Highly adaptable team leader with a proven track record of delivering quick and effective performance. Demonstrates success in efficiently managing teams, ensuring seamless operations and achieving goals. Recognized for reliability, flexibility, and strong organizational skills that contribute to team success. Motivated team player with extensive experience in providing exceptional customer service.
Hi, I’m
Ingris Gonzalez
Spring,TX
Summary
Overview
2
years of professional experience
Work History
Access2Care
Team Lead
07.2024 - Current
Job overview
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Worked different stations to provide optimal coverage and meet production goals.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Assisted in recruitment to build team of top performers.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Gathered, organized and input information into digital database.
Access2Care
Escalation Agent
07.2023 - 07.2024
Job overview
- Collaborated with team members to identify trends and recommend process improvements, leading to reduced call volume.
- Established rapport with disgruntled customers through active listening, demonstrating empathy, and offering tailored solutions.
- Handled high-pressure situations with professionalism and empathy, restoring customer confidence in the company''s ability to address concerns.
- Delivered prompt resolutions to escalated inquiries by gathering necessary information from customers and internal resources.
- Stayed up-to-date on company policies and procedures, allowing for informed decision-making during escalations.
- Upheld company reputation by providing exceptional service during difficult interactions, turning negative experiences into positive outcomes.
- Demonstrated adaptability in handling diverse range of cases, applying critical thinking skills to determine appropriate course of action.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
Access2Care
Customer Service Representative Dispatch
11.2022 - 07.2023
Job overview
- Responded quickly to meet customer needs and resolve problems
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Provided efficient and courteous service to customers at all times
- Worked with coworkers to complete tasks
- Participated in ongoing training to enhance own job skills and knowledge
- Troubleshot minor problems and reported larger technical issues
- Committed to delivering excellent customer service while working in a fast-paced environment
Education
Florida career collegeHouston, Texas
Medical Assistant
11.2021
University Overview
Benjamin Oliver DavisHouston, TX
High School Diploma
06.2017
University Overview
Skills
- Bilingual
- Customer Relations
- Active Listening
- Calm and Professional Under Pressure
- Coaching and mentoring
- Performance monitoring
Timeline
Team Lead
Access2Care
07.2024 - Current
Escalation Agent
Access2Care
07.2023 - 07.2024
Customer Service Representative Dispatch
Access2Care
11.2022 - 07.2023
Florida career college
Medical Assistant
Benjamin Oliver Davis
High School Diploma
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