Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Nancy Gonzalez

Austin ,TX

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the Optical industry. Solid team player with outgoing, positive demeanor. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships and cultivating partnerships.

Overview

18
18
years of professional experience

Work History

Customer Service Representative Interaction Agent

FramesDirect.com
06.2013 - Current
  • Increased sales by effectively communicating the benefits of various lens coatings, materials, and frames to customers.
  • Improved customer satisfaction by providing personalized eyewear recommendations based on individual needs and preferences.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.


Third Key Sales Associate

Visionworks
08.2011 - 05.2013
  • Boosted customer satisfaction by providing exceptional service and product knowledge.
  • Enhanced store sales by effectively upselling and cross-selling products to customers.
  • Collaborated with optometrists to deliver comprehensive eye care services for patients, improving overall patient experience.
  • Maintained a clean, organized workspace to facilitate efficient daily operations and create a welcoming environment for patients.
  • Enhanced claim accuracy by meticulously reviewing and verifying patient insurance information.
  • Trained new team members on dispensing procedures, enhancing staff knowledge and performance across the board.

Pharmacy Technician

Walgreens
01.2006 - 01.2008
  • Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
  • Streamlined prescription processing with accurate data entry and verification of patient information.
  • Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
  • Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
  • Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
  • Contributed to the reduction of prescription wait times by promptly addressing refill requests and insurance authorizations.
  • Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.

Education

CPhT -

Pharmacy Technician Program
Austin Tx

Skills

  • Call Center Operations
  • Customer Service
  • Complaint Resolution
  • Call Control
  • Fluent in Spanish

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Representative Interaction Agent

FramesDirect.com
06.2013 - Current

Third Key Sales Associate

Visionworks
08.2011 - 05.2013

Pharmacy Technician

Walgreens
01.2006 - 01.2008

CPhT -

Pharmacy Technician Program

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Nancy Gonzalez