Summary
Overview
Work History
Education
Skills
Timeline
Generic

Joshua Gonzalez

El Paso,TX

Summary

For over 17 years I have been an award winning top performer and my natural ability to encourage and motivate those around me has been recognized as a cornerstone in the way I work towards the success of every team I have been a part of. I am seeking the opportunity to continue this successful trend as part of a new team.

Overview

34
34
years of professional experience

Work History

Call Center Representative

Verizon Wireless
El Paso, TX
05.2006 - 08.2023
  • Engaged in friendly conversation with customers to understand needs, resolve issues and answer product questions while upselling additional products and services when appropriate to strengthen customer retention.
  • Promoted high customer satisfaction by sharing my knowledge of relevant product and service offerings with team members as part of offline support to ensure our customers were made aware of all the benefits available to them.
  • Analyzed data collected during each call in order to track sales and revenue for the team and provided insight to creative positioning in order to present the benefits of the products and services available.
  • Worked with new and existing teammates to help bring out the best in their customer service abilities by personalizing the call flow and help their interactions remain friendly, natural and effective.
  • Worked side by side with new representatives observing each others calls to demonstrate desired skills and verify understanding.
  • Consistently participated in employee engagement activities to promote employee morale and increase employee retention.

Call Center Representative

West Teleservices
El Paso, TX
11.2004 - 05.2006
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Assisted supervisors by working with representatives on a one on one basis to help them improve their call taking skills
  • Assisted as a temporary supervisor for the technical support team and provided support for representatives troubleshooting cellphones for customers
  • Conducted team meetings in order to assist supervisors with the distribution of information regarding products and services

Call Center Representative

State Farm
El Paso, TX
11.2004 - 05.2006
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Assisted my direct supervisor by presenting a class on how to give a presentation as part of an employee development program

Call Center Representative

AT&T
El Paso, TX
05.1996 - 01.2003
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Consulted with customers to resolve service and billing issues.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Provided assistance for new representatives to build their customer service skills and help familiarize them with new tools

Librarian

The City of El Paso
El Paso, TX
06.1993 - 12.1995
  • Researched questions and concerns from customers and provided detailed responses as part of The Library Reference Department in person and by phone
  • Worked as part of the library outreach department to encourage library use
  • Read to children as part of The Children's Section programs
  • Assisted as an interpreter for guest presentations
  • Reviewed the library collections to assist in determining which books had grown outdated or had been worn and in need of replacement
  • Served as the official library mascot

Library Assistant

The University of Texas at El Paso
El Paso, TX
05.1991 - 05.1993
  • Prepared and maintained displays and displayed cases.
  • Kept watchful eye on front desk to encourage protected library environment.
  • Answered patrons' questions and assisted in finding materials requested.
  • Guided tours of the library Special Collections - a museum within the library

Library Clerk

The University of Texas at El Paso
El Paso, TX
09.1989 - 05.1991
  • As part of the UTEP Music Library I assisted students with locating the recorded music they required
  • Conducted placement tests to assist in the evaluation of students' knowledge prior to enrollment
  • Assisted The Ballet of The Americas - random errands
  • Assisted The El Paso Symphony Orchestra - usher

Education

High School Diploma -

Ysleta High School
El Paso, TX
06-1987

Some College (No Degree) - Music Education

The University of Texas At El Paso
El Paso, TX

Skills

  • Bilingual
  • Customer Relations
  • Sales
  • Data Management
  • Time Management
  • Employee Engagement
  • New Employee Training
  • Technical Support

Timeline

Call Center Representative

Verizon Wireless
05.2006 - 08.2023

Call Center Representative

West Teleservices
11.2004 - 05.2006

Call Center Representative

State Farm
11.2004 - 05.2006

Call Center Representative

AT&T
05.1996 - 01.2003

Librarian

The City of El Paso
06.1993 - 12.1995

Library Assistant

The University of Texas at El Paso
05.1991 - 05.1993

Library Clerk

The University of Texas at El Paso
09.1989 - 05.1991

High School Diploma -

Ysleta High School

Some College (No Degree) - Music Education

The University of Texas At El Paso

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Joshua Gonzalez