Open To Work
Enrique Gonzalez
Austin
Work Preference
Summary
Customer relations analyst specializing in portfolio management and process improvement. Successfully trained teams and implemented strategies that elevated customer satisfaction and streamlined operations, ensuring compliance with regulatory requirements while addressing complex client needs.
Overview
19
19
years of professional experience
Work History
Account Specialist
Kestra Financial
Austin
10.2025 - 04.2026
- In charge of processing and updating new account data for existing and transitioning firms into AdvisorComplete
- Enhanced account functionality by modifying special features for client accounts (Check writing, margin, periodic IRA distributions)
- Established Periodic Investment Plans for transitioning firms, enhancing clients' account management options.
- Educated representatives from acquired companies on updates to clients' traditional and Roth IRA accounts, facilitating seamless transitions
- Review completeness of various retirement account and investment plans
- Managed paperwork for outgoing transfers to designated financial institutions to appropriate recipients (NFS, Cashiering and Trading)
- Organized client files in Laserfiche, ensuring completeness of records for Roth IRAs, beneficiary forms, and brokerage account applications
Customer Success Agent/Supervisor on Duty
LifeSeasons
Kaysville
06.2023 - 05.2025
- Delivered quality customer service through calls, chats, and emails, fostering brand loyalty.
- Maintained professionalism in customer interactions, addressing concerns and resolving issues with a friendly, knowledgeable approach.
- Identified customer needs through active listening techniques.
- Acquired in-depth knowledge of supplement facts to assist customers effectively. to upsell and cross-sell products with retail contracts and individual customers.
- Researched complex issues across multiple databases and worked with support resources to resolve customer issues.
- Trained and mentored new employees to promote long-term professional skill development.
- Partnered with upper management to streamline operational processes.
Executive Service Specialist
SunPower
Austin
12.2021 - 02.2023
- Managed resolution of escalated customer issues from regulatory agencies, social media, attorney representation, Better Business Bureau, and company executives, ensuring timely and effective outcomes.
- Provided relationship management by acting as the primary point of contact for customers, company executives and various internal departments to provide a resolution to the escalation by phone, e-mail and mail.
- Researched accounts and reviewed legal agreements and contracts to ensure policy preservation and legal compliance, drafting resolutions to mitigate potential risks.
- Created case summaries, presentations, and proposals for stakeholders in the issue resolution process, tracking progress to ensure accountability and timely outcomes.
- Coordinated equipment repairs and installations, ensuring compliance with local regulations and policies.
- Acted as a backup to manager/team lead when coverage was necessary to provide support to the team.
Risk Operation Analyst
SunPower
12.2017 - 10.2021
- Analyzed energy supply data to assess power usage in customer homes, supporting informed decision-making.
- Calculated power cost related disclosures for financial reporting and regulatory requirements.
- Collaborated with cross-functional teams to ensure reporting and processing of all policy audits, payments and claims.
- Established clear payment options and plans for customers to facilitate account recovery.
- Ensured compliance to all federal and state Fair Debt and Collection laws for Loss Mitigation cases.
- Managed financial portfolio and updated customer's existing documentation on Salesforce.
- Handled inbound and outbound calls to SunPower customers, authorized parties, and home builders.
Financial Specialist
SolarWinds
08.2012 - 10.2017
- Managed a portfolio of software subscriptions, technical support, past due and current accounts.
- Processed billing, collections, and accounts receivable tasks through Netsuite to maintain accurate financial records.
- Analyzed various reports to inform management decision-making and enhance auditing processes.
- Worked collaboratively with other departments to find and implement financial solutions for customers.
- Recognized and resolved financial issues to facilitate timely decision-making and ensure accuracy in financial reporting.
Customer Service Advisor
Volt / Apple
12.2011 - 08.2012
- Provided complete and effective solutions upon identifying issues with account creation and billing in the iTunes Store.
- Customized resolutions using the dynamics of the Spanish language to ensure maximum customer satisfaction and world-class personalized customer service.
- Troubleshot and tested accounts for content issues, download problems, and Apple ID errors to enhance user experience.
- Trained and mentored new hires to improve onboarding process and maintain service quality.
Loss Mitigation Specialist
One West Bank
12.2009 - 08.2010
- Conducted quality assurance on mortgage modifications for the Home Affordability Modification Program.
- Verified borrower qualifications for the program by researching profiles, ensuring compliance with guidelines.
- Analyzed income verification within the program's established guidelines.
- Compiled and organized required data, including pay stubs, credit reports, and insurance documents, to streamline the mortgage modification process.
- Addressed borrowers' requests in person and via phone to ensure quality service.
Collection Specialist
EzCorp
08.2007 - 08.2009
- Handled inbound and outbound phone communications with Spanish speaking customers.
- Resolved customer inquiries using accounting system and coordinating with internal departments for timely solutions.
- Managed debt collection software server, documenting communications with delinquent debtors and processing ACH payments.
Education
Bachelor of Government - Business Foundation
University of Texas
Austin, TX01-2009
Skills
- Account management
- Customer Relationship Management (CRM)
- Customer engagement
- Salesforce
- Oracle NetSuite
- Financial reporting
- Risk management
- Process improvement
- Project Management
- Customer data management
- Microsoft Office Suite
- Client management systems
- Zendesk
- Self-directed results
Languages
Spanish, Fully fluent and written communication
Timeline
Account Specialist
Kestra Financial
10.2025 - 04.2026
Customer Success Agent/Supervisor on Duty
LifeSeasons
06.2023 - 05.2025
Executive Service Specialist
SunPower
12.2021 - 02.2023
Risk Operation Analyst
SunPower
12.2017 - 10.2021
Financial Specialist
SolarWinds
08.2012 - 10.2017
Customer Service Advisor
Volt / Apple
12.2011 - 08.2012
Loss Mitigation Specialist
One West Bank
12.2009 - 08.2010
Collection Specialist
EzCorp
08.2007 - 08.2009
Bachelor of Government - Business Foundation
University of Texas