Geraldo (Gerry) Gonzalez
Pharr,USA
Summary
Professional call center leader with deep understanding of operational management and team dynamics. Highly reliable with focus on achieving results through collaboration and adaptability. Known for effective training, problem-solving skills, and maintaining high-performance standards.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Call Center Operations Supervisor
Teleperformance USA
McAllen, TX
11.2025 - Current
- Supervised a team of 17 operations staff, ensuring efficient and smooth daily operations
- Trained and mentored new hires on company policies, procedures, and safety protocols
- Monitored call center metrics and performance indicators to identify areas for improvement and implement corrective actions
- Led Daily coaching's to discuss performance goals, address challenges, and provide ongoing coaching and feedback
- Collaborated with cross-functional teams to develop scripts, FAQs, and knowledge base articles for improved agent efficiency
- Utilized CRM software to track customer interactions, update records, and generate reports on key performance metrics
- Conducted regular quality assurance audits of calls to ensure adherence to company policies and procedures
Licensed Insurance Agent
Symmetry Financial Group
Pharr, TX
10.2025 - 02.2026
- Provided personalized insurance solutions to clients based on their individual needs and risk profiles
- Analyzed insurance policies and coverage options to ensure clients had appropriate levels of protection
- Educated clients on various insurance products, explaining policy terms, conditions, and exclusions
Team Manager
Sutherland Global Services
Houston, TX
02.2022 - 07.2025
- Monitored and guided a team of customer service agents to meet KPIs established by clients.
- Conducted coaching sessions and quality assurance evaluations on calls and interactions.
- Collaborated with account and client leadership to deliver insightful weekly performance updates.
- Assisted in training new support staff at an overseas call center, enhancing their productivity and integration.
Lead Bookkeeper / Customer Service Clerk
Kroger
Houston, TX
07.2016 - 10.2021
- Delivered exceptional customer service, ensuring a friendly and efficient experience for all store visitors.
- Managed daily financial operations, including till counting and balancing, using Veribalance systems.
- Assisted in training new employees, fostering a knowledgeable and capable team environment.
- Maintained cleanliness and organization of front-end areas, enhancing the overall shopping experience.
Food Service Rep
Bunker Hill Café
Houston, TX
01.2015 - 04.2016
- Provided exceptional customer service for Ready to Eat products, enhancing customer satisfaction and loyalty.
- Maintained cleanliness and organization of work areas, ensuring compliance with health and safety standards.
- Prepared raw food items for cooking or sale, contributing to efficient kitchen operations and product availability.
Chef Assistant
TSTC
Harlingen, TX
08.2012 - 07.2014
- While studying we prepared for several Galas and Catering Events, also participated in several competitions. (Prepping, serving, cleaning up)
Chef Assistant
The Centacle
Houston, TX
06.2012 - 08.2012
- Do Not Contact)
- Assisted Chef in prepping and setting up breakfast and cold lines for lunch.
Education
Bookkeeping with Quickbooks - Certification
Centigade Education 2 go
02-2021
High school diploma -
WAIS High School
01-2012
Skills
- Complaint handling
- Call monitoring
- Policy enforcement
- Workforce management
- Escalation management
- Employee engagement
- Staff retention
- Timekeeping
- Reporting skills
- Employee motivation
- Coaching and mentoring
- Quality assurance
- Licensed insurance agent
- Customer follow-up
- Client needs analysis
- Notarial acts
- Document review
- Identity confirmation
Accomplishments
- Collaborated with team of 25 in the development of Pilot Program Resulting in a 15-20% Sentiment Increase.
- Supervised team of 25 staff members.
- Collaborated with team of 4 in the development of Bookkeeping Best Practice Standards for Kroger's Houston Area.
Certification
- Sutherland Account Management University April 2025 to Present
- Sutherland Team Manager University January 2023 to Present
- Sutherland internal program required to train team management
- Non-CDL Class C
- Driver's License
- Licensed Life and Health Insurance - 2025 to Present
- Notary Public - 2025 to Present
Languages
Spanish - Beginner
Timeline
Call Center Operations Supervisor
Teleperformance USA
11.2025 - Current
Licensed Insurance Agent
Symmetry Financial Group
10.2025 - 02.2026
Team Manager
Sutherland Global Services
02.2022 - 07.2025
Lead Bookkeeper / Customer Service Clerk
Kroger
07.2016 - 10.2021
Food Service Rep
Bunker Hill Café
01.2015 - 04.2016
Chef Assistant
TSTC
08.2012 - 07.2014
Chef Assistant
The Centacle
06.2012 - 08.2012
Bookkeeping with Quickbooks - Certification
Centigade Education 2 go
High school diploma -
WAIS High School