Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Timeline
Generic

Monica Gonzalez

Miami,FL

Summary

Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Data enter and picker/packer Warehouse Associate

Khuene Nagel
Miami, Florida
02.2025 - 09.2025
  • Sorted and organized products for efficient picking and packing processes.
  • Picked orders according to customer specifications, utilizing order sheets, pick lists, and item numbers.
  • Performance data entry tasks and maintained accurate inventory records.
  • Picked and packed orders according to company standards, ensuring quality and timeliness
  • Assisted with warehouse organization and inventory management.
  • Collaborated with team members to improve workflow and efficiency.
  • Prepared shipments by accurately packing items according to company standards.
  • Assisted in inventory management by tracking incoming and outgoing products.

Customer Service Agent

Cold Stone Creamery
Miami, Florida
06.2024 - 01.2025
  • Assisted customers with inquiries via phone and email communication.
  • Resolved customer complaints by identifying issues and providing solutions.
  • Collaborated with team members to improve service delivery processes.
  • Educated customers on product features and benefits during service calls.
  • Followed up with customers to ensure satisfaction with services provided.
  • Resolved customer complaints quickly and efficiently.
  • Maintained a high level of customer satisfaction by providing accurate and helpful responses.
  • Answered incoming calls promptly and professionally within company standards.

Specialist in Cultural Activity Analysis

Fundation Fernando Ortiz
Havana, Cuba
09.2022 - 12.2022
  • Coordinated schedules for guest speakers and facilitators during events.
  • Conducted surveys to gather feedback on program effectiveness and participant satisfaction.
  • Coordinated with other departments to ensure efficient workflow processes.
  • Provided technical support for customers in resolving complex issues.
  • Assisted in developing strategies to increase customer satisfaction levels.
  • Researched and analyzed customer feedback to identify areas of improvement.
  • Developed and implemented specialized procedures for customer service operations.
  • Reviewed documents for accuracy prior to submission or publication.

Administrative Assistant

Medical Sciences Publishing House
Havana, Cuba
09.2015 - 12.2022
  • Coordinated meetings, including scheduling and preparing necessary materials.
  • Processed incoming and outgoing correspondence efficiently and accurately.
  • Handled customer inquiries with professionalism and provided appropriate information.
  • Answered phone calls and emails to provide information, resulting in effective business correspondence.
  • Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
  • Answered questions from customers regarding products and services offered by the company.
  • Scheduled appointments between clients and customers and internal staff members.
  • Entered data into spreadsheets using Microsoft Excel or other similar programs.

Education

Master of Arts - Applied Linguistics

Havana University
Havana, Cuba
07-2015

Skills

  • Order picking
  • Inventory management
  • Data entry
  • Quality control
  • Packing standards
  • Customer relationship management
  • Problem solving
  • Effective communication
  • Team collaboration
  • Proficient in Microsoft Office, including Excel and Word
  • Warehouse safety
  • Shipping and receiving
  • Strong organizational skills
  • Fast learner
  • Experience in quality control and documentation processes

Accomplishments

  • Diploma for 1st Place in Scientific Day, Faculty of Arts and Letters, Havana University (2014–2015)
  • Diploma in Humanism and Society, Fray Bartolomé de las Casas Center, Havana (2017–2018)

Languages

Spanish
Native/ Bilingual
English
Professional

Certification

  • General English Language Course, Abram Lincoln Language School, Havana, Cuba (2008–2010)
  • Advanced English III, University Program, Havana University (2010–2012)
  • General High School Curriculum. High School Diploma, Havana University (2015)
  • SciELO Certification in Editorial Management, ECIMED (2017)
  • Posgraduate Course in Organizational Culture, San Gerónimo College, Havana (2017)
  • School of Continuing Education and Professional Development, Miami Dade College, Miami, Florida (2023-2024)

Timeline

Data enter and picker/packer Warehouse Associate

Khuene Nagel
02.2025 - 09.2025

Customer Service Agent

Cold Stone Creamery
06.2024 - 01.2025

Specialist in Cultural Activity Analysis

Fundation Fernando Ortiz
09.2022 - 12.2022

Administrative Assistant

Medical Sciences Publishing House
09.2015 - 12.2022

Master of Arts - Applied Linguistics

Havana University

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