Erik Gonzales
North Salt Lake,UT
Summary
Self-motivated Operations Manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques.
Overview
21
21
years of professional experience
Work History
Flight Attendant
Frontier Airlines
Denver, CO
12.2023 - Current
- Demonstrated proficiency in aircraft emergency procedures, first aid, CPR, defibrillators, oxygen administration, and other safety protocols.
- Performed pre-flight checks on the aircraft's interior components such as exit doors and lavatories.
- Monitored cabin environment throughout flight, checking seatbelts and ensuring passenger comfort.
- Served beverages and food items and provided key information about offerings to passengers during flights.
Strategic Operations Manager
ExamOne, a Quest Diagnostics
Salt Lake City, UT
01.2017 - 07.2023
- Effectively manage the transformation of our collection network as we diversify our revenue sources into clinical, healthcare, wellness and other services beyond the traditional focus on life insurance
- Proactively provide solutions that can be adopted across the network to achieve our goal of standardization in our service delivery
- Act as a liaison to represent our services to a broad range of customers related to the diversification mentioned above
- Work with internal teams to gain access to resources needed as business operations become more standardized and centralized
- Oversee the administration of an evolving field workforce of both employee and contractor collectors to ensure that all regulatory requirements are being met
- Lead process improvement projects utilizing Quest Management System principles or has experience utilizing other methodologies
- Work with cross‐functional teams within the Quest Diagnostics organization to gain access to the resources that are available to us.
- Manage the implementation of new technology in our collection network which would include ensuring that the utilization targets are met to achieve the desired financial, operational and sales benefits
- Implement key initiatives across an organization meeting metric goals to ensure overall success
- Utilize analytics to determine trends and issues that may exist in their defined territory and take proactive action accordingly
- Supervision Exercised: 10‐ 15 direct reports 500‐750 indirect reports ﴾including contractors, on‐call employees and field office staff﴿
Branch Manager II
ExamOne, a Quest Diagnostics Company
10.2013 - 12.2016
- Manage cost control along with overall operations and profitability of the Branch Office
- Manage 3 full time reports in office and 40+ employee and independent examiners in the field for The State of Utah
- Responsible for interviewing, hiring, and training of employees
- Develops and participates in quality improvement plans in conjunction with corporate quality improvement to continually evaluate the quality of our products or services
- Responsible for the overall direction, coordination, and evaluation of my office
- Accountable for staying within the Branch operating budget
- Maintains a high productive and sustainable profit and loss month over month
- Completed Regional Team calls to provide updated information to all members within my region
- Traveled extensively to multiple offices to train new managers and help improve metrics at other branch offices
- Conducts improvement plans and carries out terminations as needed
- Consistently maintains within the top 25 offices year over year
- Assigned special projects and tasks as needed by other members within the organization.
Care Center Operations and Training Manager
ActiveCare, Inc
02.2009 - 02.2013
- Oversaw processes, training, production, performance, staffing, and quality for their 100+ EE call center
- Maintains scheduling calendars, coordinates all meetings, conference calls, appointments to allow for maximum efficiency of operations for the CFO and shareholders
- Facilitates resolution of inquiries/complaints regarding patient accounts and obtaining necessary supporting documentation
- Track actuals versus projections as well as variance tracking across all projects and data hubs.
Quality Assurance Training Manager
SecureAlert, Inc
01.2007 - 01.2009
- Instrumental to the success and company growth of a state‐of‐the‐art wireless monitoring service that aids law enforcement agencies
- Provided direct supervision of the quality assurance department and training center
- Managed and developed team success of the monitoring center operations
- Developed Standard Operating Procedures ﴾SOPs﴿ currently in use as the guidelines to achieve ISO 9000 compliance
- Trained 150+ agencies nationwide on updated hardware, software, and protocols which were vital in maintaining customer relationships leading to increased profits
- Analyzed quality assurance reports and trends to improve compliance criteria
- Scheduled and conducted calibration meetings to ensure product and process conformance to company requirements.
Monitoring Center Manager
SecureAlert, Inc
01.2006 - 01.2007
- Trained operators on device functionality and performance
- Set and evaluated goals to improve learning and performance
- Coached employees to improve performance stats
- Monitored team productivity reports using MS Project and Excel
Lead Flight Attendant
Skywest Airlines
02.2003 - 02.2006
- Performed all flight attendant duties in addition to training new flight attendants
- Responsible for conducting recurrent training with up to 15 flight attendants at a time throughout the Skywest system
- Passed off on duties of other new‐hire flight attendants to ensure training goals are met
- Coached new‐hire flight attendants on initial operations experience
- Conducted online FAA checks for flight attendants to ensure all mandated FAA regulations are being followed
- Assisted passengers while performing FAA safety requirements in‐flight and on the ground.
Education
High School Diploma -
McKeel Academy
Lakeland05.1999
Skills
- Business Management
- Operations
- Budget Development and Management
- Performance Evaluation
- Employee Motivation
- Management Team Building
- Inclusion and Diversity
- QMS Certified
Timeline
Flight Attendant
Frontier Airlines
12.2023 - Current
Strategic Operations Manager
ExamOne, a Quest Diagnostics
01.2017 - 07.2023
Branch Manager II
ExamOne, a Quest Diagnostics Company
10.2013 - 12.2016
Care Center Operations and Training Manager
ActiveCare, Inc
02.2009 - 02.2013
Quality Assurance Training Manager
SecureAlert, Inc
01.2007 - 01.2009
Monitoring Center Manager
SecureAlert, Inc
01.2006 - 01.2007
Lead Flight Attendant
Skywest Airlines
02.2003 - 02.2006
High School Diploma -
McKeel Academy
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