MONICA GONZALES
Woodland Hills,CA
Summary
Results-focused onboarding professional with proven track record in guiding clients through onboarding journeys, ensuring smooth product adoption, and accelerating time-to-value. Known for collaborative approach and ability to adapt to changing needs, ensuring smooth transitions for new accounts. Highly capable of collaborating cross-functionally to ensure seamless handoffs and consistent customer satisfaction. Passionate about creating clear, supportive, and engaging onboarding experiences that set clients up for long-term value.
Overview
11
11
years of professional experience
Work History
Onboarding Specialist II
Boulevard
10.2022 - Current
- Serve as the main point of contact during onboarding, delivering premium-level customer service through email, text, phone, and video conference
- Understand and anticipate the customer’s business needs and configure their account settings
- Ensure customer’s data is successfully ingested
- Identify and proactively mitigate any customer cancellation/churn risks
- Collaborate regularly with Sales, Product, Engineering, Finance, and other Customer Experience teams to ensure continuous improvement and ongoing customer satisfaction
- Assist in training new hire Onboarding Specialists as they ramp and take on their first accounts
- Managed multiple onboarding projects end to end simultaneously, ensuring timely completion while maintaining high-quality standards.
Spa Manager
Hand & Stone Massage and Facial Spa
01.2014 - 01.2021
- Responsible for daily operations of the facility and manage all scheduling for front desk staff, massage therapists, and estheticians
- Oversee appointment scheduling, membership and retail sales
- Ensure a high degree of customer satisfaction, address customer dissatisfaction, resolve service complaints
- Ensure compliance with all Hand & Stone policies and procedures in addition to the local, state, and federal laws and regulations
- Hire, train, supervise, develop, mentor all team members according to Hand & Stone policies and procedures
- Focusing on daily, monthly and quarterly KPIs (key performance indicators) to exceed financial goals
- Handle administrative tasks including but not limited to payroll, scheduling, inventory, and reporting, employee verification
- Perform data analysis that drives business decisions and success
- Create marketing strategies aimed at maximizing revenue and profits
- Monitoring inventory control and ensuring a culture of honesty and high integrity
- Conduct employee evaluations including monthly performance reviews, annual compensation reviews
- Conduct quarterly all staff meetings and segmented team meetings
Education
B.A - Communication Studies
California State University
01.2016
Skills
- Time management
- Problem solving
- Communication
- Product implementation
- Data Migration support
- Detail oriented
- CRM & CS Tools ( Salesforce)
- Project management (JIRA, GuideCX)
- Cross-functional coordination
- Strategic planning
- Change management
Timeline
Onboarding Specialist II
Boulevard
10.2022 - Current
Spa Manager
Hand & Stone Massage and Facial Spa
01.2014 - 01.2021
B.A - Communication Studies
California State University
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