Michael Gongora
San Antonio,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
22
22
years of professional experience
Work History
Contact Representative
Social Security Adminstration
04.2010 - Current
- Provide public service
- Maintain the integrity of SSA systems
- Resolve Identity theft issue(s)
- Develop, Establish, Input SSA claims
- Process Social Security number applications
Assistant Manager
Dillards Department Store
09.2007 - 11.2009
- Supervise 12 Sales Associates
- Coordinate schedules
- Respond to customer/employee concerns
- Interview new hires and conduct background checks
- Monitor business activities for the company
- Set merchandising directives and communicate with buyers for Dillard's
- United Way Coordinator: Organize monetary contributions by staff, conduct presentations in an attempt to reach a monetary goal Dillard’s at La Cantera
Sales Associate
Dillards Department Store
07.2006 - 08.2007
- Provide customer-care and service
- Inventory of merchandise
- Sort and stock merchandise
- Ship and receive merchandise
- Maintain a clean and safe working environment
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Contributed to team objectives in fast-paced environment.
Student Assistant/Sales Clerk
St. Mary's University
10.2002 - 05.2006
- Coordinate duties of first-year work-study students
- Sort and stock student supplies
- Textbook shipping and receiving clerk
- Support management on special projects
- Sort, read, and annotate incoming mail
- File, Fax and General Office Duties
Education
Bachelor of Arts - International Relations And Affairs
St. Mary's University
San Antonio, TX05.2006
Skills
- Grievance Arbitration
- Inbound Phone Call Management
- Customer Support
- Customer Service Optimization
- System Documentation
- Training and Development
- Data Gathering
- Government Regulations
- Quality Control
- Problem-Solving Skills
- Verbal and Written Communication
- Public Assistance Programs
- Account Management
Accomplishments
- Documented and resolved Congressional inquiries which led to favorable results for SSA.
- Achieved business results through effectively helping with mentorship responsibilities.
- Mentored a team of 7 staff members.
Languages
Spanish
Professional Working
Timeline
Contact Representative
Social Security Adminstration
04.2010 - Current
Assistant Manager
Dillards Department Store
09.2007 - 11.2009
Sales Associate
Dillards Department Store
07.2006 - 08.2007
Student Assistant/Sales Clerk
St. Mary's University
10.2002 - 05.2006
Bachelor of Arts - International Relations And Affairs
St. Mary's University
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