Johanna Gonzalez
Onboarding Professional
Miami,FL
Summary
Enthusiastic professional eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of team development and training in sales and customer satisfaction. Motivated to learn, grow and excel in any industry.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Onboarding Professional
Comcast
Miramar, FL
06.2022 - Current
- Collaborated with legal and compliance teams to review paperwork, obtain feedback and procure available information for new training processes.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for over 150 new employees.
- Liaised between multiple business divisions to improve communications.
- Enforced hiring and recruitment policies for 500-employee company.
- Provided resolution to complex and confidential issues.
- Discovered and resolved complex employee issues that affected management and business decisions.
- Reduced process lags by accurately managing confidential records for staff members.
- Briefed new hires on essential job information, such as company policies, employment benefits and job duties.
- Facilitated communication and coordination between employees and management to keep parties informed.
- Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
- Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Trained and coached new call center team members on computer systems and customer service strategies.
Leadership Development Program/Interim Sales Supervisor
Comcast
MIAMI, United States
05.2021 - 06.2022
- Reviewed customer service agreements for terms and conditions pricing and accuracy.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Targeted and prospected for new business through telemarketing, individual creativity and innovation.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Promoted continuing education opportunities for sales team to bolster skills and add value to department.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness.
- Evaluated performance against goals and implemented appropriate development plans.
- Developed and implemented comprehensive business strategies and sales and marketing plans that complemented overall corporate operating plan.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Trained and coached new call center team members on computer systems and customer service strategies.
Inbound Call Center Sales Representative
Comcast
Miramar, FL
01.2020 - 06.2021
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Generated new and repeat sales by offering timely product, service and technical information.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Processed customer order, quote and return transactions and offered additional products and services.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Incorporated cross-selling, up-selling and add-ons and offered promotional items to increase sales.
- Maintained organized and secure customer files to facilitate customer support and follow-up.
- Furnished accurate product information and shipping instructions and offered alternatives for out-of-stock items to support customer buying decisions.
- Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
- Overcame objections using friendly, persuasive strategies.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Trained and coached new call center team members on computer systems and customer service strategies.
Independent Agency Consultant
Santa Barbara Investments
Miami, FL
03.2015 - 12.2019
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Introduced new methods, practices and systems to reduce turnaround time.
- Propelled domestic companies into international markets through strategic business planning.
- Performed as consultant for startup business in areas of marketing, logistics and training to various independent Insurance Agencies.
- Refocused marketing efforts and sales teams to meet changing consumer demands.
- Evaluated situations and delivered targeted solutions using various tools and resources.
- Devised strategies to improve organization efficiency and optimize group management.
- Provided personalized business consulting and overhauled services to strengthen client success.
- Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
- Strengthened sales strategies by reviewing process data, developing solutions and monitoring implementation.
- Liaised with senior officers for ongoing quality assurance program integrity.
- Offered expertise on employee and business development plans to enhance implementation and routine oversight.
- Assisted with identifying, interviewing and testing top talent to optimize productivity.
- Led corrective action plans, procedure development, staff performance reviews and training programs.
Licensed Insurance Sales Agent
Multiple Independent Agencies
Miami, FL
02.2010 - 09.2014
- Upsold additional products and services after identifying customer needs and requirements.
- Assessed coverage plans and long-term business goals to successfully align new products with plans and strategies.
- Scheduled fact-finding appointments and consultations to determine client needs and overall financial situations.
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
- Obtained underwriting approval by completing application for coverage.
- Spent ample time with each customer, verbally reviewing and explaining documents for client comprehension.
- Utilized direct marketing strategies such as mailings and phone contracts to approach potential clients and increase sales by 70-80%.
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling.
- Explained advantages, features and disadvantages of various policies to promote sale of plans, boosting overall sales 70-80%.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process.
- Drove team revenue totals by bringing in top sales numbers.
- Sold auto, home, and other various insurance products to individuals, businesses, and affinity groups within assigned territory using consultative selling techniques.
- Analyzed retention, loss ratio trends and sales volume to identify areas for improvement.
- Collected premiums on or before effective date of coverage.
- Met with customers to provide information about available products and policies.
- Created sources for continuous client referrals within community and with businesses using extensive networking skills.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
Education
MBA -
Uniersity of Phoneix
Virtual 06.2021 - 08.2022
Bachelor of Science - Business Management
University of Phoenix
Virtual 11.2019 - 06.2021
Skills
Personnel recruitment
Timeline
Onboarding Professional
Comcast
06.2022 - Current
MBA -
Uniersity of Phoneix
06.2021 - 08.2022
Leadership Development Program/Interim Sales Supervisor
Comcast
05.2021 - 06.2022
Inbound Call Center Sales Representative
Comcast
01.2020 - 06.2021
Bachelor of Science - Business Management
University of Phoenix
11.2019 - 06.2021
Independent Agency Consultant
Santa Barbara Investments
03.2015 - 12.2019
Licensed Insurance Sales Agent
Multiple Independent Agencies
02.2010 - 09.2014
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