Elizabeth "Liz" Gonzalez
Customer Service Representative
Largo,FL
Summary
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Assistant Manager
Hollister.Co
06.2021 - Current
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Reviewed sales and gross profit reports to determine options for increasing market growth.
- Planned team-building exercises to increase employee performance and job satisfaction.
- Assessed job applications and made hiring recommendations to bring in top candidates.
- Achieved recognition for contribution to store success by optimizing sales.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
Personal Shopper
Shipt
08.2017 - Current
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Reviewed customer orders closely to locate desired items and checked app regularly to identify changes.
- Tracked substitutions and informed customers of changes.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Conferred with customers via text to understand needs and make recommendations.
- Noted customer special requests, preferences and favorite products to enhance service and build loyalty.
- Picked quality and accurate items for daily customer orders.
- Loaded and unloaded orders at customer's homes or locations.
- Delivered items to customers on desired schedules by managing time efficiently and planning effective routes.
- Kept vehicle clean and neat to offer professional impression to every customer.
Marketing Manager/Customer Service Representative
Kinesis, The Movement Studio
12.2019 - 04.2020
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Answered constant flow of customer calls, social media direct messages, and emails with minimal wait times.
- Responded to customer requests for services and company information.
- Recommended classes to customers, thoroughly explaining details.
- Kept organized tracking documents detailing assignments, in-progress work and completed project milestones.
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns.
- Assessed marketing copy, art comps and final designs and compared with established specifications.
- Created company brand messaging, collateral materials, customer events, and promotional strategies.
- Assisted with development of event strategies and tactical plans to promote accomplishment of marketing goals.
- Orchestrated and implemented re-branding of Bungee Classes to improve sales and maximize effectiveness.
Restaurant Busser/Waitress
First Watch
05.2018 - 11.2019
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Suggested appropriate food and drink pairings to increase ticket sales.
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
- Worked quickly, communicated with other staff and always looked for better ways of completing tasks to improve productivity and keep tables ready for incoming guests.
- Resolved and escalated customer issues quickly to uphold strong customer relations standards.
- Provided respectful and courteous bussing services while operating within active dining rooms.
- Collaborated with team members to address emergent dining room situations and fill gaps in duty schedules.
- Organized and cleaned assigned sections by sanitizing and cleaning table, counter and kitchen surfaces.
- Stayed up-to-date on menu changes to help customers make food choices.
Marketing Specialist
DOW Electronics
01.2017 - 06.2017
- Planned marketing initiatives and leveraged referral networks to promote business development.
- Created documentation outlining research findings for use by project managers, customers and other marketing staff to make accurate decisions about future plans.
- Orchestrated, executed and monitored performance of campaigns to boost brand awareness and profitability.
- Analyzed demographic data to determine optimal targets, messaging and tactics for persuasion.
- Partnered with graphics team to prepare, design, implement and measure success of campaigns.
- Designed dynamic print ads, point of sale pieces and marketing proposals for retailers.
- Tracked key metrics and developed spreadsheets using Excel.
- Wrote engaging and successful marketing, advertising and website copy.
Education
Bachelor of Arts -
University of Tampa
01.2013 - 12.2016
Skills
Employee performance evaluations
Recruiting and interviewing
Strategic planning
Staff supervision
Training
Operations management
Employee scheduling
Professional telephone demeanor
Complaint resolution
Sales expertise
Stocking and replenishing
Creative problem solving
Timeline
Assistant Manager
Hollister.Co
06.2021 - Current
Marketing Manager/Customer Service Representative
Kinesis, The Movement Studio
12.2019 - 04.2020
Restaurant Busser/Waitress
First Watch
05.2018 - 11.2019
Personal Shopper
Shipt
08.2017 - Current
Marketing Specialist
DOW Electronics
01.2017 - 06.2017
Bachelor of Arts -
University of Tampa
01.2013 - 12.2016