Higinio Gonzalez
Odessa,Texas
Summary
I am highly motivated to leverage my 10+ years of customer-facing sales experience, talent development, and expertise in management with an organization seeking dynamic talent. I am hungry for career advancement and personal growth. In return, I will drive sales, develop talent and demonstrate leadership that is based on integrity, honesty, and organizational skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
The Home Depot
Odessa, TX
10.2022 - Current
- Led customer feedback initiatives to enhance service quality and drive satisfaction improvements.
- Developed training programs for staff, improving product knowledge and customer engagement strategies.
- Implemented process improvements that streamlined operations and reduced wait times for customers.
- Analyzed customer experience data to identify trends and recommend actionable solutions for service enhancement.
- Mentored team members on best practices in customer interaction, fostering a culture of excellence in service delivery.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
ASSISTANT STORE MANAGER
NORTHERN TOOL + EQUIPMENT
MIDLAND, TX
09.2021 - Current
- AS AN ASSISTANT STORE MANAGER, I HELP CUSTOMERS SHOP FOR ALL THEIR TOOL AND EQUIPMENT NEEDS, IE, GENERATORS, COMPRESSORS, PRESSURE WASHERS, HYDRAULICS, PUMPS, ETC. I PROMOTE AND SUPPORT ALL STORE PROMOTIONS ESPECIALLY BENEFITS OF PROTECTION PLANS AND NORTHERN TOOL CREDIT CARD. UTILIZING PLANOGRAMS (POG'S) TO EFFECTIVELY DISPLAY AND MERCHANDISE INVENTORY IN COMPANY APPROVED FASHION. HIRING, RECRUITING, AND FIRING FOR THE STORE. CREATING SCHEDULES FOR THE STORE. ENSURE STORE SALES FLOOR IS SHOWROOM READY. TAKE CARE OF CUSTOMERS AND CUSTOMER COMPLAINTS. CONDUCTING WEEKLY AUDITS. UNLOADING TRUCKS ON "TRUCK DAY" TO PROVIDE STORE WITH NEW, FRESH PRODUCT. GOING TO BANK FOR CHANGE ORDERS AND DEPOSITS. DRIVE BOX TRUCK TO SISTER STORES TO PICK UP/ DROP OFF INVENTORY. USE FORKLIFT TO LIFT HEAVY PRODUCT ONTO CRATES OR CUSTOMER VEHICLES.
STORE MANAGER
FINISH LINE
ODESSA/MIDLAND, TX
08.2019 - 09.2021
- As a store manager, I oversaw all aspects of daily shift management, including customer relations, inventory control, stock room, till/point of sale, paperwork, visual merchandising, opening and closing the store. I trained, coached, and developed store associates to promote and execute team, store, and company performance. I supervised shipment (freight) deliveries, transfers of merchandise, and POS in order to produce accurate inventory results. I embraced accountability and set attainable goals for store sales, metrics, and personal development. Help deter loss (shrink) by routinely auditing departments and comparing results against manifest report (actual). Hire and recruit, process onboarding documents for new-hires, ie, I9, Direct Deposit, Tax, Benefits, etc.
ASSISTANT STORE MANAGER
ADVANCE AMERICA CASH ADVANCE
MIDLAND, TX
08.2017 - 07.2019
- As bilingual Assistant Manager, I provide financial assistance to consumers seeking loan services in the form of a cash advancement (payday loans), extended term loans, and/or a car title loan. I am responsible for managing all Spanish-speaking customers in Midland, San Angelo and West Texas locations (13 locations). I manage a team of loan representatives in multiple locations who are focused on closing sales through exceptional customer service through loan transactions. This fast paced loan environment is subject to high consumer traffic and requires coaching and development of team members to effectively run the operation. This role requires strong attention maintaining staffing levels to four loan center locations.
- Aspects of the position also include:
- Strong attention to following all state and federal compliance requirements
- Driving, selling, and closing all loan products
- Managing weekly and monthly audits
- Motivate and support employee engagement
STORE MANAGER
EZPAWN
ODESSA, TX
11.2011 - 07.2017
- As a bilingual store manager, I was responsible for a team of 7-10 sales associates while providing outstanding customer service and building strong ongoing relationships with clients. I was responsible for tracking and reporting all sales and customer activity on a daily basis. My duty as a store manager was to lead, coach, and mentor my team; however, I also joined them in working with customers to negotiate mutually satisfying agreements regarding pawn items. Not only did I build strong ongoing business relationships with the customers, but I also strategized on raising community awareness of my store in order to attract and retain loyal customers and employees.
- Aspects of the position also include:
- Recruiting, interviewing, and training team members
- Driving, influencing, and encouraging sales/layaways of products and promotional programs
- Managing weekly/monthly category audits on jewelry, guns, and GM (electronics, tools, etc.)
- Maintaining a “mirrored” consistency throughout market by adhering to planogram
Education
High School Diploma - undefined
ODESSA HIGH SCHOOL
ODESSA, TX01.2012
Skills
Decision-making
Staff management
Staff monitoring
Relationship building
Certification
- PRECIOUS METAL CERTIFICATION
- EZPAWN – ODESSA, TX
- 2013 TO PRESENT
- LICENSE TO CARRY
- EZPAWN - ODESSA, TX
- 2015 TO PRESENT
- PAWNBROKER LICENSE
- 2012 TO 2020
- FORKLIFT CERTIFICATION
- NORTHERN TOOL + EQUIPMENT – MIDLAND, TX
- 2021 TO 2024
Languages
Spanish
Native or Bilingual
Timeline
Customer Experience Manager
The Home Depot
10.2022 - Current
ASSISTANT STORE MANAGER
NORTHERN TOOL + EQUIPMENT
09.2021 - Current
STORE MANAGER
FINISH LINE
08.2019 - 09.2021
ASSISTANT STORE MANAGER
ADVANCE AMERICA CASH ADVANCE
08.2017 - 07.2019
STORE MANAGER
EZPAWN
11.2011 - 07.2017
High School Diploma - undefined
ODESSA HIGH SCHOOL