Florianna Gonzalez
Katy,United States
Summary
Dedicated and results-driven Customer Service Department Supervisor with experience leading high-performing teams in fast-paced environments. Proven track record in enhancing customer satisfaction, optimizing departmental operations, and driving process improvements. Exceptional leadership skills with the ability to mentor and develop staff, manage conflicts, and implement effective training programs. Adept at leveraging data-driven insights to identify trends, set performance goals, and implement strategies that improve customer experience and service efficiency. Strong communicator with a passion for delivering outstanding customer service and achieving organizational objectives.
Overview
3
3
years of professional experience
Work History
BILINGUAL CUSTOMER SERVICE MDP
GEICO, Government Employees Insurance
Katy
03.2024 - Current
- Supervised and coordinated activities of customer service representatives to ensure quality service delivery.
- Trained, mentored and coached new customer service reps on company policies, procedures and best practices.
- Monitored customer interactions to ensure compliance with established standards for quality assurance.
- Resolved escalated customer issues by providing solutions in a professional manner.
- Created reports and analyzed performance metrics related to customer service operations.
Costumer Service Representative
GEICO
Katy, TX
03.2023 - 03.2024
- Handled customer inquiries and provided assistance as a costumer service representative at GEICO
- Worked as an insurance agent, assisting customers with their insurance needs
- Developed strong communication and problem-solving skills in a fast-paced insurance market
- Collaborated with a team to ensure customer satisfaction and meet company goals
- Maintained accurate records of customer interactions and transactions
- Demonstrated professionalism and empathy in addressing customer concerns and resolving issues
- Provided excellent customer service to resolve customer complaints in a timely manner.
Assistant Teacher
Ivy Kids
Katy, Texas
03.2022 - 03.2023
- Assisted lead teacher in implementing lesson plans and classroom activities at Ivy Kids
- Provided individualized support to students, including helping with assignments and projects
- Assisted with classroom management and behavior guidance
- Created a positive and inclusive learning environment
- Collaborated with lead teacher and other staff members to ensure smooth operation of the classroom
- Supported students' social and emotional development
- Helped with administrative tasks such as record keeping and parent communication
Learning Ambassador
AMAZON
Richmond
11.2021 - 02.2022
- Trained employees as a Learning Ambassador at AMAZON
Education
Business -
Lone star College
Cypress, Texas, United States05.2025
Nutritionist and personal trainer
12.2023
Property and Casualty
04.2023
Skills
- Leadership
- Customer Service
- Problem Solving
- Call center experience
- Process Improvement
- Bilingual- Spanish
- Training and mentorship
Languages
- English, Expert
- Spanish, Expert
Timeline
BILINGUAL CUSTOMER SERVICE MDP
GEICO, Government Employees Insurance
03.2024 - Current
Costumer Service Representative
GEICO
03.2023 - 03.2024
Assistant Teacher
Ivy Kids
03.2022 - 03.2023
Learning Ambassador
AMAZON
11.2021 - 02.2022
Business -
Lone star College