Leonardo Gonzalez

Managed complex customer issues requiring specialized knowledge beyond standard support.

Coordinated with technical, billing, and support teams for efficient problem resolution.

• Provided high-touch advocacy to address customer needs and alleviate frustrations.
• Conducted thorough research on account details, device specifics, and network problems.
• Ensured compliance with company policies and regulations during all interactions.
• Proactively followed up with customers, delivering updates and resolutions promptly.
• Diagnosed technical issues related to network, hardware, software, and devices.

Delivered technical support for Verizon Wireless products, resolving service interruptions and device malfunctions.

Guided users through installation, software updates, and troubleshooting processes.

• Assisted customers via phone, live chat, and email to improve accessibility.
• Tracked customer tickets, escalating complex issues to specialized teams for resolution.
• Identified sales opportunities for upgrades and accessories to enhance retention rates.
• Ensured customer satisfaction through effective communication and swift problem resolution.
• Conducted fault isolation and coordinated dispatch for field technician services.

Resolved customer complaints, billing issues, and service problems with empathy and ownership.

Assisted customers with device upgrades, plan changes, and feature enhancements.

• Identified retention opportunities while promoting new products to improve customer experience.
• Provided technical support for connectivity, device setup, and general service inquiries.
• Built rapport with customers to foster positive relationships and reduce attrition rates.
• Utilized strong communication skills to address concerns and drive satisfaction levels.
• Demonstrated problem-solving abilities to turn negative experiences into positive outcomes.

Maintained goal orientation to meet sales objectives while enhancing customer loyalty.

Facilitated customer support via phone for billing and account inquiries, ensuring prompt resolutions.

Diagnosed technical issues with services and devices, achieving rapid problem-solving outcomes.

• Processed orders, upgrades, and plan changes while promoting relevant products effectively.
• Maintained accurate documentation of customer interactions within internal systems.
• Resolved complaints to enhance customer experiences and deliver effective solutions.
• Utilized strong verbal and written communication skills to address diverse customer needs.
• Leveraged problem-solving abilities to analyze issues and implement efficient resolutions.

Executed daily household tasks including cleaning, laundry, and meal preparation.

Supported personal care activities such as bathing, grooming, and dressing.

Coordinated schedules for appointments, social events, and recreational activities.

Oversaw household finances by developing budgets and tracking expenses.

Conducted grocery shopping and errands to maintain necessary supplies.

Provided transportation for family members to appointments and social outings.

Created a safe, clean environment through diligent organization and maintenance.

Managed inventory of household supplies, ensuring timely restocking as needed.

Consistently achieved or surpassed monthly sales targets through effective lead generation strategies.

Cultivated strong client relationships by delivering tailored insurance solutions.

Collaborated with underwriters to negotiate competitive rates, increasing policy renewals.

Utilized CRM software to track leads and manage customer data efficiently.

Conducted risk assessments to identify coverage gaps and recommend appropriate policies.

Delivered exceptional customer service by promptly addressing inquiries and processing policy changes.

Identified cross-selling opportunities, enhancing policy bundling for existing clients.

Ensured compliance with state-specific licensing requirements and maintained accurate records.

Processed vehicle registrations, license plate transactions, and title transfers for California and out-of-state vehicles.

Ensured compliance with state regulations through meticulous documentation and timely record updates.

• Addressed inquiries regarding DMV policies and required documentation to assist members effectively.
• Managed payments and updated member records to maintain accuracy in all transactions.
• Sold memberships, insurance, and travel services to improve overall member experience.
• Performed clerical duties, including answering phones and assisting visitors efficiently.
• Maintained extensive knowledge of state motor vehicle regulations to deliver informed service.

Directed members to appropriate departments for insurance and travel services.

Answered and screened incoming calls while taking detailed messages.

• Assisted members with inquiries, resolved issues, processed payments, and updated membership records.
• Managed front desk operations to ensure a welcoming environment and efficient workflow.
• Identified member needs and referred them to relevant AAA products or services.
• Maintained an organized reception area by performing general office tasks.
• Provided administrative support to enhance daily operational efficiency.

Demonstrated excellent customer service and communication skills in a fast-paced environment.