Arts and Creativity, Community Engagement and Advocacy, Music
Joanna Gonzales
Support Manager
Chandler,AZ
Summary
Experienced with coordinating complex logistics operations to ensure smooth supply chain management. Utilizes strategic planning and problem-solving skills to improve efficiency and reduce costs. Track record of fostering strong relationships with vendors and clients to maintain seamless operations.
Overview
25
25
years of professional experience
Work History
Logistics Coordinator
Amazon, AZA7
Tempe, Arizona
06.2021 - 02.2026
- Coordinated accurate, efficient, and timely delivery of customer orders. Also, I worked closely with internal teams, transportation team partners, and fulfillment centers to optimize logistics operations and resolve issues that impacted the customer experience.
- Facilitated information flow between stakeholders and resolved shipment and delivery issues.
- Coordinated logistics operations to optimize supply chain efficiency and reduce delivery times.
- Managed inventory control processes, ensuring accuracy and timely replenishment of stock levels.
- Collaborated with cross-functional teams to streamline shipping procedures and enhance customer satisfaction.
Customer Service Representative
Safelite Solutions
Chandler, Arizona
12.2020 - 05.2021
- Resolved customer inquiries via phone and email, delivering prompt and accurate responses to enhance customer satisfaction.
- Addressed customer complaints with empathy, fostering loyalty and encouraging repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Verified customer insurance coverage and deductible amounts, clearly communicating details to customers to aid in their understanding. Used the production/shop locator system, located an auto glass vendor to coordinate glass and/or car service for the customer's vehicle.
Executive Support Manager
T-Systems North America
Tempe, Arizona
01.2009 - 07.2020
- Managed and audited T-Mobile monthly reports while overseeing TMO billing program for 537 users at T-Systems North America.
- Supported CFO for T-Systems across Tempe and Scottsdale offices; assisted global Vice President of Human Resources in Downers Grove office.
- Processed expenses reimbursements, coordinated travel, and coordinated monthly team building meetings for Tempe office staff.
- Developed editorial content and coordinated quarterly Common Cents newsletter for 85 teammates across multiple U.S. offices.
- Also supported Head of Marketing & Sales team.
Executive Support Manager
DHL, Corporate Offices (Americas) – IT Services
Scottsdale, Arizona
08.2005 - 12.2009
- Developed strategic initiatives that aligned IT solutions with business objectives.
- Collaborated with stakeholders to define project requirements and ensure alignment with corporate goals.
- Collaborated with stakeholders to design strategies aligning IT solutions with corporate goals.
- Implemented performance metrics to monitor project success and team productivity.
- Led cross-functional teams to enhance service delivery and operational efficiency.
- Mentored junior staff, fostering professional growth and enhancing team capabilities.
- Boosted team morale and productivity through the implementation of an employee development program.
- Reduced employee turnover by establishing a structured hiring process and promoting a positive work culture.
- Interviewed, recruited and trained new onboarding candidates.
- Aided in recruiting processes by coordinating candidate outreach and interview logistics, hiring and training of team members.
- Addressed employee concerns during regular meetings to ensure team satisfaction. and new opportunities to drive business strategies.
- Assessed and analyzed departmental budgets to find ways to minimize expenses and optimize profits.
Executive Assistant
DHL IT Services (Americas), Inc. – Professional Services
Scottsdale, Arizona
07.2003 - 08.2005
- Supported Vice President and four directors, assisting 200 IT project managers and program managers in achieving project goals.
- Coordinated scheduling of meetings, appointments, rooms, equipment, and catering to optimize resource utilization.
- Assisted with preparation of high-profile presentations, reports, and other documents utilizing Microsoft Word, Excel and PowerPoint software.
- Managed incoming calls, directing callers to appropriate parties to ensure efficient communication flow.
- Scheduled staff travel arrangements.
- Documented minutes from meetings and conference calls.
- Maintained updates and/or created database information.
- Prepared check requests and processed expense reports.
Customer Service Representative
DHL – Call Center
Tempe, Arizona
01.2001 - 01.2003
- Functioned as the main liaison between DHL and customers, promoting effective communication and support. Answered high-volume inquiries, resolved complaints, troubleshot issues, processed orders, and updated CRM records while adhering to quality assurance metrics.
- Managed high-volume calls while maintaining professionalism and efficiency.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Documented customer interactions accurately in CRM systems for tracking purposes.
Education
Bachelor of Science - Business Management
University of Phoenix
Scottsdale, Arizona07-2006
Skills
- Shipment coordination
- Shipment tracking
- Invoicing and shipping documentation
- Supply chain management
- Logistics analysis
- Problem-solving
- Decision-making
- Customer service
Interests
Affiliations
- St. Mary's Food Bank
Timeline
Logistics Coordinator
Amazon, AZA7
06.2021 - 02.2026
Customer Service Representative
Safelite Solutions
12.2020 - 05.2021
Executive Support Manager
T-Systems North America
01.2009 - 07.2020
Executive Support Manager
DHL, Corporate Offices (Americas) – IT Services
08.2005 - 12.2009
Executive Assistant
DHL IT Services (Americas), Inc. – Professional Services
07.2003 - 08.2005
Customer Service Representative
DHL – Call Center
01.2001 - 01.2003
Bachelor of Science - Business Management
University of Phoenix