Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jonathan Gonzalez

Denver,CO

Summary

To acquire a position within a challenging, forward moving environment that will enable me to use my skills and expertise in a setting that will allow growth both individually and professionally. Proven ability to lead, manage, train and develop a team of up to 20 employees in a call center environment. More than 20 years of experience in a sales/marketing environment.

Overview

10
10
years of professional experience

Work History

Licensed

United Services Automobile Association, USAA
Colorado Springs, CO
02.2021 - Current
  • Interacted with members across multiple contact channels to provide adequate coverage and advice to help ensure members' financial security
  • Applied developing knowledge of personal lines insurance to assist members with foundational to moderately complex quotes, binding new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services
  • Responsible for the respective trailing documents for all states
  • Demonstrated the ability to Identify, assess and understand member needs and consistently provide complete and accurate advice and solutions, including products and services
  • Provided detailed issue diagnosis while minimizing transfers, escalations and call backs
  • Used available tools and resources to support members with some assistance
  • Maintained required Property & Casualty (P&C) licenses and state registrations
  • Ensured risks associated with business activities are effectively identified, measured, monitored, and controlled
  • Followed written risk and compliance policies and procedures for business activities
  • Proven ability to prioritize and multi-task, including navigating through multiple business applications
  • Rewrote and reinstated insurance policies, following underwriting and business rules
  • Responded to inquiries and explained product features and service advantages to potential customers
  • Increased sales through consultative sales approach and focused relationship building with new and existing policy holders
  • Upsold products to policyholders and potential new clients
  • Offered policy guidance and management to promote asset protection
  • Exceeded company sales goals for new policies
  • Pursued continued professional development through insurance workshops, courses, and webinars
  • Monitored clients' insurance coverages to ensure changing needs were met
  • Calculated premiums and established payment methods, receiving customer payments and issuing receipts
  • Developed appropriate quotes based on risk information
  • Counseled prospects and policyholders on coverage, limits and regulations
  • Leveraged industry trends to shape solutions and approaches.

Contact Center Supervisor

Christian Care Ministry
Colorado Springs, CO
02.2018 - 01.2021
  • Responsible for implementation of continuous improvement initiatives and processes
  • Managed a team of 8 to 20 member services representatives
  • Monitored performance by reviewing relevant reporting data and producing statistical reports
  • Developed quality assurance standards and established targets for all staff
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings
  • Delivered constructive call process feedback
  • Facilitated coaching sessions to align productivity and performance goals
  • Motivated and promoted team employees from within for key leadership roles
  • Managed performance benchmarks for call center employees
  • Conducted periodic performance reviews to determine employee eligibility for merit increases and bonuses
  • Identified appropriate solutions to minimize issues and quickly solve problems
  • Motivated sales professionals by delivering positive reinforcement and constructive feedback
  • Utilized video conferencing solutions to communicate and train personnel in remote offices.

Engagement Coach I (Supervisor)

Startek, Inc
Colorado Springs, CO
01.2017 - 02.2018
  • Demonstrated ability to evaluate, provide feedback, train, mentor and motivate employees to provide excellent customer service
  • Delivered performance reviews of team members including corrective actions, disciplinary counseling and filing all necessary HR documentation
  • Monitored call volume to ensure accurate and timely communication of client and campaign issues to and from the Real Time Analyst/Workforce team
  • Delivered constructive call process feedback
  • Planned staff and training meetings and scheduled conference rooms
  • Retained top talent by authoring and conducting team performance evaluations for corrective action planning
  • Monitored performance by reviewing relevant reporting data and producing statistical reports
  • Accomplished call center resource objectives by recruiting, selecting and orienting new employees
  • Conducted periodic performance reviews to determine employee eligibility for merit increases and bonuses.

Retail Sales Representative

T-Mobile
San Diego, CA
07.2013 - 08.2016
  • Created personalized sales solutions based on rapport building and right-fitting customers with current products and promotions
  • Responsible for customer follow up, sales tracking, lead generation, and educating customers on products and services available
  • Multi-tasked across several platforms including Microsoft Office, internet resources, and other job aids to reach solutions
  • Engaged positively with each customer, providing professional and polite support for sales and service needs
  • Processed payments and maintained accurate drawers to meet financial targets
  • Expressed appreciation for patronage, inviting and encouraging customer return visits
  • Maintained knowledge of current sales and promotions, security practices and policies regarding payment and exchanges
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts
  • Increased store sales by cross-selling complementary items
  • Regularly met or exceeded established sales goals by implementing strategic closing techniques
  • Improved customer service feedback scores through outstanding service
  • Greeted and assisted customers in locating items and completing purchases
  • Consistently met or exceeded sales quotas by assessing and meeting customer needs.

Education

Associate of Arts - Music

Cuyamaca College

Skills

  • Asset Protection Expertise
  • Insurance Customization
  • Critical Thinking
  • Records Maintenance
  • Service Oriented
  • Time Management
  • Client Interviews
  • Verbal and Written Communication
  • Form Completion and Submission
  • Persuasive Negotiation
  • Service-Oriented
  • Document Control
  • Client Retention
  • Team Training and Development
  • Client Account Management
  • HIPAA Compliance
  • Data Entry
  • Consultative Sales Approach
  • Licensing Requirements
  • Quality Assurance Requirements
  • Upselling and Cross-Selling
  • Relationship Building
  • Information Tracking
  • Employee Motivation
  • Document Management
  • Training Coordination
  • Training Delivery
  • Performance Updates
  • Project Planning and Coordination
  • Productivity Benchmarks
  • Public Speaking
  • Issue and Conflict Resolution
  • Personnel Management
  • Data Analysis and Reporting
  • Good Work Ethic
  • Computer Skills
  • Reliable & Trustworthy
  • Active Listening
  • Problem Resolution
  • Supervision & Leadership
  • Conflict Resolution
  • Training & Development
  • Planning & Organizing
  • Customer Service
  • Team Building
  • Data Management
  • People Skills

Timeline

Licensed

United Services Automobile Association, USAA
02.2021 - Current

Contact Center Supervisor

Christian Care Ministry
02.2018 - 01.2021

Engagement Coach I (Supervisor)

Startek, Inc
01.2017 - 02.2018

Retail Sales Representative

T-Mobile
07.2013 - 08.2016

Associate of Arts - Music

Cuyamaca College

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