Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Gismel Gonzalez

Summary

Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.

Overview

8
8
years of professional experience

Work History

Virtual Sales Consultant

Best Buy
11.2021 - 01.2024
  • Guide customers through complex solutions across multiple product categories and services
  • Navigate services and solutions of Best Buy capabilities to connect customers with the appropriate level of service or escalate as needed
  • Ensure quality service through responding to incoming calls and making outbound calls to leads and meeting weekly and monthly goals
  • Assist and deliver solutions to customers across every channel meeting each client's specific needs
  • Maintain relationships with other employees and across channels through coaching and supervision to ensure a smooth and consistent customer interaction
  • Provide excellent customer service by answering questions, providing information about products and services, assist with product selection and creates order for either in store pick-up or home delivery.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Used customer insights to develop innovative sales strategies to increase sales.

Customer Service Specialist

Best Buy
10.2015 - 09.2021
  • Provided assistance to customers inquiries and concerns to ensure customer satisfaction and loyalty
  • Developed a strong relationship with coworkers to share company's best practices to help customers and the store's efficiency
  • Counted and created safe deposits of cash up to $10,500 for the stores operating safe balance
  • Managed cash tills by counting the stores total cash revenue up to $40,000 or more and created bank deposit for the previous operating day for a high traffic store
  • Supervised and trained new employees to certify that they meet the company proficiency standards
  • Created schedules and managed time sheets during a transitional period when the department had no supervisor
  • Provided ongoing coaching training and motivation to team members as needed to achieve promoters in Net Promoter Score (NPS) feedback and ensure sales goals are met and exceeded
  • Managed inventory count for store pick-up ensuring that all orders that are awaiting customer pick-up are all accounted for
  • Assisted customers with returns ensured that the product matched the receipt and validated the reason for return.
  • Developed rapport with customers, fostering long-term relationships and repeat business.
  • Developed customer service improvement initiatives to decrease customer wait times.

Hotline Counselor/House Monitor

Violence Intervention Program
11.2016 - 12.2019
  • Locked down and monitored building at the start of every graveyard shift
  • Answered incoming calls on the hotline, responded to inquiries and gave necessary information to create a safety plan for callers
  • Maintained meticulous documentation, including residents' personal information and shift reports
  • Adhered to reporting requirements that relate to women and child abuse/neglect; responsibly adhere to protocols regarding the risk of domestic violence/homicide/suicide
  • Delivered comprehensive and accurate information regarding the well-being of residents during overnight shift
  • Conducted initial and ongoing assessments with incoming callers to identify economic goals and determine eligibility for benefits and assistance programs
  • Aligned with and consistently upheld the values and policies of the Violence Intervention Program.
  • Managed multiple calls simultaneously while maintaining a calm demeanor and focused attention on each individual''s needs.
  • Enhanced caller well-being by providing empathetic and supportive counseling services.

Education

Certificate - Information Assurance and Security

University of Phoenix
Phoenix, AZ
03.2024

Certificate - Business Administration

Colorado Technical University
04.2016

Degree - Advanced High School Diploma

Bronx High School of Business
Bronx, NY
06.2008

Skills

  • Adaptable
  • Reliable and knows how to manage time
  • Self-motivated
  • Detail oriented
  • Type 50 WPM
  • Google Workspace- Google docs, Google sheets
  • Salesforce
  • PC Windows
  • Mac OS
  • Microsoft Office
  • Objection handling
  • Performance Improvement

Languages

Spanish
Native or Bilingual

Timeline

Virtual Sales Consultant

Best Buy
11.2021 - 01.2024

Hotline Counselor/House Monitor

Violence Intervention Program
11.2016 - 12.2019

Customer Service Specialist

Best Buy
10.2015 - 09.2021

Certificate - Information Assurance and Security

University of Phoenix

Certificate - Business Administration

Colorado Technical University

Degree - Advanced High School Diploma

Bronx High School of Business

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Gismel Gonzalez