Florentina Gonzalez
El Paso
Summary
Dynamic and adaptable customer service representative with expertise in stress management and conflict resolution. Known for effectively educating customers on product features while promoting loyalty and satisfaction, contributing to a positive service environment.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Spectrum Charter
El Paso
01.2023 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complaints by actively listening and providing appropriate solutions.
- Resolved problems to promote high customer satisfaction through knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assisted customers with product selection, ordering, billing, and technical support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Educated customers on product features and service enhancements to enhance their understanding and usage.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Trained new representatives on customer service protocols and systems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Recommended improvements in products and service methods to management, contributing to prevention of future issues.
Cashier
Wingstop
El Paso
11.2021 - 01.2023
- Processed customer transactions accurately and efficiently at a fast-paced restaurant.
- Handled cash, credit, and gift card payments while ensuring secure transactions.
- Delivered exceptional customer service through active listening and engagement, fostering positive customer experiences.
- Collaborated with team members to ensure prompt service during peak hours, enhancing customer satisfaction.
- Balanced daily transactions on a computerized point-of-sale system.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Assisted management by taking on additional responsibilities, improving overall team efficiency.
- Built and maintained productive relationships with employees.
Certified Nursing Assistant
Private Care
El Paso
07.2021 - 11.2021
- Supported patients with daily living activities and personal care to enhance comfort and dignity.
- Assisted patients with activities of daily living such as bathing, grooming, and dressing.
- Ensured cleanliness and safety of patient environments to promote health and well-being.
- Collaborated with nursing staff to develop individualized care plans.
- Provided emotional support to patients and their families during care.
- Educated patients on health management and wellness practices.
- Participated in training sessions to enhance caregiving skills and knowledge.
Cashier Manager
El Toro Bronco
El Paso
02.2019 - 07.2021
- Managed daily cash operations, ensuring compliance with cash handling procedures for accuracy.
- Managed and trained cashiers on proper cash handling procedures.
- Trained and supervised team members, enhancing customer service skills and improving service quality.
- Resolved customer complaints efficiently, focusing on maintaining high satisfaction levels.
- Developed and maintained positive relationships with customers to enhance loyalty.
- Oversaw inventory management and coordinated stock replenishment efforts.
- Maintained daily transaction records, ensuring accuracy of deposits and withdrawals to support financial integrity.
- Supervised counting cash drawers and made bank deposits as part of store opening and closing procedures.
- Assisted in creating promotional displays to boost product visibility and sales.
Education
El Paso Community College
El Paso, TXCultural Technical Institute LLC
El Paso, TXHigh School Diploma -
Americas HIghschool
El Paso, TXSkills
- Customer service
- Customer relationship management
- Technical support
- Product education
- Conflict resolution
- Time management
- Adaptive team player
- Active listening
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Customer Service Representative
Spectrum Charter
01.2023 - Current
Cashier
Wingstop
11.2021 - 01.2023
Certified Nursing Assistant
Private Care
07.2021 - 11.2021
Cashier Manager
El Toro Bronco
02.2019 - 07.2021
El Paso Community College
Cultural Technical Institute LLC
High School Diploma -
Americas HIghschool