Summary
Overview
Work History
Education
Skills
Timeline
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Eric Gonzales

Albuquerque,NM

Summary

Service-focused Customer Relations Specialist bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles.

Overview

14
14
years of professional experience

Work History

Customer Relations Specialist

Verizon Wireless
01.2018 - Current
  • Mentored less experienced team members to improve customer responses and work toward first call resolution.
  • Used company troubleshooting resolution rubric to evaluate technical problems and find appropriate solutions.
  • Logged call information and solutions provided into internal database.
  • Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Performed lead role as supervisor to de-escalate customers.

Tier 2 Technical Support Specialist

Verizon Wireless
05.2013 - 01.2018
  • Provided high-level technical support by resolving inquiries by phone, chat and web consistent with department and team service levels and goals.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.

Customer Service Representative

Verizon Wireless
06.2009 - 05.2013
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

High School Baseball Coach

Albuquerque Public Schools
01.2020 - Current
  • Utilized positive communication to encourage team and promote integrity and respect.
  • Collaborated with other coaches to create and execute game plans.
  • Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience, and respect for others.
  • Assessed strengths and weaknesses of opponents to develop valuable techniques and increase preparedness.
  • Analyzed and adjusted team strategies during games to enable flexibility and maximize success.
  • Enforced discipline both on and off-field to lead team with highest personal standards.
  • Monitored team practices to establish high level of performance.
  • Provided guidance to student athletes in overcoming challenges and identifying opportunities.

Education

Bachelor of Arts - Organizational Communication

University of New Mexico
Albuquerque, NM
07.2017

Associate of Arts - Liberal Arts And General Studies

Luna Community College
Las Vegas, NM
05.2009

Skills

  • Clerical Support
  • Calm and Professional Under Pressure
  • Policy and Procedure Adherence
  • Customer Complaint Management
  • Complex Product Knowledge
  • Problem-Solving Ability
  • Complaint Resolution

Timeline

High School Baseball Coach

Albuquerque Public Schools
01.2020 - Current

Customer Relations Specialist

Verizon Wireless
01.2018 - Current

Tier 2 Technical Support Specialist

Verizon Wireless
05.2013 - 01.2018

Customer Service Representative

Verizon Wireless
06.2009 - 05.2013

Bachelor of Arts - Organizational Communication

University of New Mexico

Associate of Arts - Liberal Arts And General Studies

Luna Community College

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Eric Gonzales