Lori Gonzales
Kyle,SD
Overview
12
12
years of professional experience
Work History
Customer Service Supervisor
Texas Disposal Systems
3606 FM-1327
09.2022 - Current
- Communicate with customers and internal resources to answer questions and resolve service issues.
- Make outbound calls as needed due to escalations.
- Enter work orders and perform data entry for associated service charges as needed on customer accounts.
- Document customer issues and resolutions.
- Participate in Leadership meetings.
- Ensure a high level of customer satisfaction through proactive support and active listening.
- Review and respond to personal emails and voicemails in a timely manner.
- Work directly with operations teams to resolve service issues and follow up with the customer to ensure services were provided.
Support Manager
Walmart
9300 S. IH-35
11.2014 - 09.2022
- Leads and develops teams effectively by teaching, training, and actively listening to associates; touring stores and providing feedback.
- Communicating with all levels of associates regarding store operations, utilizing technology, merchandising, and company direction.
- Provide clear expectations and guidance to implement business solutions; and communicating business objectives to teams effectively.
- Models and demonstrates exceptional customer service standards to store associates by following and demonstrating the One Best Way (OBW)service model.
- Monitor and ensure effective merchandise presentation, seasonal transitions, inventory flow, and operational processes; and developing and implementing action plans to mitigate shrink and ensure sales and profit goals are achieved for business area.
- Provide supervision and development opportunities for hourly associates by hiring, training, and mentoring of associates; assigning duties and setting clear expectations.
- Provides supervision and development opportunities for associates by hiring and training; mentoring; assigning duties; providing recognition; and ensuring diversity
Assistant Store Manager
Valero Corner Store
11.2011 - 11.2014
- Responsible for controlling inventory to attain and maintain inventory shortage performance at less than 1.0% short to merchandise sales on a monthly audit basis.
- Advise Area Manager of all shift variances that exceed established norms on a daily basis.
- Personally conduct a cigarette count daily.
- Conduct a minimum of one cash audit weekly.
- Strictly follow and enforce the Vendor Check In policy and personally touch counts all merchandise received into the store.
- Fax invoices daily to accounts receivable. Verify through symphony.
- Cost inventory reports should be counted by Manager
Education
2004
Skills
- Handling Escalations
- Policy and procedure modification
- Phone and Email Etiquette
- Call Center Operations
- Staff Training
- Employee Scheduling
- Positive and Constructive Feedback
- Performance Evaluation
- Customer modification's
- Time tracking
- Delegating Work
- Performance Improvement
- Multitasking and Organization
- Performance Evaluations
- Team Development
- New Hire Training
- Scheduling and calendar management
Timeline
Customer Service Supervisor - Texas Disposal Systems
09.2022 - Current
Support Manager - Walmart
11.2014 - 09.2022
Assistant Store Manager - Valero Corner Store
11.2011 - 11.2014
William B Travis High School - ,