Jesus Gonzalez
El Paso,TX
Summary
Qualified Customer Service Representative with supervisory experience and over 21 years in fast pace customer service and call center environments. Personable and professional under pressure. High achieving with experience in pre and post-sales support. Skilled in establishing rapport with customers as well as vendors. Self-motivated with exceptional bilingual communication and computer capabilities.
Overview
29
29
years of professional experience
Work History
Customer Service Supervisor
ReadyOne Industries / ROICOM
05.2024 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
Account Management / Billing
Spectrum
10.2023 - 04.2024
- Customer support on all billing levels
- Assisted customers in processing payments when requested
- Activation of suspended accounts
- Processed refunds for overpayments
- Upgrades and downgrades to Customers TV & Internet packages
- Customer education on available packages and pricing
- Accounts updated for payment methods of bank accounts or credit/debit card information
- Assisting customers with explanation of bills for amounts due, past and future payments
- Escalations and reported accounts when needed
Video / Internet / Voice Repair Representative
Spectrum
06.2021 - 10.2023
- Video, Internet, & Voice Support
- Troubleshooting customer equipment both over the phone and via chat
- Analyzing signal levels to ensure proper connections on all levels
- Remote reset or reboot of equipment when needed
- Assisted Customers in activation and connecting of new devices such as cable boxes and modems (Customer and company owned)
- Escalated area outages when reported or needed
- Upgrades to Customer packages with mail out orders for equipment swaps or upgrades
- Developed a strong rapport with customers through effective communication skills and empathetic understanding of their needs during the repair process.
- Utilized various diagnostic tools efficiently to accurately identify problems within electronic devices before initiating appropriate solutions for successful resolution.
Customer Service Supervisor
National Center of Employment for the Disabled / readyone industries
01.2020 - 05.2021
- Monitor daily activities of the Department, providing guidance and encouragement to improve productivity
- Define and document department procedures using updated SOP system to provide thorough and comprehensive training for new and existing staff
- Responsible for assessing, training and mentoring new team members performance
- Providing one-on-one training to promote productivity, accuracy and friendly customer service
- Establish positive rapport Customers, Vendors and Teammates to maintain a positive and successful work environment
- Maintain knowledge of company procedures, products and services to assist team members in order to promptly resolve customer complaints and implement targeted solutions
- Providing management with weekly sales reports and on time performance as well as any feedback regarding Department services and Customer concerns
- Interface/coordinate closely with production, shipping and accounting to ensure timely deliveries
Customer Service Representative
National Center of Employment for the Disabled / readyone industries
06.2005 - 01.2020
- Responsible for sales orders processing and entering information into system
- Coordinates with Sales, Production and Shipping to ensure time delivery
- Maintains back-up documentation for every order
- Follows ALL established policies, guidelines and pricing for customer accounts and services
- Provide shipping information for out of state orders (tracking number, delivery dates) as well as coordinating returns and processing of credits, when applicable
- Process credit cards for government and commercial orders
- Order raw material (corrugated sheets) for new orders as required for production
- Negotiate prices with Customers and Vendors to win new orders
- Downloading new orders thru interface system used for providing ship status, dates and invoicing of curtain products
- Effectively communicated with Production Sales and Shipping Departments on a daily basis (Production Meets)
- Participated in physical inventory counts, end of year
- Maintain inventory levels for warehouse items
- ALL DUTIES ARE CONFIDENTIAL AND NOT SHARED WITH OUTSIDE ENTITIES
Receptionist
National Center of Employment for the Disabled / readyone industries
03.2003 - 05.2005
- Answering and directing Customer and vendor calls
- Maintained a clean lobby area
- Greeted numerous visitors, including VIP Customers and vendors
- Received, distributed and confirmed new orders as requested by Sales Department
- Data entry as requested (Word, Excel)
Line operations
National Center of Employment for the Disabled / readyone industries
11.2001 - 05.2003
- Pick and fold operation
- Meet or exceed daily quotes for the next sewing operation
- Help train employees for the same process
- Assisted in co-workers with daily functions (finding restrooms, lunchroom etc.)
Customer service representative
West Telemarketing
05.1996 - 07.1997
- Outbound call center averaged 100 calls per day
- Providing long distance service to new customers while providing discounts to customers already subscribed to service
- Successfully acquired an average of 10 new customers per week
- Asked open-ended questions to assess customer needs
Education
MATH, READING, ENGLISH, ECONOMICS, COMPUTER COURSE
El Paso Community college, transmountian Campus
High School Diploma -
01.1994
Skills
- Problem-solving
- Time management
- Multitasking and organization
- Training and mentoring
- Team leadership
- Decision-making
- Handling escalations
- Complaint resolution
- Continuous improvement
- Performance evaluation
- Records management
- Policy enforcement
- Account management
- Performance evaluations
- Verbal and written communication
- Bilingual native
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Supervisor
ReadyOne Industries / ROICOM
05.2024 - Current
Account Management / Billing
Spectrum
10.2023 - 04.2024
Video / Internet / Voice Repair Representative
Spectrum
06.2021 - 10.2023
Customer Service Supervisor
National Center of Employment for the Disabled / readyone industries
01.2020 - 05.2021
Customer Service Representative
National Center of Employment for the Disabled / readyone industries
06.2005 - 01.2020
Receptionist
National Center of Employment for the Disabled / readyone industries
03.2003 - 05.2005
Line operations
National Center of Employment for the Disabled / readyone industries
11.2001 - 05.2003
Customer service representative
West Telemarketing
05.1996 - 07.1997
High School Diploma -
MATH, READING, ENGLISH, ECONOMICS, COMPUTER COURSE
El Paso Community college, transmountian Campus
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