Professional Summary
Overview
Work History
Education
Skills
Languages
Timeline

Leonor Gonzalez

Concero Technology Group
1
Language
10
years of professional experience

Results-driven professional with a strong background in call center operations and customer service. Skilled in managing escalated calls and resolving complex issues, consistently achieving high client satisfaction and loyalty.

Work History

Call Center Representative

2 Years 9 Months
Concero Technology Group | 11.2023 - Current
  • Managed high-volume inbound calls, providing exceptional customer service and issue resolution.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.

Barista, Kiosk Ambassador, Cashier

5 Months
Panera Bread | 05.2019 - 10.2019
  • Prepared high-quality coffee beverages and food items in accordance with Panera's standards.
  • Maintained cleanliness and organization of workstations to enhance efficiency and customer experience.
  • Provided exceptional customer service by accurately processing orders and addressing inquiries promptly.
  • Implemented best practices for food safety and sanitation compliance within the café environment.

Calling Agent

8 Months
Auto Glass Shop | 08.2018 - 04.2019
  • Provided detailed product information to customers, enhancing their service experience.
  • Utilized persuasive communication techniques to educate potential clients on available products or services.

Cashier, Restocking

2 Months
Pets Club | 02.2016 - 04.2016
  • Processed customer transactions efficiently using POS systems.
  • Assisted in maintaining accurate cash drawer balance throughout shifts.
  • Educated customers on pet care products and services, enhancing their shopping experience.
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Built relationships with customers to encourage repeat business.

Education

GED

Coastal Community College | Jacksonville, NC | 08-2020

Skills

Problem-solving skills
Customer support
Customer service
Call center customer service
Verbal and written communication
Inbound phone calls
Call center operations
Resolving issues
Communicating with clients
Answering questions
Appointment scheduling
Account updating
FLUENT IN [LANGUAGE]

Languages

Spanish
Native or Bilingual

Timeline

Call Center Representative

Concero Technology Group
11.2023 - CurrentRead More

Barista, Kiosk Ambassador, Cashier

Panera Bread
05.2019 - 10.2019Read More

Calling Agent

Auto Glass Shop
08.2018 - 04.2019Read More

Cashier, Restocking

Pets Club
02.2016 - 04.2016Read More

Coastal Community College

GED
Read More
Leonor Gonzalez