Juan Gonzalez Jr.

Operations Manager (May 2022-Present) / Customer Service Representative (Feb 2020-May 2022)

• Supervise everyday operations.
• Handle customer email communications regarding orders in a timely fashion.
• Customize orders and prepared for engraving, ensuring design matched customer requests.
• Ensure precision by engraving custom crystal orders and performing thorough proofing.
• Direct packaging processes to fulfill customer orders.
• Support inventory management and facilitated shipment reception.

• Handled intricate calls, ensuring efficient service delivery to customers, bank associates, and financial entities.
• Execute both standard and intricate account updates.
• Troubleshot various intricate problems successfully.
• Effectively utilized several systems to gather and manage customer data.
• Specialized in providing support for online banking navigation and troubleshooting.

• Address intricate calls from medical offices, long-term care facilities, and hospitals regarding claim submission, member’s benefits and eligibility, credentialing status of providers, and status of prior authorizations
• Executed routine and intricate account maintenance tasks.
• Identify and address multifaceted problems efficiently.
• Proficient in researching and tracking information across various platforms.
• Address problems with the web portal related to accessing accounts, submitting claims, and finding member details.

• Manage intricate calls from veterans, VA Medical Centers, and healthcare providers facilitating seamless service delivery.
• Manage regular and sophisticated maintenance of accounts.
• Investigate and resolve various intricate problems.
• Skillfully researched and tracked information across multiple platforms.
• Facilitate updates on claim submissions from provider locations.
• Collected necessary details to aid in meeting veterans' required care.

• Contributed to the preparation of customer orders by efficiently structuring boxes, securely storing contents, ensuring sealed packages and dispatching.
• Assist with replenishing inventory for order fulfillment.
• Assist with production in other departments such as Pack Singles, and assisting SLAM area with making sure packages go through its final processes before shipment.

• Designed and modified graphics for clients using various software including Photoshop, InDesign, Illustrator.
• Moved designs to production for printing and finishing based on customer requirements.
• Facilitated order completion in copy center by producing various printed items such as manuals and signs.
• Delivered customer requests within required timeframes.
• Finish end-of-day reports, organize customer orders for the next day, and confirm secure closure.

• Delivered seamless service by handling challenging calls from customers, bank associates, and other financial entities.
• Handles standard and advanced account upkeep.
• Resolved complex issues through thorough investigation.
• Skillfully managed customer details and research tasks across multiple platforms.
• Offered detailed assistance to customers navigating the online banking platform.
• Awarded multiple Global Recognition accolades for outstanding and consistent performance.