Johnny Gonzalez
Narvon,PA
Summary
Proactive, energetic, organized, self-driven service professional with a strong background in Automotive, Service Advising, Supervising, Management, Customer Service, Banking, Financial and Retail Services. Effective in group presentations and one-on-one negotiations as a way to achieve sales closing. Ability to open doors, build rapport, initiate and close sales offerings. Analytical and quick in problem solving and troubleshooting assignments ensuring viable solutions to myriad situations. Work well under stressful situations. Excellent oral and written communication skills in Spanish and English.
Overview
22
22
years of professional experience
Work History
Auto Care Center Service Manager
Walmart
02.2021 - Current
- Part of my duties include but are not limited to being in charge of the shop, as the leader of the technicians and the service writers
- To make sure all procedures and repairs get done according to company/automotive standards
- As a service manager I am constantly overseeing and getting involved with the all daily shop operations and on many occasions acting as the service writer as well
- Making sure all the add on products get offered as well as our promo products for the month and featured services.
Bilingual Supervisor NJ Covid-19 Project
Staff Management (SMX) Xtend Health Services
02.2021 - 12.2021
- Part of my duties included but were not limited to making sure that all guidelines listed below were followed on a daily basis by utilizing tools like Twilio, Zendesk, Collect Net, Skype Outlook and Google Meet to monitor and screen calls to ensure quality control, daily team meetings, coachings as well as new project implementations
- Follow all scripts, policies and procedures provided by Xtend, and comply with Xtend and Xtend Client’s training regarding confidential information related to personal information
- Answer inbound calls from state consumers on the COVID-19 virus, register consumers for the vaccination and schedule appointments in the state provided system
- Provide consumers with additional resources and other help lines
- Make reminder calls to potential recipients who have previously registered but not scheduled a vaccine appointment
- Contact targeted populations for registration
- Make reminder calls to those who missed or have not scheduled a second dose vaccine appointment
- Record information in the online, secure client management system
- Report appropriate information to leadership to assist with decision making, situational awareness and appropriate interventions to control outbreaks.
Full-Time Shift Supervisor
Autozone
08.2020 - 02.2021
- Assisted Store Manager with supervising, training and developing store personnel
- Assumed responsibility for the store operation and commercial department in the Commercial Sales Manager and Store Manager’s absence, on assigned shifts
- Assisted with management of the Commercial and Hub Departments, to ensure commercial accounts and stores are serviced and deliveries are made as promised
- Delegated and ensured store merchandising tasks were completed in a timely manner
- Operated cash registers and followed established cash handling duties, including but not limited to deposits, petty cash and lane accountability
- Ensured all company policies, and loss prevention procedures were followed
- Utilized ZNET to help customers located merchandise or were able to find suitable alternatives
- Maintained a safe working environment while ensuring AutoZoners were implementing those practices including Personal Protective Equipment
- Monitored cash flow, inventory and security control
- Maintained sales productivity, store appearance and merchandising standards
- Conducted and reviews all opening and closing procedures
- Managed emergency situations and conducted proper emergency procedures
- Provided feedback regarding AutoZoner performance to the store manager
- Assisted with monitoring and managing all activities related to Risk & Safety Management to maintain a safe work environment
- Addressed customer concerns and resolved them with a goal of turning a complaint into a compliment
- Processed returns and effectively managed inventory
- Communicated AutoZoner issues and concerns to the Store Manager in a timely and confidential manner
- Motivated AutoZoners to provide WOW! Customer Service, enhanced productivity levels and market products to enhance sales and profits.
Retail and Commercial Sales / Customer Service / Key Holder
Advance Auto Parts
07.2018 - 08.2020
- Responsible for assisting out all customers as well as to perform, OBD2 basic code reading, battery testing and installations
- Provide our customers information about new promotions and sales
- Responsible for placing special orders for our customers
- Assist management by helping in performing weekly inventory cycle counts
- Arrange and restock the aisles and keep the work area clean and neat
- Provide an Excellence customer service to all our Retail and Commercial line
- Responsible for all operational closing procedures, end of day register check out and deposits after store closing.
