Ivette Gonzalez
Lakeland
Summary
Dynamic professional with a robust background in customer interactions and service solutions, excelling in conflict resolution, communication, and problem-solving to drive exceptional customer satisfaction and loyalty. Proven expertise in managerial roles, adept at streamlining processes and leading high-performing teams while leveraging strong analytical skills to achieve organizational goals. Recognized for a collaborative leadership style and adaptability to evolving needs, consistently delivering results through efficient and empathetic service. Extensive experience adhering to strict quality assurance standards and meeting work quotas ensures a commitment to excellence in every endeavor.
Overview
27
27
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
Sykes
01.2020 - Current
- Provide unparalleled customer service through remote channels, exhibiting professionalism, empathy, and expertise in addressing diverse inquiries and concerns.
- Address inquiries, resolve complaints, and provide solutions to ensure customer satisfaction and retention.
- Diagnose and troubleshoot technical issues with products or services remotely, guiding customers through step-by-step solutions.
- Escalate complex technical issues to appropriate internal teams for further investigation and resolution.
- Foster a culture of collaboration and excellence within the remote team, actively participating in cross-functional initiatives and knowledge-sharing endeavors.
Manager
Walgreens
08.1998 - 12.2016
- Opening & Closing store, in charge of making daily task list,
- Holding team accountable for tasks,
- Check KPI (key performance indicator)
- Update pulse board, Counting safe, Dropping & inputting bands on closing shifts,
- Maintained photo department,
- assisting with voids at cash register and returns.
- Led team in achieving operational excellence and enhancing customer service standards.
CALL CENTER REPRESENTATIVE
Walgreens
06.2017 - 07.2019
- Handle a high volume of incoming calls efficiently, managing call queues and adhering to established protocols and service level agreements.
- Document all customer interactions accurately and thoroughly in the CRM system, ensuring data integrity and accessibility for future reference and analysis.
- Utilize conflict resolution techniques to turn negative experiences into positive outcomes.
- Monitored ongoing feedback trends and adjustments, ensuring continuous alignment with customer needs and expectations.
- Provide constructive feedback and insights to management on process improvements, customer trends, and potential areas for optimization, contributing to a culture of continuous improvement and excellence.
CLIENT RELATION SPECIALIST
Faith Assembly
08.2019 - 12.2020
- Collaborate cross-functionally with internal teams to develop innovative strategies and proposals that resonate with client objectives.
- Advocate for client needs and priorities within the organization, championing their interests and feedback to drive continuous improvement.
- Employ a proactive approach to understanding client objectives and requirements, aligning our services and solutions.
- Utilize strong problem-solving skills and resourcefulness to navigate complex situations, collaborating with internal stakeholders.
Private Nanny
01.2019 - Current
- Responsible for feedings and changing children, laundry and cleaning as needed, School pick up and drop off, Assist with homework, Safely oversee Outdoor play time, Learning activities
Teacher Assistant
08.2016 - 06.2019
- Assisting with daily lesson plans, snack time, teaching children bible verses, make copies of work sheets, help with assessments for children, potty training with younger children, circle time, teaching classroom rules and fundamentals, helping with displays around class room, preparing materials for activities, helping children that may need a little extra helps
Education
High School Diploma -
Central High School
Brooksville05.1995
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relationship management
- QA adherence
- Stress management
- Multitasking
- Verbal and written Communication
- Detail oriented
- Call management
- Conflict Resolution
Languages
Spanish
Native or Bilingual
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Sykes
01.2020 - Current
CLIENT RELATION SPECIALIST
Faith Assembly
08.2019 - 12.2020
Private Nanny
01.2019 - Current
CALL CENTER REPRESENTATIVE
Walgreens
06.2017 - 07.2019
Teacher Assistant
08.2016 - 06.2019
Manager
Walgreens
08.1998 - 12.2016
High School Diploma -
Central High School