Jan Gonzales
Waller,TX
Summary
Accomplished Operations Manager with a proven track record at AFS Credit Repair, enhancing business growth and customer satisfaction through strategic planning and process improvement. Skilled in Operations Management and Team Leadership, I've effectively boosted efficiency and fostered a culture of excellence, achieving significant long-term business success. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Results-oriented business leader with more than 25+ years of experience in day-to-day business operations management. Effective liaison to key clients, accounts and external business stakeholders. Leverage trends across industries and markets to derive solutions and approaches focused on creating value for customers and profitability for company. Streamlines processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines. Merger and acquisitions specialist adept in creating seamless integration of new operations and businesses.
Overview
32
32
years of professional experience
Work History
General Manager of Operations
AFS Credit Repair
01.2022 - Current
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Held meetings to identify opportunities for improvement and tailor products to individual markets.
- Established positive and effective communication among staff and organization leadership, reducing miscommunications, and missed deadlines.
- Enhanced and redefined organizational structure to maintain competitive edge across territories.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Devised processes to boost long-term business success and increase profit levels.
- Developed and implemented strategies to maximize customer satisfaction.
- Improved productivity while reducing staffing and operational costs by 90%.
Senior General Manager
Lucid Private Offices (Formally Worksuites)
08.2018 - 08.2023
- Identified and recommended areas for improvement in processes with targeted solutions.
- Supervised employees for exceptional operations, customer retention and positive brand experiences.
- Built and motivated stellar teams using sound judgment and decision-making, resulting in minimal turnover and superior performance.
- Maintained quality through training and coaching during daily activities.
- Accept and transfer incoming phone calls for our clients. You are the first voice their clients hear and are an extension of, not only Lucid Private Offices but of our client's organizations.
- Ensuring the center is a clean, welcoming, and hospitable environment while providing extraordinary customer service. You will participate in daily hospitality functions including opening and closing your center, making coffee and flavored water throughout the day, maintaining the kitchen and other common area cleanliness, re-setting meeting rooms after each use, and maintaining a fully stocked inventory of supplies.
- Lucid Private Offices is the premier destination for meeting room options. I managed the scheduling and daily usage of the conference and board rooms, day offices, and coworking usage at my center and other Lucid Private Office locations.
- Greeting all visitors. Be a gracious host to all incoming visitors by offering coffee and water, notifying clients of visitors' arrival, and directing them to a designated meeting space.
- Process new client move-ins, activate and distribute keys, answer questions, and update any client information to our client management software. Our clients are the center of our business, and first impressions are critical
- Maximize every opportunity to gain new clients by touring new prospective clients, supporting your Community Manager with new guests, and assisting the Sales Team when needed.
- Support our client's business with timely and accurate mail handling and sending and receiving packages from delivery vendors. An awareness of the priority of delivery and communication surrounding these would be important
- Controlled and enforced standard operating procedures, security, and compliance with laws and system management.
- Communicated with key account contacts, responded to complex customer needs and consulted partners to boost sales among valued customers.
- Planned and assigned workload by delegating tasks and directing team members.
- Promoted business strategy by implementing improvements based on guest feedback.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- As the additional pair of hands to many of our clients, you will be trusted to manage confidential and sensitive information as well as participate in various administrative tasks such as data entry, filing, faxing, scanning, and copying.
- Build, promote, and nurture our client community relationships and involvement.
Sales Associate/Cashier Team Lead
The UPS Store
01.2004 - 01.2008
- Helped customers locate products and checked store system for merchandise at other sites.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to effectively build rapport and lasting relationships.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Prepared items to be packed and shipped.
- Answered Multi-line phone
- Bank Deposits
- Ran Open/Close Reports
- Maintained office Equipment (ie, Copiers, computers, printers)
Assistant Manager
Dollar Tree Stores
01.2002 - 01.2004
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Generated repeat business through exceptional customer service.
- Mentored team members to enhance professional development and accountability in workplace.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Secretary/Receptionist
Wellborg Law Firm
01.2000 - 01.2002
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Scheduled appointments and conducted follow-up calls to clients.
- Handled daily scheduling tasks and provided administrative support for entire department.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Maintained electronic filing systems and categorized documents.
- Offered technical support and troubleshot issues to enhance office productivity.
- Entered data into system and updated customer contacts with information to keep records current.
- Created and updated records and files to maintain document compliance.
Operations Manager/Dispatcher Manager
Bigfoot Towing and Road Side Service
01.1993 - 01.2000
- Introduced new methods, practices, and systems to reduce turnaround time.
- Devised processes to boost long-term business success and increase profit levels.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- AAA Liaison
- Responsible for prompt, efficient handling of police calls, customer calls.
- Dispatched drivers
- Handled large sums of money
- Responsible for bank deposits
- Data entry
- Excellent customer service
Education
Associate of Science - General Studies
Alvin Community College
Alvin, TX06.1992
High School Diploma -
Danbury High School
Danbury, TX05.1990
Skills
- Organizational Management
- Customer Retention
- Workflow Optimization with customer service skills and sales background
- Decision-Making
- Employee relations and conflict resolution
- Team Leadership
- Operations Management
Volunteer Work
I volunteer when I am able. Love to give back to my community and help others in need.
Timeline
General Manager of Operations
AFS Credit Repair
01.2022 - Current
Senior General Manager
Lucid Private Offices (Formally Worksuites)
08.2018 - 08.2023
Sales Associate/Cashier Team Lead
The UPS Store
01.2004 - 01.2008
Assistant Manager
Dollar Tree Stores
01.2002 - 01.2004
Secretary/Receptionist
Wellborg Law Firm
01.2000 - 01.2002
Operations Manager/Dispatcher Manager
Bigfoot Towing and Road Side Service
01.1993 - 01.2000
Associate of Science - General Studies
Alvin Community College
High School Diploma -
Danbury High School
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