Effective attention to detail
  • Effective time management skills
  • Ability to work independently and collaboratively in a fast-paced, demanding, and ever-changing work environment

Accomplishments

  • Recognition and reward for being a Silver employee
  • Recognition and reward as an MVP employee
  • Leadership role in mentoring and coaching employees
  • Award for Telecommunications

Affiliations

  • Volunteer feeding the homeless
  • Red Cross Member

Timeline

Sales Operations Coordinator

Charter Communnications
08.2023 - Current

Enterprise Client Service Rep

Charter Communications
02.2022 - 08.2023

RSC Specialist

Charter Communications
11.2017 - 02.2022

Customer Service Representative

Charter Communications
08.2015 - 11.2017

Administrative Consultant

IST Management
10.2013 - 07.2015

Certificate - Human Resources Management

Purdue University

Bachelor of Arts (B.A.) - Human Resourcs - Human Resources Management

Tiffin University

Associate in Arts (A.A.) - Business Administration - Business and Managerial Economics

Tiffin University

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Desirae Colon Gonzalez