Milena Gonzalez
New York,NY
Summary
Bilingual professional with expertise in conflict resolution and data management. Facilitate effective customer interactions in high-pressure environments, enhancing satisfaction through clear communication and document translation.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Bilingual Customer Service Representative
Consolidated Edison of New York
Brooklyn, USA
12.2017 - 11.2022
- Resolved customer issues, improving satisfaction by 20%.
- Customer Interaction: Answer calls/emails about electric/gas service, billing, outages, and emergencies
- Account Management: Use internal systems to access accounts, input data, update records, and resolve billing inquiries.
- Issue Resolution: Handle credit/collection issues, payment arrangements, and fines related to inspections.
- Issue Resolution: Handle credit/collection issues, payment arrangements, and fines related to inspections.
- Administrative Tasks: Perform data corrections, route work orders, and manage job records.
- Operate new office technologies as they are developed and implemented.
Secretary
Iglesia Cristiana Promesa de Vida, Inc
03.2005 - 08.2021
- Follow ethical codes that protect the confidentiality of information.
- Managed an internal database with sensitive information.
- Schedule special events such as conferences, meetings, seminars, and retreats.
- Plan and execute social media campaign that increased engagement by 120%.
- Implement program plans by ordering needed materials, scheduling speakers, reserving space, or handling other administrative details.
- Translate messages simultaneously or consecutively into specified languages, orally or written, maintaining message content, context, and style as much as possible.
- Analyze member participation or changes in congregational emphasis to determine needs for religious education.
- Devised ways in which congregational membership can be expanded.
- Proofread, edit, and revise translated materials.
- Organize and lead regular religious services.
Coordinator
Avondale Care Group
08.2017 - 12.2017
- Administrative Tasks: Perform data corrections, route work orders, and manage job records.
- Performance Management: Supervise and coach aides, conduct performance reviews, and ensure adherence to care plans and agency standards.
- Patient Care Coordination: Developing care plans, communicating with patients/families, arranging appointments, and ensuring quality service delivery in their preferred language.
- Recruitment & Training: Assist with recruiting, onboarding, and training HHAs.
- Compliance: Adhering to agency policies, regulatory standards, and providing accurate billing info.
Resident Lifestyle Specialist
LivunLTD
08.2015 - 08.2017
- Resident Services: Serve as the primary contact for residents, handling diverse requests like booking salon/spa appointments, arranging pet services, and coordinating housekeeping.
- Amenity Management: Oversee facility upkeep, promote and coordinate fitness programs (personal training, classes), and manage pool operations.
- Event Coordination: Work with creative teams to plan and execute property-wide events, activities, and social gatherings.
- Professional Standards: Maintain a polished, professional demeanor, uphold high service standards, and lead by example.
Bilingual Sales & Service Representative
Verizon Communications
08.2000 - 05.2010
- Confer with customers by telephone to provide information about products and services, take or enter orders, and start or cancel accounts.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Managed several internal databases with sensitive information.
- Follow ethical codes that protect the confidentiality of information.
- Operate new office technologies as they are developed and implemented.
Education
Associate of Applied Science (AAS) - Business Administration, Programming
Bronx Community College – CUNY
New York06.2026
Skills
- Bilingual
- Conflict-resolution
- Operating systems
- Windows
- Mac OSX
- Linux
- MS Office Programs
- Data management
- Bilingual communication
- Team collaboration
- Administrative support
- Problem resolution
- Software proficiency
- English and Spanish translation
- Data entry
- Product knowledge
- Flexibility and adaptability
- Account management
- Conflict resolution
- Telephone etiquette
- Call escalation resolution
- Records review
- Payment processing
- Cross-cultural awareness
- Call center operations
- Time management
- Multitasking and organization
- Document translation
- Call center experience
- Verbal and written communication
- Fluent bilingualism
- Customer needs assessment
- Problem-solving skills
- Order processing
Certification
- Adult Mental Health First Aider, USA, 12/01/25, 12/01/28
- COVID-19 Contact Tracing, 07/01/23
References
- Leslie Offley, Director of Coordination, (646) 331-9946
- Juan Marizan, Residential Experience Manager, (646) 714-8157
- Chrisviany De la Rosa, Residential Experience Manager, (917) 432-9843
Timeline
Bilingual Customer Service Representative
Consolidated Edison of New York
12.2017 - 11.2022
Coordinator
Avondale Care Group
08.2017 - 12.2017
Resident Lifestyle Specialist
LivunLTD
08.2015 - 08.2017
Secretary
Iglesia Cristiana Promesa de Vida, Inc
03.2005 - 08.2021
Bilingual Sales & Service Representative
Verizon Communications
08.2000 - 05.2010
Associate of Applied Science (AAS) - Business Administration, Programming
Bronx Community College – CUNY