Mark Gonzales

• Led daily operations, ensuring store standards and customer satisfaction were consistently met.
• Developed training programs for new staff, enhancing team performance and operational efficiency.
• Managed inventory control processes, optimizing stock levels to reduce waste and ensure product availability.
• Analyzed sales data to identify trends, informing strategic decisions to drive revenue growth.
• Coordinated staff scheduling to maximize productivity while maintaining labor cost efficiency.
• Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
• Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
• Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
• Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
• Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.

• Over looked a 15 man fire department to lead and guide any and all fire investigations .
• Trained approximately 10 new fire department members as of May 2025.
• In charge of ALL Members required courses and classes to continue being an active fire department member
• During Code Enforcement work i was in charge of a 3 Man department each was tasked different work such as Dilapidated Buildings, Abandoned homes, Tall Grass and Weeds.

as a leader for code enforcement in the city of pearsall myself and 3 other employees were in charge of a 7,637 Population city.

• During my time with the city of pearsall, the city's animal control officer left the city on short notice. leading there to be a vacant spot with a very high demand and volume of complaints, and animal related calls. During this time i was asked by the City Manager & Chief of Police of Pearsall to temporary take over this department until they can find a hire while still completing my other job duties. This required me to obtain my Animal Control officer license, self train and over see the city of Pearsall's animal control department.
• During this time the City of Pearsall hired a new animal control officer that was unexperienced for this line of work. During this time i was tasked by the City Manager Fred Reyes to Over see the Animal Control Department, train the new hire, and help with day to day pending legal cases.
• Enforced compliance with city regulations and ordinances pertaining to land use, zoning, nuisance housing, building codes and health and safety.
• Patrolled assigned area to identify and evaluate problems.
• Prepared evidence in support of legal actions taken.
• Conducted various field investigations.
• Drafted, researched and rewrote municipal codes.
• Prepared documentation by writing notes, organizing official interview records, compiling inspection reports and maintaining supporting documents.
• Conducted follow-up site visits to check compliance with corrective actions implemented to address violations.
• Testified in hearings, distributed information and collaborated with attorneys to prosecute offenders.
• Checked various multi-family residential and business construction sites to determine fire code compliance.
• Recorded scene layout, damage and findings by drafting diagrams, numbering items and taking photographs.
• Controlled safety protocols and avoided potential hazards at fire incident scenes to protect investigation personnel from harm.
• Worked with building owners and users to outline actions required to bring structures in compliance with relevant fire code regulations, laws and accepted standards.
• Conducted interviews of witnesses, coordinated with experts and communicated with insurance company representatives to gather information.
• Created, initiated and optimized policies and procedures for fire prevention and suppression in regional structures and by emergency personnel.
• Conducted fire investigations to determine causes and prevent future incidents.

• In charge of over seeing 4 Correctional officers while on duty.
• In charge of over seeing a 80 Male Housing County Jail.
• Effectively interacted with staff, offenders, visitors and public to maintain security within facility.
• Maintained jail security by performing frequent security checks within cell block and inspecting each cell for contraband.
• Conducted pat downs and strip searches of inmates and visitors to prevent contraband from entering facility.
• Documented prisoner identification, charges and inmate disturbance incidents.
• Monitored radio transmissions between staff to respond immediately to directions and emergencies.
• Inspected condition of locks, window bars, doors and gates to prevent prisoner escapes.
• Utilized weapons, handcuffs and physical force to maintain discipline and order among prisoners.
• Received and processed inmates into custody of institution by searching prisoners and taking charge of personal property.
• Observed inmate behavior to prevent dangerous and inappropriate activities, supervising over 80 inmates simultaneously.
• Drove passenger vehicles and trucks to transport inmates to other institutions, courtrooms, hospitals and work sites.
• Examined incoming and outgoing mail to detect contraband.
• Arranged library visits, work assignments, family visits and counseling appointments for prisoners.
• Guarded facility entrances to screen visitors, using x-rays and ION scanner devices.
• Enforced rules and regulations to maintain order among inmates.
• Responded to emergency situations and de-escalated hostile confrontations.
• Supervised inmates during meals, recreation and other activities.
• Conducted security checks of inmates and living areas.
• Prepared reports to document incidents and violations.
• Made rounds at specified intervals and conducted head counts and roll calls.
• Searched building and grounds, living quarters, and work areas for contraband.
• Documented inmate behavior and activities in logbooks.
• Built solid relationships with staff and residents to keep institution safe and secure.
• Investigated and responded to incidents of inmate misconduct.
• Provided assistance and guidance to inmates regarding daily activities.
• Transported inmates to and from court hearings, medical appointments and other locations.
• Established positive working relationships and maintained boundaries with resident offenders.
• Assisted in intake and release of inmates.
• Received and inspected mail, property and funds from visitors on behalf of designated inmates.
• Responded to inquiries from inmates and other members of public.
• Interviewed inmates to obtain information and evidence.
• Observed inmate behavior to prevent dangerous and inappropriate activities, supervising over 40 inmates simultaneously

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services, and company information.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Processed customer service orders promptly to increase customer satisfaction.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Provided primary customer support to internal and external customers.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Tracked customer service cases and updated service software with customer information.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Met customer call guidelines for service levels, handle time and productivity.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Delivered prompt service to prioritize customer needs.
• Maintained up-to-date knowledge of product and service changes.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Responded proactively and positively to rapid change.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Trained new personnel regarding company operations, policies and services.
• Promptly responded to inquiries and requests from prospective customers.
• Promoted available products and services to customers during service, account management, and order calls.
• Managed timely and effective replacement of damaged or missing products.
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
• Developed and updated databases to handle customer data.
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Cross-trained and provided backup support for organizational leadership.
• Trained staff on operating procedures and company services.
• Investigated and resolved accounting, service and delivery concerns.
• Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
• Increased efficiency and team productivity by promoting operational best practices.
• Reached out to customers after completed sales to suggest additional service or product purchases.
• Cross-trained and backed up other customer service managers.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Implemented and developed customer service training processes.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.