Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Monica Gonzalez

Miami

Summary

Having a dynamic experience in different job settings, has given me experience with developing tailored curriculum plans and communication strategies. Track record of applying active listening and empathy to foster trust and effective communication.

Overview

8
8
years of professional experience
1
1
Certification

Work History

AmeriCorp Member

Branches Inc.
09.2023 - Current
  • Enhanced critical thinking skills with project-based learning opportunities.
  • Established strong relationships with families to support student success.
  • Monitored student progress to adapt instruction and address individual challenges.
  • Organized extracurricular activities such as clubs or field trips that enriched students' learning experiences outside traditional classroom settings.

Specialist

Apple
03.2020 - 04.2022
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Monitored customer satisfaction by conducting surveys and gathering feedback post-interaction.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.

Expert Specialist

Enjoy Inc.
08.2018 - 10.2019
  • Built strong relationships with clients, fostering trust and increasing repeat business.
  • Enhanced customer satisfaction by providing consistent and knowledgeable support for retail products and services.
  • Assisted in driving sales growth through upselling treatments, packages, and retail products to clients.
  • Developed strong relationships with retail partners, working together to increase overall sales performance across all locations.

Specialist

Apple
08.2016 - 10.2018
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Enhanced customer satisfaction with timely and accurate issue resolution.
  • Restructured customer service process, ensuring quicker response times.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Evaluated customer needs and feedback to drive product and service improvements.

Education

Bachelor of Arts - Interdisciplinary Studies, Psychology Minor

Florida International University
Miami, FL
05-2025

Associate of Arts - English Literature

Miami Dade College
Miami, FL
03-2016

Skills

  • Conflict resolution
  • Behavior management
  • Positive role model and mentor
  • Growth mindset
  • Public speaking
  • Active listening
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency

Certification

  • Managing Challenging Behaviors (K-5) [CypherWorx, Oct 2024].
  • Student Success Mentor [Mentor Collective, Jun 2024].

Languages

Spanish
Native or Bilingual

Timeline

AmeriCorp Member

Branches Inc.
09.2023 - Current

Specialist

Apple
03.2020 - 04.2022

Expert Specialist

Enjoy Inc.
08.2018 - 10.2019

Specialist

Apple
08.2016 - 10.2018

Bachelor of Arts - Interdisciplinary Studies, Psychology Minor

Florida International University

Associate of Arts - English Literature

Miami Dade College

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Monica Gonzalez