Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michael Gonzalez

Philadelphia

Summary

Results-driven customer service representative skilled in issue resolution, CRM software, and call handling. Proven ability to enhance customer satisfaction while managing high-volume calls in a remote environment.

Overview

10
10
years of professional experience

Work History

Call Center Customer Service Representative Remote

InfoCision
Philadelphia
03.2025 - Current
  • Managed high-volume inbound and outbound calls, ensuring timely and accurate responses in a remote call center environment.
  • Resolved inquiries, updated accounts, and troubleshot issues to enhance customer satisfaction.
  • Documented interactions utilizing CRM and internal systems for record-keeping.
  • Achieved performance goals by maintaining high productivity and self-direction in remote work.

Janitorial Supervisor

Knight Management
New York
04.2021 - 03.2025
  • Supervised 40+ staff across 19 locations to ensure consistent janitorial standards.
  • Trained and evaluated employees, enhancing service quality and compliance with protocols.
  • Managed scheduling, coverage, and inspections to optimize operations using digital tools.
  • Resolved issues quickly to maintain operational standards.

Operations Supervisor

Lifetime Fitness
New York
01.2019 - 03.2021
  • Handled escalations to effectively resolve member concerns.
  • Managed departments to enhance customer service satisfaction.
  • Coordinated schedules and vendor communication to streamline operations.
  • Used digital systems to track daily operations.

Caretaker / Housekeeper

Sibling Home Care
The Bronx
07.2016 - 12.2018
  • Provided one-on-one support with clear, consistent communication.
  • Managed daily tasks and schedules independently.
  • Maintained awareness of client needs and changes.
  • Demonstrated professionalism and patience to build trust with clients.

Education

Some College (No Degree) - General Studies

DeWitt Clinton High School
The Bronx, NY

Skills

  • Call center operations and issue resolution
  • Inbound and outbound call handling
  • Customer service and remote support
  • CRM systems and data entry
  • Microsoft Office proficiency
  • Zoom and Microsoft Teams proficiency
  • Digital communication
  • Typing speed: 50 WPM
  • Time management and multitasking
  • Communication and active listening

Timeline

Call Center Customer Service Representative Remote

InfoCision
03.2025 - Current

Janitorial Supervisor

Knight Management
04.2021 - 03.2025

Operations Supervisor

Lifetime Fitness
01.2019 - 03.2021

Caretaker / Housekeeper

Sibling Home Care
07.2016 - 12.2018

Some College (No Degree) - General Studies

DeWitt Clinton High School
Michael Gonzalez