James Gonzalez
Land O Lakes,FlORIDA
Summary
Talented Owner with excellent marketing, customer service and facility oversight skills and more than 30 years of experience. Highly effective and comfortable working with people at all levels in organization as well as customers. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Passionate about safety and helping others. Team player who excels in the crew workplace.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Owner/ Instructor
Dragon Karate Inc.
03.2003 - 02.2019
- Managed day-to-day business operations. Excelled in customer service and client retention Without the traditional business contract module.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Trained and motivated employees to perform daily business functions.
- Implemented marketing strategies to increase brand awareness and attract new customers. Ninety percent of advertising due to customer satisfaction, with word of mouth referrals.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Mentored staff members on best practices in superior customer service and sales techniques, leading to increased performance levels.
Regional Vice President Sales/Customer Service
Security Link
04.1995 - 01.2013
- Led a team of district managers, ensuring consistent communication and collaboration for overall business success.
- Managed financial performance by setting budgets, monitoring expenses, and identifying areas for improvement.
- Increased regional sales by developing and implementing strategic sales plans.
- Developed innovative solutions for complex client needs, securing long-term contracts and driving revenue growth.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Instrumental in all avenues of Operations in the Alarm Security business.
Flight and Ramp Coordinator
Huffman Aviation
06.1991 - 02.1997
- Streamlined aircraft turnaround times through effective coordination of ground support equipment and personnel.
- Reduced delays with proactive monitoring of weather conditions and adapting ramp operations accordingly.
- Optimized fueling processes for quicker aircraft servicing, resulting in reduced ground time for flights.
- Collaborated with airline representatives to address any concerns or issues related to ramp operations efficiently.
- Boosted customer satisfaction through efficient baggage handling processes, minimizing lost luggage occurrences.
- Maximized productivity by scheduling staff shifts in alignment with flight schedules and operational demands.
- Managed inventory levels of essential supplies for ramp operations, avoiding shortages or excess stock situations.
- Ensured timely departures by managing gate assignments and coordinating with flight crews, maintenance teams, and catering services.
- Fostered a positive work environment by promoting teamwork, collaboration, and open communication among ramp staff members.
- Maintained a safe work environment by conducting regular inspections of ramp areas and addressing potential hazards promptly.
- Improved team performance with regular coaching sessions, enhancing individual skills and overall productivity.
- Minimized incidents by providing thorough training to ramp agents on safety protocols and equipment usage.
- Guided aircraft into and out of parking positions using hand signals.
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Tracked flight schedules to promote on-time landings and avoid loading delays.
- Connected electrical power unit and hoses to aircraft.
- Coordinated ground crew activities to complete objectives on schedule.
Education
Professional Pilot Technology
State College of Florida, Manatee-Sarasota
Bradenton, FLHigh School Diploma -
Daniel Boone High School
Gray, TN06.1979
Skills
- Customer Relations
- Small business operations
- Relationship Building
- Verbal and written communication
- Operations Management
- Business Management
- Business Planning
- Strategic Planning
- Staff Management
- Team Oversight
- Business Development
- Employee Development
- Customer Service
- Team Leadership
- Customer Service Management
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Complaint resolution
- Client Relations
- Customer satisfaction measurement
Accomplishments
- Supervised team of 425 staff members.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Instrumental in starting a business with one location that grew into 32 locations nationwide in a four year time span.
- Obtaining the top three branch rating. By bringing a branch from number 78 to number 2 in 90 days, in part by implementing teamwork with management staff and sharing proper customer service and operational skills.
Certification
FAA Licensed Multi Engine Pilot
Certified 8th Degree Black Belt
Certified Advanced Scuba Diver
Timeline
Owner/ Instructor
Dragon Karate Inc.
03.2003 - 02.2019
Regional Vice President Sales/Customer Service
Security Link
04.1995 - 01.2013
Flight and Ramp Coordinator
Huffman Aviation
06.1991 - 02.1997
Professional Pilot Technology
State College of Florida, Manatee-Sarasota
High School Diploma -
Daniel Boone High School
FAA Licensed Multi Engine Pilot
Certified 8th Degree Black Belt
Certified Advanced Scuba Diver
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