Maria Gonzalez
Brownsville,Texas
Summary
Dynamic professional with a strong customer service focus and proven problem-solving abilities, honed at Conns. Skilled in employee training and staff motivation, I successfully enhanced customer satisfaction and operational efficiency. My adaptability and effective communication fostered a positive work environment, driving team performance and achieving significant improvements in service delivery.
Overview
15
15
years of professional experience
Work History
Assistant Shift Leader
South West Keys
Brownsville, TX
11.2018 - 03.2025
- Ensured child safety through diligent supervision and adherence to established protocols.
- Administered first aid when necessary, maintaining a calm demeanor during emergencies and handling situations effectively.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
- Taught children to organize toys, wash hands, and share by leading by example.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Encouraged children's emotional and social development.
- Provided support and guidance to children in conflict resolution.
Bilingual CSR
Maximus
Brownsville, TX
05.2017 - 05.2018
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
Operations Manager
Conns
Brownsville, TX
02.2010 - 03.2018
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and maintained relationships with external vendors and suppliers.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Developed and implemented strategies to maximize customer satisfaction.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
Education
High School Diploma -
Rivera High School
Brownsville, TX05.2003
Skills
- Customer service focus
- Workplace safety
- Employee training
- Staff motivation
- Decision-making capacity
- Customer service
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Effective communication
- Adaptability and flexibility
- Staff management
Languages
Spanish
Native or Bilingual
Timeline
Assistant Shift Leader
South West Keys
11.2018 - 03.2025
Bilingual CSR
Maximus
05.2017 - 05.2018
Operations Manager
Conns
02.2010 - 03.2018
High School Diploma -
Rivera High School