Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Mark A Gonzales

Colorado Springs,CO

Summary

Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.

Overview

19
19
years of professional experience

Work History

Senior Account Specialist

Colorado Springs Utilities
Colorado Springs, CO
01.2022 - Current
  • Set up new customer accounts and updated existing profiles with latest information.
  • Adhered to standards of quality and service as well as all compliance requirements.
  • Completed routine and complex account updates to resolve problems.
  • Reviewed account activity to assess financial status and evaluate discrepancies.
  • Review & analyzes complex billing information & history

Customer Service Manager

T-Mobile
Colorado Springs, Colorado
01.2002 - 09.2020
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
  • Improved P&L from -$30,00 to $90,000 in two months

Education

High School Diploma -

Fountain Fort Carson High School
Fountain, CO
05.1986

Skills

  • Internal -Department Collaboration
  • Budgeting & Reporting
  • Staff Management
  • Managed P&L with monthly reporting to site director
  • Reviewing Account Records
  • Exceeded Metric Goals Monthly
  • Resolved Customer Escalated Issues
  • Elevated focus on Culture, Performance & Recognition

Accomplishments

  • Top 1% in the Nation for Performance
  • Hand Selected by Senior Leadership for Leadership Development Program
  • Partnered with Retail Managers & Engineering
  • Career Development
  • Highly Respected & Trusted

Timeline

Senior Account Specialist

Colorado Springs Utilities
01.2022 - Current

Customer Service Manager

T-Mobile
01.2002 - 09.2020

High School Diploma -

Fountain Fort Carson High School
Mark A Gonzales