Christy Gonzales
Houston,TX
Summary
Proven leader in customer service, adept at problem-solving and active listening, elevated customer loyalty at Sagility Health by expertly managing high-stress situations. Promoted to Assistant Store Manager within three months at Wildcat/Shell, showcasing unparalleled money handling and team management skills. Achievements reflect a commitment to excellence and a deep understanding of medical terminology and call center operations.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Sagility Health(formerly HGS Healthcare)
10.2021 - 02.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Responded to customer requests for products, services, and company information.
- Interacted with customers to provide basic or scripted information in response to routine inquiries about their insurance and services.
- Handled and resolved general complaints and help with claims.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Helped customer with their prescription needs.
Customer Service Representative
Alorica
01.2021 - 07.2021
- Supported customers with product implementation and usage and answered questions quickly and thoroughly.
- Answered 15+ inbound calls per day and directed to individuals or departments.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Documented customer inquiries and feedback, including service delivery suggestions in company database.
- Accurately documented calls and caller information in Oracle software and made updates to data as needed.
- Maintained strong call control and quickly worked through scripts to address problems.
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
- Assessed customer account information to determine current issues and potential solutions.
- Used electronic documentation, reference tools and automated training to drive customer service ratings.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Retail Keyholder/Cashier
Dollar General
04.2017 - 10.2018
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences, Accepted and processed customer returns.
- Received and counted money and trained, mentored new employees.
- Maintained store in clean and neat manner.
- Operated cash register.
- Signed for incoming shipments in manager's absence.
ER Registration Representative/Team Leader
HCA Parallon (Various Times)
12.2008 - 01.2017
- Verified demographics and insurance information to register patients in computer system.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Admitted ER patients into the hospital.
- Registered patients for clinical and outpatient procedures.
- Applied HIPAA privacy and security regulations while handling patient information.
- Assembled registration paperwork and placed identification bands on patient.
- Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
- Helped patients obtain health care services by setting up referrals.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Assistant Store Manager
Wildcat/Shell Gas Station
08.2015 - 12.2015
- Promoted from Cashier to Assistant Manager within 3-month period.
- Performed customer-service duties.
- Delegated daily tasks to team members to optimize group productivity.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Stocked shelves and supplies, monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
Education
Certificate - ITSA
MyComputerCareer.com
Houston, TX06.2021
Certificate - Medical Assistant
Texas School of Business
Houston06.2008
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Medical terminology knowledge
- Call center experience
- Key holder experience
- Money handling abilities
- Payment Processing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeWork Location
RemoteOn-SiteImportant To Me
Flexible work hoursWork from home optionTimeline
Customer Service Representative
Sagility Health(formerly HGS Healthcare)
10.2021 - 02.2023
Customer Service Representative
Alorica
01.2021 - 07.2021
Retail Keyholder/Cashier
Dollar General
04.2017 - 10.2018
Assistant Store Manager
Wildcat/Shell Gas Station
08.2015 - 12.2015
ER Registration Representative/Team Leader
HCA Parallon (Various Times)
12.2008 - 01.2017
Certificate - ITSA
MyComputerCareer.com
Certificate - Medical Assistant
Texas School of Business
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