Myah Gonzalez
Bowling Green,FL
Summary
Skilled professional with background in CSR and Sales. Experience includes customer service, direct sales, negotiation and conflict resolution. Strengths lie in understanding client needs, problem-solving abilities, and building strong customer relationships. Demonstrated success in increasing customer satisfaction and driving sales growth.
Overview
11
11
years of professional experience
Work History
CSR, Sales
Progressive
Bowling Green, FL
04.2022 - 05.2024
- Greeted customers and provided prompt, courteous service.Performed administrative duties such as filing, scanning, faxing, copying documents.
- Assisted in the development and implementation of customer service policies and procedures.
- Developed strong relationships with clients by providing exceptional customer service.
- Conducted follow-up calls to ensure satisfactory resolution of customer issues.
- Maintained accurate records of customer interactions and transactions.
- Assisted with resolving complex claims or billing disputes in a timely manner.
- Responded promptly to emails and phone calls from customers seeking assistance.
- Researched relevant policy information to answer customer questions.
- Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
- Advised customers on available coverage options that best fit their individual needs.
- Facilitated payment processing for premium payments and renewals.
- Verified accuracy of customer data entered into the system.
- Provided quotes on various types of insurance policies.
- Utilized CRM software to document customer interactions, feedback, and resolutions.
- Applied basic insurance underwriting knowledge to evaluate and analyze information.
- Developed and maintained strong professional relationships with customers through exceptional service.
Store Manager
Hibbett Sporting Goods
Wauchula , FL
09.2018 - 09.2022
- Recruited, trained and managed a team of 20+ employees.
- Conducted regular inventory counts throughout the year to maintain accurate records.
- Monitored employee performance and provided feedback on a regular basis.
- Conducted regular meetings with staff members to discuss performance issues or new initiatives.
- Handled cash register transactions accurately while providing excellent customer service.
- Established weekly and monthly goals for sales staff to achieve desired results.
- Collaborated with other departments to coordinate promotional activities and events in-store.
- Created marketing plans that increased revenue by 62% within 6 months.
- Organized merchandise displays according to seasonal promotions or special events.
- Coordinated special events such as promotions or seasonal displays.
- Monitored store performance metrics, including sales, profitability and customer service ratings.
- Resolved customer complaints in a timely manner to maintain positive relationships with customers.
- Maintained awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring local competitors.
- Implemented strategies to increase customer satisfaction levels and build brand loyalty.
- Created engaging merchandise presentations to motivate impulse purchases.
- Built and maintained strong working relationships with team members.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Increased store sales by cross-selling complementary items.
- Organized new stock for floor placement.
- Coached and mentored employees by offering constructive feedback and taking interest in long-term career growth.
- Hit 1 Million Dollar in sales in the 3rd store I took over within less than 8 Months!
Correctional Officer
Hardee Correctional Institution
Bowling Green , FL
09.2013 - 09.2018
- Maintained records related to inmate movements, disciplinary actions taken against inmates, grievances filed by prisoners and other relevant data.
- Participated in regular meetings with senior management to discuss operational needs and objectives.
- Facilitated communication between inmates, family members, attorneys and other external parties.
- Assisted in training new correctional officers on proper security protocols and procedures.
- Provided guidance and counseling to inmates regarding personal issues or problems they may be facing while incarcerated.
- Addressed complaints from visitors concerning potential violations of prison policy or procedure.
- Developed strategies to reduce incidents of violence or inappropriate behavior within the facility.
- Organized recreational activities for inmates designed to improve morale within the facility.
- Collaborated with medical personnel in determining appropriate treatment plans for mentally ill inmates.
- Maintained order in building and on grounds of prison.
- Inspected conditions of locks, window bars and doors at correctional facilities to verify security and prevent escapes.
Education
High School Diploma -
Hardee Sr. High
Wauchula06-2013
Skills
- Performance Tracking
- Cross-Selling and Upselling
- Data Entry
- Consultative Sales
- Inbound and Outbound Calling
- Account updating
- Complaint resolution
- Prioritization
- Critical Thinking
- Problem-solving abilities
- Problem Resolution
- Customer Service
- De-Escalation Techniques
- Adaptive team player
- Courteous demeanor
Accomplishments
- "Most Valuable Player" Award 2019, 2020, 2021, 2022 (Commission Award gave out to Top Head Coach in the District)
- Turned around 3 stores in the district, including Hitting $1 Mil in sales for the first time in 2 of the 3 stores
- Trained All 3 Head coaches that are in the Stores now
References
References available upon request.
Timeline
CSR, Sales
Progressive
04.2022 - 05.2024
Store Manager
Hibbett Sporting Goods
09.2018 - 09.2022
Correctional Officer
Hardee Correctional Institution
09.2013 - 09.2018
High School Diploma -
Hardee Sr. High