MIGUEL GONZALEZ
CHARLOTTE,NC
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Trader Support Specialist
Topstep
Charlotte, NC
08.2025 - Current
- Provided real-time support to funded and evaluation traders, assisting with platform issues, account management, and trade-related inquiries.
- Troubleshot platform errors, order execution problems, and account discrepancies.
- Guided traders through rules, risk limits, payouts, account resets, and funding procedures to ensure compliance.
- Delivered fast, accurate, and solutions-focused customer support through chat, email, and ticketing systems.
Technical Support Specialist
Spectrum Business
Charlotte, NC
09.2022 - 08.2025
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Worked with other technical support specialists from other companies to reach a resolution for our common customers.
- Diagnose complex technical issues, providing clear explanations to non-technical customers.
- Collaborate with cross-functional teams to resolve service disruptions efficiently
- Guide customers through troubleshooting processes, enhancing their understanding of technical concepts.
- Liaise with supervisors to address escalated inquiries effectively
Deposit Associate
Ally Financial
Charlotte, NC
06.2021 - 06.2022
- Looked for ways to go above and beyond job requirements.
- Answered inbound customer calls and responded to inquiries.
- Listened to client concerns and asked questions to better understand needs.
- Documented customer information and activity in customer database.
- Streamlined deposit processes, enhancing efficiency and reducing errors.
- Implemented innovative solutions to improve customer satisfaction and retention rates
- Optimised customer service protocols, resulting in faster query resolution and improved client feedback.
- Developed strategies to enhance deposit accuracy and processing speed
- Fostered teamwork to address complex customer inquiries, leveraging collective expertise for comprehensive solutions
- Contributed to cross-functional initiatives
- Meticulously maintained customer records, ensuring data accuracy and compliance with financial regulations.
- Conducted thorough analyses of deposit trends
Customer Service Manager
Piedmont Airlines
Charlotte, NC
01.2017 - 06.2021
- Optimized customer support by establishing collaborative service environment.
- Investigated and resolved customer inquiries and complaints quickly.
- Ensured agents presented themselves with professionalism and eye contact customer service.
- Led customer support optimization, fostering a collaborative environment.
- Swiftly resolved inquiries, ensuring professional agent interactions and enhancing overall service quality.
- Pioneered customer-centric strategies, revolutionizing support processes.
- Implemented creative solutions to streamline complaint resolution, boosting customer satisfaction rates.
- Fostered a team-oriented culture, promoting knowledge sharing among agents.
- Facilitated cross-departmental cooperation to address complex customer issues effectively
- Cultivated a team-oriented culture, promoting knowledge sharing among agents.
- Facilitated cross-departmental cooperation to address complex issues effectively
Unit Manager
Piedmont Airlines
Charlotte, NC
03.2016 - 06.2017
- Ensured agents worked the operation in a safe and productive manner.
- Delegated ramp duties to the agents.
- Assured that baggage reached their destinations in a timely manner.
- Charlotte, NC Ensured a safe environment for employees.
- Orchestrated ramp operations, ensuring safe and efficient baggage handling while optimizing agent productivity and maintaining stringent safety protocols.
- Streamlined baggage delivery processes, significantly reducing transit times and enhancing customer satisfaction through timely arrivals
Acting Manager
Piedmont Airlines
Charlotte, NC
09.2015 - 03.2016
- Ensured agents worked the operation in a safe and productive manner.
- Delegated ramp duties to the agents.
- Assured that baggage reached their destinations in a timely manner.
- Ensured a safe environment for employees.
- Orchestrated ramp operations, ensuring safe and efficient baggage handling while optimizing agent productivity and maintaining stringent safety protocols.
- Streamlined baggage delivery processes, significantly reducing transit times and enhancing customer satisfaction through timely arrivals
- ACTING MANAGER Sep 2015 - Mar 2016
- Piedmont Airlines Charlotte, NC Ensured agents worked the operation in a safe and productive manner.
- Delegated ramp duties to the agents.
- Assured that baggage reached their destinations in a timely manner.
- Ensured a safe environment for employees.
- Led ramp operations, ensuring safety protocols and efficient baggage handling.
- Optimized agent productivity through strategic task delegation and timely performance monitoring
Education
High School Diploma -
Penn Foster Career School
Scranton, PA06-2003
Skills
- Compliance awareness
- Multitasking
- Attention to detail
- Time management
- Financial literacy
- Customer service
- Deposits
Accomplishments
- Enhanced Customer Satisfaction: Boosted customer satisfaction by 30% through innovative support strategies at Piedmont Airlines.
- Resolved Technical Issues: Providing exceptional technical support and improving efficiency significantly.
- Trader Support Improvement: Enhanced trader support through improved troubleshooting methods.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Trader Support Specialist
Topstep
08.2025 - Current
Technical Support Specialist
Spectrum Business
09.2022 - 08.2025
Deposit Associate
Ally Financial
06.2021 - 06.2022
Customer Service Manager
Piedmont Airlines
01.2017 - 06.2021
Unit Manager
Piedmont Airlines
03.2016 - 06.2017
Acting Manager
Piedmont Airlines
09.2015 - 03.2016
High School Diploma -
Penn Foster Career School