Summary
Overview
Work History
Timeline
Generic

Kali Gonzales

Laning,MI

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

2
2
years of professional experience

Work History

Case Specialist/Call Center Representative

Neogen
Lansing, MI
08.2022 - Current
  • Monitored progress of cases by obtaining regular updates from clients, providers, and other relevant parties.
  • Maintained detailed records of all case activities using appropriate software systems.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Call Center Representative

Abacus Staffing
Lansing, MI
08.2023 - 11.2023
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.

Call Center Representative

Healthy Smiles Dental Care, Sc
Lanisng, MI
01.2022 - 08.2022
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.

Operations Manager

Clean Investments
Lansing, MI
11.2015 - 01012022
  • Developed and implemented operational procedures to ensure quality standards are met.
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
  • Recruited, hired and trained crew members on application of projects, customer relations and customer service.

Timeline

Call Center Representative

Abacus Staffing
08.2023 - 11.2023

Case Specialist/Call Center Representative

Neogen
08.2022 - Current

Call Center Representative

Healthy Smiles Dental Care, Sc
01.2022 - 08.2022

Operations Manager

Clean Investments
11.2015 - 01012022

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    <ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors<ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors

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Kali Gonzales