Natalie Gonzales
Austin,TX
Summary
Dynamic and detail-oriented professional with 9 years of experience in customer service, data entry, and supervisory roles. Proven ability to lead teams, manage complex tasks, and maintain high levels of accuracy and efficiency. Licensed in real estate, combining strong communication skills with a deep understanding of client needs to drive results and exceed expectations. Seeking to leverage diverse skill set and expertise in a new and challenging environment.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Compensation Data Specialist
Kestra Financial
2023.05 - Current
- Maintain a book of companies and process all payments to financial advisors
- Comply with all regulatory rules, written desktop procedures and company policies
- Efficiently and correctly code compensation payments for entry
- Efficiently and correctly enter or upload compensation payments into the compensation system
- Email companies for compensation statements
- Input large statements on excel for uploading purposes
- Train new hires on SOP's
Patient Experience Specialist
Sono Bello Body Contour Center
2021.06 - 2023.05
- Customer Service/Administration/Billing
- Check patients in and make sure schedule reflects appointment status
- Set Appointments, Pre Opps, Post Opps, Surgery
- Check patients out and schedule next appointment
- Maintain accountability for the schedule book
- Conduct confirmation calls for appointments
- Pull next day's patient charts and organize per scheduled appointment time
- Prepare new patient charts
- Maintain inventory of all front office supplies
- Check emails process, adjust surgeries accordingly, order garments needed for Post Surgery's
- Organize and maintain file system
- Keep Font Desk and Lobby area clean
- Process payments
- Print daily close out reports on scheduling system and review for accuracy
- Bill Accordingly
- Fill deposit slips for all received cash and checks.
Call Center Supervisor
TXTAG
2020.10 - 2021.06
- Assist in the formulation of targets for individuals and teams
- Hire and onboard new employees
- Prepare monthly/annual results and performance reports
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as call abandonment, calls waiting etc
- Keep management informed on issues and problems
- Ensure adherence to policies for attendance, established procedures
- Scheduled Coaching's to improve agents production
- Managed 25 agents.
Commercial Collector Supervisor/Commercial Collector
CTRMA
2017.07 - 2020.07
- Assist in the formulation of targets for individuals and teams
- Hire and onboard new employees
- Prepare monthly/annual results and performance reports
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as call abandonment, calls waiting etc
- Keep management informed on issues and problems
- Ensure adherence to policies for attendance, established procedures etc
- Managed 20 agents
- Use Salesforce to collect balances, convert balances to Excel to reduce and provide companies with outstanding balances via PDF
- Build Rapport with Companies
- Send statements via email/mail
- Correspond with Companies via email/phone.
Customer Service Representative
Advanced Call Center Technologies, LLC
2014.02 - 2016.08
- Receive inbound calls
- Assist customers with balances and card activations due to fraud accounts
- Assist customers with other inquiries.
Education
Certificate - Real Estate
Champion School of Real Estate
Austin, TX06.2024
GED - undefined
Gulf Coast Trades Center
Harlingen, TX05.2013
Skills
- Salesforce
- Account Management
- Phlebotomy (1 year)
- EKG (1 year)
- Microsoft Excel (2 years)
- Customer service (5 years)
- Microsoft Word (5 years)
- Data entry (4 years)
- Data collection (4 years)
- Clerical experience (2 years)
- CRM Software
- Cold Calling
- Employee Orientation
- Sales (2 years)
- SAP
- Negotiation
- Windows
- Adobe Acrobat
- Teaching
- Databases
- Documentation review
- Communication skills
- Computer literacy
- Computer skills
- CRM software
- Document management
- Customer service
- Account management
- IVR
- Cold calling
- Recruiting
- Sales
- Data collection
- Medical terminology
- Data management
- Typing
- Clerical experience
- Workday
- Contracts
Certification
- Real Estate License, 06/01/24-06/01/26
Timeline
Compensation Data Specialist
Kestra Financial
2023.05 - Current
Patient Experience Specialist
Sono Bello Body Contour Center
2021.06 - 2023.05
Call Center Supervisor
TXTAG
2020.10 - 2021.06
Commercial Collector Supervisor/Commercial Collector
CTRMA
2017.07 - 2020.07
Customer Service Representative
Advanced Call Center Technologies, LLC
2014.02 - 2016.08
Certificate - Real Estate
Champion School of Real Estate
GED - undefined
Gulf Coast Trades Center
- Real Estate License, 06/01/24-06/01/26
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