Summary
Overview
Work History
Education
Skills
Accomplishments
References
Languages
Timeline
Generic

Estella Gonzalez

CHICAGO,IL

Summary

More than 20 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place. Possess solid computer skills. Excellent working knowledge using Microsoft Excel, Word Perfect, Microsoft Word. AS/400 proficient, adaptable in using many TMS systems. Ability to train, motivate, fellow customer service employees. A team player, acknowledged as “Total Quality Customer Service Professional.” Develop plans, conduct audits and variance reports. TSA trained and certified DG trained and certified Knowledge of COI requirements and processing procedures

Overview

22
22
years of professional experience

Work History

Customer Service Supervisor

AIT Worldwide Logistics
01.2006 - Current
  • Work with sales reps responsible for individual and corporate accounts
  • Support sales reps in opening new accounts and upgrading existing service
  • Quickly and effectively solve customer challenges
  • Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service
  • Lead CS rep for CDW one of AIT’s longest and most profitable accounts
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
  • Responded to customer requests for products, services, and company information.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Completed bi-weekly payroll for employees.
  • Completed bi-weekly payroll for 17 employees.

Client Support

Specialty Store Services
01.2003 - 01.2006
  • Quoted and entered orders for the call center
  • Received high points for quality customer service skills
  • Quickly and effectively solved customer challenges
  • Oversaw 2 client support teams..

Education

GED -

Lane Technical High School
Chicago, IL
01.1986

Skills

  • Training and mentoring
  • Complaint resolution
  • Inter-department collaboration
  • Escalation management
  • CRM software proficiency
  • Employee schedule management
  • Staff assignments and supervision
  • Goal attainment
  • Workflow Coordination
  • Problem-solving abilities
  • Multitasking Abilities
  • Reliability
  • MS Office Suite
  • Adaptability
  • Vendor Relations
  • Communication Skills
  • Enforce policies

Accomplishments

  • Diamond Award, 2009
  • Proactive planning led to notable increase in productivity for CDW and Microsoft,Ecolab and several other Top accounts.
  • Running the department with the most veterans of the company.
  • Created customer satisfaction, drastically reducing potential problems.

References

Furnished Upon Request

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Supervisor

AIT Worldwide Logistics
01.2006 - Current

Client Support

Specialty Store Services
01.2003 - 01.2006

GED -

Lane Technical High School

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Estella Gonzalez