EVELYN GONZALES
San Antonio,TX
Summary
Technical support and customer service expert with extensive experience in delivering solutions to a wide range of clients. Proficient in English and Spanish, ensuring clear communication and support for all customers. Known for exceptional troubleshooting skills and a positive demeanor, fostering a collaborative work environment. Eager to apply expertise in a global sales enablement systems administrator position to support organizational success.
Overview
2
2
Languages
19
19
years of professional experience
Work History
Customer Service, Video Repair
Charter Communications, Spectrum
03.2024 - 05.2026
- Handled escalated tech support issues with diplomacy and professionalism, often resolving conflicts or misunderstandings between users and the IT department.
- Assisted in the development of standard operating procedures to ensure consistent service quality across all cases handled by the tech support team.
- Streamlined internal processes for increased efficiency and better resource allocation within the tech support team.
- Enhanced user experience by providing timely and effective tech support to students and faculty.
- Implemented a structured ticketing system for incoming tech support requests, expediting response times and increasing productivity levels within the IT department.
- Provided excellent support to fellow technicians when troubleshooting complicated issues or seeking guidance on best practices for specific tasks.
Serviceability Specialist
Charter Communications, Spectrum
11.2022 - 03.2024
- Oversaw project timelines and resource allocation to ensure successful completion of initiatives.
- Initiated quality assurance protocols that improved accuracy of service delivery processes.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Coordinated with IT department to upgrade cybersecurity measures, safeguarding company data.
- Developed training materials to enhance staff proficiency and productivity.
- Collected, arranged, and input information into database system.
- Generated reports detailing findings and recommendations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
CUSTOMER CARE REPRESENTATIVE
Wounded Soldier & Family Hotline
06.2019 - 08.2022
- Provided empathetic support to military families navigating complex resources and services.
- Resolved inquiries efficiently, ensuring high levels of customer satisfaction and engagement.
- Maintained comprehensive knowledge of available programs to address diverse needs of service members' families.
- Collaborated with cross-functional teams to enhance communication and streamline service delivery processes.
- Led initiatives to implement best practices in customer interactions, boosting overall quality of care provided.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Logged call information and solutions provided into internal database.
Assistant Manager
Villa Madrid Apartments
04.2014 - 09.2017
- Supervised daily operations, ensuring compliance with property management policies and procedures.
- Trained and mentored new staff on best practices in resident services and community engagement.
- Assisted in budget preparation, monitoring expenditures to align with financial objectives.
- Analyzed occupancy trends, providing recommendations for marketing strategies to maximize leasing potential.
CUSTOMER SERVICE REPRESENTATIVE
XEROX
10.2015 - 01.2016
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed customer complaints with empathy, ensuring timely resolutions and improved satisfaction.
- Analyzed customer feedback to identify trends and implement process improvements for service delivery.
- Spearheaded quality assurance measures that maintained high standards of customer service excellence.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
LEASING AGENT/DESK CLERK
Camino Real Apartments
03.2007 - 01.2009
- Managed leasing operations, ensuring compliance with company policies and regulations.
- Facilitated property tours, showcasing amenities to prospective tenants to enhance leasing potential.
- Developed marketing strategies to attract new residents, utilizing social media and online platforms.
- Streamlined application processes, improving turnaround time for tenant approvals and lease signings.
- Analyzed market trends to adjust rental pricing strategies, maximizing occupancy rates and revenue generation.
- Established strong relationships with tenants, addressing concerns promptly to improve resident satisfaction and retention.
- Coordinated maintenance requests with service teams, ensuring timely resolution of tenant issues to uphold property standards.
- Performed background, reference and credit checks as part of screening process of prospective tenants.
- Expedited the leasing process for prospective tenants by efficiently managing application paperwork and conducting background checks.
Education
Technical School -
College of Health Care Professions
San Antonio, TXHigh School -
Harlandale High School
San Antonio, TXCollege -
Palo Alto College
San Antonio, TXSkills
- Relationship management
- Facilitation skills
- Motivational drive
- Leadership abilities
- Active listening skills
- Organizational skills
- Effective communication
- Decision-making capabilities
- Problem-solving techniques
- Adaptability skills
- Conflict management strategies
- Tech support expertise
LANGUAGES
English
Spanish
Timeline
Customer Service, Video Repair
Charter Communications, Spectrum
03.2024 - 05.2026
Serviceability Specialist
Charter Communications, Spectrum
11.2022 - 03.2024
CUSTOMER CARE REPRESENTATIVE
Wounded Soldier & Family Hotline
06.2019 - 08.2022
CUSTOMER SERVICE REPRESENTATIVE
XEROX
10.2015 - 01.2016
Assistant Manager
Villa Madrid Apartments
04.2014 - 09.2017
LEASING AGENT/DESK CLERK
Camino Real Apartments
03.2007 - 01.2009
Technical School -
College of Health Care Professions
High School -
Harlandale High School
College -
Palo Alto College