Summary
Overview
Work History
Education
Skills
Timeline
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Holly Gonzalez

Newfield,NJ

Summary

Personable and dedicated customer service representative with extensive industry experience. Solid team player with an upbeat and positive attitude. Excels at establishing rapport with clients. Motivated by maintaining customer satisfaction and contributing to company success. Articulate, enthusiastic, and results-oriented, with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.

Overview

7
7
years of professional experience

Work History

Customer Service / Problem Solver/ loyalty Department/ Tech support

AT&T
10.2021 - Current
  • WFH position that specializes in solving customer related issues( billing, shipping, product related, etc)
  • Advance knowledge of AT&T software (CRM, CM, Telegence, Smart Chat, Ordertrack, Microsoft 360, DLC)
  • Educate frontline employees in process and company specific rules with various CCKM articles based on customer specific issues
  • Speak with customers about their bill issues, Device issue ( tech support using ozmo) , help customers change their phone plan.
  • Gathered information from customers to accurately diagnose system issues and ensure successful resolutions were achieved.
  • Implemented corrective measures to prevent future occurrences of the same issue.
  • Maintained accurate records of all service requests, including troubleshooting steps taken and outcomes.
  • Made decisions and resolved issues using critical thinking and analytical skills.
  • Defined problem to identify, prioritize and select alternatives.
  • Looked outside known experience to find solutions and produce results.

Merchandiser

SAS Retail Services
02.2019 - 10.2021
  • Pack out shelves and zoning
  • Communicate with Store Manager and Supervisors of on-hand stock levels
  • Complete all daily reports, submitting in a timely manner.
  • Regularly monitored store shelves to ensure product availability, restocking and rotating merchandise as needed.
  • Organized displays according to company standards and specifications.
  • Analyzed inventory levels and made adjustments accordingly for maximum profitability.
  • Removed damaged, out-of-code, not-in-set and discontinued items from displays.
  • Updated pricing and signage to complete product displays and educate customers.

Receiving Coordinator

CSP Distribution
08.2018 - 02.2019
  • Booked appointments
  • Created orders
  • Monitored and responded to all customer emails
  • Tracked mileage for all drivers
  • Answered phones
  • Maintained constant communication with the warehouse.
  • Verified accuracy of received items against packing slips.
  • Facilitated timely order processing by ensuring accurate logging and tracking of received items in the database.
  • Maintained a safe and orderly work environment, conducting regular inspections and addressing potential hazards promptly.

Shipping and Receiving Coordinator

RLS Logistics
09.2017 - 08.2018
  • Organized shipments in accordance with customer delivery requirements and warehouse policy
  • Communicated with multiple warehouse departments, customers, and carriers
  • Ensured all shipping and receiving documents and functions were completed accurately and on time.
  • Maintained accurate records of incoming and outgoing shipments.
  • Coordinated with vendors to ensure timely delivery of products.
  • Prepared bills of lading, invoices, and other shipping documents.
  • Managed daily operations related to freight, including scheduling pickups and deliveries.
  • Ensured that all necessary paperwork is completed accurately prior to shipment release.

Education

Certificate of Completion - Medical Billing and Coding

Rowan College of South Jersey Sewell
NJ
01.2020

High School Diploma - Culinary Arts

Clayton High School
Clayton, NJ
06.1997

Skills

  • Excellent customer service skills
  • Works well independently and as part of a team
  • Proficient in Microsoft Office: Word, Excel
  • Problem Identification
  • Promotional support
  • Order Processing
  • Call Documentation
  • Direct Sales
  • De-Escalation Techniques
  • Product Recommendations
  • Billing Adjustments and Refunds
  • Task Prioritization
  • Professional telephone demeanor
  • LiveChat Messaging
  • Problem-Solving
  • Time Management
  • Call Metrics
  • Inbound Call Management
  • Remote Office Availability
  • Adaptability and Flexibility
  • Sales expertise
  • Data Entry
  • Sales and Upselling
  • Understanding Customer Needs
  • Computer Skills
  • Customer Retention Strategies

Timeline

Customer Service / Problem Solver/ loyalty Department/ Tech support

AT&T
10.2021 - Current

Merchandiser

SAS Retail Services
02.2019 - 10.2021

Receiving Coordinator

CSP Distribution
08.2018 - 02.2019

Shipping and Receiving Coordinator

RLS Logistics
09.2017 - 08.2018

Certificate of Completion - Medical Billing and Coding

Rowan College of South Jersey Sewell

High School Diploma - Culinary Arts

Clayton High School

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Holly Gonzalez