Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Molly Gonzalez

Sterling,VA

Summary

Operations professional with hands-on experience in coordinating and optimizing workflows. Strong focus on team collaboration and ensuring smooth operations. Skilled in logistics, project management, and problem-solving. Reliable and adaptable, ready to meet changing demands and deliver consistent results.

Overview

7
7
years of professional experience

Work History

Operations Coordinator

SOSi
08.2024 - Current
  • Procures language interpreter services from qualified interpreters to fulfill the customer’s operational requirements as stated in work orders and task orders supporting the prime contract
  • Completes all activities within the Order-to-Fulfill business process, including work order solicitation, receipt of offers, contractor consideration and selection, and work order award
  • Utilizes multiple program databases as part of the O2F process; updates information pursuant to work order rates, terms and conditions
  • Monitors operational requirements throughout the day ensuring any work order cancellation, modification, and/or addition are captured and acted upon accordingly
  • Conducts profit-loss analysis/cost-benefit analysis for each work order requirement and procured contractor’s language interpreter services; procures services at best value
  • Coordinates interpreter travel and lodging within established guidelines as required
  • Ensures the procurement activity for the work order is completed in accordance with the company procurement manual, contractual requirements, court operating guidelines, and U.S. federal acquisition regulations
  • Communicates with multiple internal (program, corporate) and external (customer, interpreters) stakeholders to identify requirements and allocate appropriate resources
  • Plans, organizes, prioritizes, and coordinates multiple work activities to meet critical deadlines
  • Uses initiative and judgment within established guidelines to ensure work orders are fulfilled at best value
  • Performs other duties as assigned by the Operations Supervisor and/or Operations Manager

CSR - Customer Service Representative

Riverbend Landscapes & Tree Service
05.2022 - 08.2024
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
  • Collaborated with management to develop strategies for enhancing overall customer experience.
  • Streamlined communication between departments, ensuring timely resolution of customer concerns.
  • Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
  • Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
  • Served as a liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

Patient Access Associate

Inova Health Systems
04.2020 - 05.2022
  • Reduced errors in patient registration by meticulously collecting and inputting data into electronic health records.
  • Promoted a positive work environment through effective collaboration with colleagues, fostering teamwork and mutual respect among staff members.
  • Streamlined patient intake procedures for enhanced efficiency and reduced wait times.
  • Provided exceptional customer service to patients, addressing concerns and answering questions regarding the admissions process.
  • Improved patient satisfaction by efficiently registering and verifying insurance information, leading to a streamlined admission process.
  • Ensured seamless coordination of patient appointments, admissions, and discharges through effective communication with various departments and medical professionals.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Verified patient insurance eligibility and entered patient information into system.
  • Greeted and assisted patients with check-in procedures.
  • Provided excellent customer service to patients and medical staff.

Customer Service Specialist

Matrix Aviation Services
04.2019 - 12.2020
  • Implemented company policies consistently, promoting a fair and transparent approach to ticket pricing and availability management.
  • Handled baggage check-in efficiently, reducing wait times for passengers at the airport counter.
  • Verified passenger documentation to ensure compliance with international travel requirements.
  • Coordinated closely with other airline departments to resolve ticketing issues promptly and accurately.
  • Supported colleagues in handling complex transactions or escalated customer concerns effectively.
  • Streamlined check-in process for faster boarding and improved passenger experience.
  • Resolved customer complaints professionally and empathetically to retain loyalty.
  • Ensured data privacy by adhering to strict security protocols while accessing sensitive passenger information.
  • Provided passengers with up-to-date flight information, managing expectations during delays or cancellations.
  • Sold, printed, and issued tickets to guests.
  • Reviewed tickets, identification, and passports to verify traveler identity.
  • Checked baggage at gate and loaded onto ramp.

Office Manager

Hemax Construction and Landscaping
01.2018 - 04.2019
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Oversaw successful completion of multiple projects simultaneously, prioritizing tasks based on urgency and importance.
  • Communicated daily with vendors to keep project fully operational.
  • Collaborated closely with clients to ensure project objectives were met, maintaining transparent communication throughout the process.
  • Implemented safety protocols for reduced workplace injuries, conducting regular site inspections and safety meetings.
  • Kept sites compliant with OSHA, state, and local regulations to prevent unnecessary risks.
  • Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
  • Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
  • Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
  • Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
  • Oversaw office budget, ensuring all expenditures were within allocated funds and identifying cost-saving opportunities.

Education

High School Diploma -

Parkview High School
Sterling, VA
06.2017

Skills

  • Scheduling Management
  • Customer Invoicing
  • Proofreading skills
  • Verbal and written communication
  • Supply Ordering
  • Training Management
  • Payroll Administration
  • Management
  • Customer Relationship Management
  • Fluent in Spanish
  • Strong vocabulary skills
  • Legal Document Translation
  • Fast Typing Speed

Languages

Spanish
Native or Bilingual

Timeline

Operations Coordinator

SOSi
08.2024 - Current

CSR - Customer Service Representative

Riverbend Landscapes & Tree Service
05.2022 - 08.2024

Patient Access Associate

Inova Health Systems
04.2020 - 05.2022

Customer Service Specialist

Matrix Aviation Services
04.2019 - 12.2020

Office Manager

Hemax Construction and Landscaping
01.2018 - 04.2019

High School Diploma -

Parkview High School

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Molly Gonzalez