Gabriela Gonzales
San Marcos,TX
Summary
Adept at navigating complex customer service scenarios, I honed my analytical and problem-solving skills throughout the years with a diverse background . My leadership accompanied by a commitment to training development has ensured improvement in process efficiency amongst many companies. Excelling in communications, I consistently delivered solutions that enhanced client satisfaction and operational success. As an energetic individuaI I have always taken on new roles and thrived in a fast pace environment.
Overview
8
8
years of professional experience
Work History
National Account Coordinator
Ace Relocation Systems, Inc
04.2023 - Current
- Exemplify great time management and multi tasking skills while acting as the transferee's main point of contact for coordination
- Communicate effectively to ensure the highest level of customer service and satisfaction while being a valuable partner to all teams
- Oversee all assigned international and corporate moves from point of shipment until completion or resolution has been met
- Communicate with suppliers, internal, and external departments to ensure a smooth transition.Schedule and coordinate dates, services, and appointments that meet the needs for the client, account, and company's
- Ensure all documentation is valid and provided within a timely manner to ensure account requirements are met
- Identify policy expectations and work with the account for authorizations and other move details
- Provide outlines and feedback to getter improve the process currently implemented.
Service Claims Coordinator
Ashley Furniture HomeStore
07.2021 - 04.2023
- Advises and provides support as needed to the guest response team to ensure all department needs are met
- Maintains customers relations while managing assigned accounts, inquires, and claims
- Actively interacts with guest in a timely manner to investigate claims and provide the best resolution possible based off contracts and policy
- Reviews all warranty and damage claims to provide a report outlining reasons of approval or denial and advises guest of alternative options when possible
- Communicates with all parties and service providers to track progress of service until completed ensuring all dispatched work meets the standard of the company
- Reviews and manages parts orders validating the order will resolve the reported issues
- Follows up with distribution centers regularly creating a line of communication to ensure all parties needs are met
- Mediates on the customers behalf to create a smooth transition for consumer as well as escalates cases as needed to the correct departments if needed.
Guest Response Team Agent
Roth Staffing / Ashley Homestore
04.2021 - 07.2021
- Assist customers with inquires and communicates with the appropriate team or department to resolve issues in a timely manner
- Review, process and create Emergency Response tickets, service orders, exchanges, and re-selects
- Understand and utilize the correct steps or process while exhausting all tools and resources before referring complex problems to supervisors.
Accident Response Associate
Agero Inc
09.2020 - 04.2021
- Work from home accident management dispatcher utilizes equipment and exemplifies a strong understanding in company policies, procedures, databases, and programs
- Manage calls from clients and customers while providing emergency assistance and dispatches rescue services and tows as needed while analyzing information to form a report for both the client and service provider
- Remains calm under stressful situations and projects confidence while providing solutions
- Actively reaches out to customers to ensure the safety and satisfaction while reporting on the severity and nature of the accident.
Correctional Officer
MTC
08.2019 - 09.2020
- Maintained safety and security of the facility while encouraging change in offender behavior by utilizing proper communication skills
- Remained visual throughout the day and reacted in a timely manner in order to contain situations
- Filed reports according to needs of inmates as well the companies
- Maintained a positive attitude and trained incoming officers while eagerly expanding skills and continuously taking on new tasks and roles.
Technician
Manpower / Caterpillar Production
10.2018 - 08.2019
- C13 Engine assembler
- Power Generator Assembler
- Installed gaskets, heads, gears, retainer gears, manifolds, injectors, sound panels, plugs, access panels, handles, doors, lifting eyes, GPS wiring, and decals under pressure in an active surrounding and in a timely manner while promoting a positive environment
- Inspected, analyzed, and ensured quality of product on a daily basis
- Followed work process as well as detailed schematics and provided continuous active feedback to improve both daily processes and schematics to facilitate a more efficient environment
- Exemplified proficient computer skills and eagerly took on new roles and responsibilities to meet the needs of our customers demands as well as the teams
- Participated in a leadership training program and created a productive inclusive atmosphere by responding to inquiries in a personal approach to individual learning style to accomplish team goals.
Service Champion
Taco Bell
04.2018 - 09.2018
- Exemplified the ability to multitask by maintaining facility's cleanliness while preparing areas, cooking, serving, and attending to customers needs
- Followed instructions thoroughly while providing quality assistance to ensure a memorable and positive experience
- Recorded and completed monetary transactions while practicing standards set when balancing drawers and managing money.
Customer Service Representative
Cutco
04.2017 - 02.2018
- Completed monetary transactions and maintained records for individual clients
- Provided quality customer service while demonstrating and presenting products
- Maintained a client list and scheduled appointments according to customer needs
- Acquired more clients and references while actively recruiting and informing members of incentives and responsibilities
- Contributed to setting and accomplishing team goals
- Communicated with customers and staff about all inquiries in a positive manner to maintain positive relations.
Service Team Member
Mc Donalds
03.2016 - 02.2017
- Completed monetary transactions and ensured a positive customer experience by providing quality service and accuracy
- Maintained stability by multitasking and training co-workers on daily activities and new procedures
- Took on new responsibilities and roles such as balancing drawers as well as evaluating and recording inventory to better understand and explore different areas of the business
- Practiced active listening and resolved issues to guarantee customer satisfaction.
Education
Diploma in Honors -
Lockhart Highschool
Lockhart, TX2018
Skills
- Communications
- Training & Development
- Customer Service
- Analytical & Problem solving
- Leadership & Presentation Skills
- Proficient in Microsoft
- Case Management
Timeline
National Account Coordinator
Ace Relocation Systems, Inc
04.2023 - Current
Service Claims Coordinator
Ashley Furniture HomeStore
07.2021 - 04.2023
Guest Response Team Agent
Roth Staffing / Ashley Homestore
04.2021 - 07.2021
Accident Response Associate
Agero Inc
09.2020 - 04.2021
Correctional Officer
MTC
08.2019 - 09.2020
Technician
Manpower / Caterpillar Production
10.2018 - 08.2019
Service Champion
Taco Bell
04.2018 - 09.2018
Customer Service Representative
Cutco
04.2017 - 02.2018
Service Team Member
Mc Donalds
03.2016 - 02.2017
Diploma in Honors -
Lockhart Highschool