Michelle Gonzalez
Bronxville,NY
Summary
Detail-oriented operations and administrative professional with 8+ years of experience supporting cross-functional teams, managing data, and coordinating projects in fast-paced environments. Proven ability to maintain data accuracy, manage competing priorities, and support large-scale initiatives with strong organizational and communication skills. Adept at stakeholder coordination, reporting, and process improvement.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Flight Attendant
United Airlines
05.2023 - Current
- Coordinate onboard operations and ensure compliance with safety procedures while managing multiple priorities in a fast-paced, time-sensitive environment
- Serve as a primary point of contact for passengers, resolving issues and providing clear, professional communication
- Collaborate with crew members to execute service delivery and ensure operational efficiency
- Maintain accurate documentation of incidents and service-related activities as required
- Adapt quickly to changing conditions, delays, and unexpected operational challenges
Customer Service Lead
Uncommon Goods
11.2020 - Current
- Managed high-volume customer interactions and maintained accurate records within CRM systems to support reporting and analysis
- Analyzed customer service trends and prepared reports to inform leadership decisions
- Mentored team members on effective communication techniques and conflict resolution strategies.
- Trained and supported team members on processes, tools, and service standards
- Led team meetings and contributed to process improvements to enhance efficiency
- Handled escalated issues with strong attention to detail and resolution accuracy
Customer Service Lead
Gucci
09.2022 - 08.2024
- Oversaw daily operations, ensuring adherence to customer service standards and policies.
- Maintained and audited customer data to ensure accuracy and consistency across systems
- Generated reports and insights on customer trends to support business decisions
- Collaborated with cross-functional teams to address product issues and enhance customer experience.
- Resolved customer service issues using company processes and policies and provided updates to customers.
People & Culture Operations Manager
Fit Small Business
10.2018 - 09.2019
- Managed HR data, payroll records, and compliance documentation for 150+ employees with 100% accuracy
- Built and maintained spreadsheets, reports, and internal tracking systems
- Supported internal initiatives through coordination of communications and project timelines
- Improved workflows to increase efficiency and data accuracy
HR Manager
Stein IAS International LLC
06.2016 - 10.2018
- Conducted training programs to foster employee development and compliance awareness.
- Streamlined onboarding processes to improve new hire integration and satisfaction.
- Led recruitment strategies to attract top talent aligned with company objectives.
- Developed and implemented HR policies to enhance employee engagement and retention.
- Facilitated conflict resolution and mediated employee relations issues effectively.
- Oversaw payroll functions, ensuring accuracy while maintaining strict confidentiality standards for sensitive employee information.
Education
Bachelor of Arts - Psychology
Lehman College
Bronx, NY05.2012
Skills
- Data Management & Reporting (Excel, CRM Systems)
- Project Coordination & Administrative Support
- Event Planning & Logistics Coordination
- Stakeholder & Cross-Functional Communication
- Process Improvement & Workflow Optimization
- Attention to Detail & Data Integrity
- Time Management & Multi-Tasking
- Microsoft Office Suite (Excel, PowerPoint, Word)
- Confidential Information Handling
- Written Communications & Internal Documentation
Certification
- Google Cybersecurity Certification
Languages
Spanish
Native or Bilingual
Timeline
Flight Attendant
United Airlines
05.2023 - Current
Customer Service Lead
Gucci
09.2022 - 08.2024
Customer Service Lead
Uncommon Goods
11.2020 - Current
People & Culture Operations Manager
Fit Small Business
10.2018 - 09.2019
HR Manager
Stein IAS International LLC
06.2016 - 10.2018
Bachelor of Arts - Psychology
Lehman College