Commercial Customer Service and Technical Support
Comcast Business
08.2015 - 02.2016
- Responsible for providing superior technical support & service to small and medium business customers by promptly answering inquiries, providing accurate information while troubleshooting and problem solving with customers
- Provide prompt resolution to customers via telephone and/or email to assist with a variety of customer inquiries and issues
- Strive for First Call Resolution while handling all issues with urgency, ownership and accountability
- Perform complex diagnostic troubleshooting to resolve voice, video & data service issues
- Fulfill client requests to make changes to their Comcast Business Class Services including voice, video & data products
- Leverages a variety of software applications to manage customer account information and diagnose and resolve technical difficulties
- Communicate effectively with customers in a professional manner while setting accurate expectations for issue resolution
- Recognize and diffuse difficult customer situations utilizing all resources, interpersonal and negotiating skills to come to resolution
- Act as a product consultant to business owners by articulating product features and benefits and making recommendations for new lines of business, upgrades or other services based on customer needs/interests
- Supports growth of Comcast Business by introducing customers to new products, higher tiers of service, etc
- On all eligible calls.
Bilingual Customer Service / Tech Support and Sales Advisor
Onyx Enterprises
05.2013 - 05.2015
- Responsible for delivering the Onyx experience to every customer by overturning and diffusing customer frustration and turning it into a 100% satisfied and a repeat customer by striving to deliver one call resolution for every customer
- Provide our customers with information and installation assistance for our products
- Responsible for processing exchanges, cancellation and returns requests for our customers
- Responsible for contacting our vendors and suppliers for our customers
- Responsible for following up and communicating with the proper internal departments any order changes to make sure they get taken care of in a timely matter and accurately to help ensure and minimize any delays that could prevent us from delivering the “Wow” experience we promise to every single one of our customers
- Provide excellent customer service by changing customer’s lives one phone call at the time.
Customer Service Advisor
The Pep Boys
10.2011 - 05.2013
- Responsible to ring purchase and returns transactions for customers as well as write up service work orders
- Provide our customers information about new promotions and sales
- Responsible for placing special orders for our customers
- Provided customer service by attending customers by phone and in the store
- Arrange and replenish the aisles and keep the work area clean and neat
- Provide excellent customer service.
Customer Service Specialist
Pepco Holdings Inc.
08.2002 - 06.2009
- Provided information about new promotions and services
- Set up new accounts, installations and disconnections
- Provided our customers with their account information
- Correct demographic information and take payment by credit card and checking account
- Analyzed high balance bills for customers to ensure customer satisfaction
- Responsible for handling emergency calls such as gas leaks and power outages
- Responsible for retrieving voice messages and responding in a timely manner via email, fax or outbound calls
- Responsible for making collections calls.
Education
Graduated and Certified Automotive Technology Program -
Automotive Training Center
Warminster, PA01.2012
A.D. Mechanical Engineering Technology -
University of Puerto Rico
01.1996
Skills
- MS Office Word, Excel, Access, Corel Print House, Outlook, Internet Explorer, Office Windows, Citrix, UNIX, NASCO, UCSW IVR Systemsand Twilio
Accomplishments
One of my latest accomplishments has been at my latest job, for the first time in the history of the Walmart Auto Center of Elverson, Pa. The shop has made it for two consecutive years as one of the top rated service centers as per CarFax reviews. When I first started working here someone once told me about the bad reputation that my job had and my response to that person was that all that was about to change as I had it as one of my personal goals and I can proudly display the signs to this day to proof that positive change can occur with the right leadership and if your team is willing to work with you.
Languages
Spanish
Full Professional
Timeline
Auto Care Center Service Manager
Walmart
02.2021 - Current
Bilingual Supervisor NJ Covid-19 Project
Staff Management (SMX) Xtend Health Services
02.2021 - 12.2021
Full-Time Shift Supervisor
Autozone
08.2020 - 02.2021
Retail and Commercial Sales / Customer Service / Key Holder
Advance Auto Parts
07.2018 - 08.2020
Commercial Customer Service and Technical Support
Comcast Business
08.2015 - 02.2016
Bilingual Customer Service / Tech Support and Sales Advisor
Onyx Enterprises
05.2013 - 05.2015
Customer Service Advisor
The Pep Boys
10.2011 - 05.2013
Customer Service Specialist
Pepco Holdings Inc.
08.2002 - 06.2009
Graduated and Certified Automotive Technology Program -
Automotive Training Center
A.D. Mechanical Engineering Technology -
University of Puerto Rico