Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Nicole Gonzalez

Apopka,FL

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

15
15
years of professional experience

Work History

Sales Associate

Nike Factory Store
06.2021 - Current
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining high level of product knowledge.
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Assisted in development and implementation of marketing initiatives to promote store events and special promotions.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Used in-store system to locate inventory and place special orders for customers.
  • Monitored customers for signs of security concerns and escalated issues to management.
  • Provided exceptional services and pleasant shopping experiences to retail customers.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Engaged in friendly conversation with customer to better uncover individual needs.

Private Label Customer Service Manager

Xymogen
11.2011 - Current
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Took ownership of customer issues and followed problems through to resolution.
  • Negotiated contracts with outside carriers to minimize costs to company and customers.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Championed technology adoption among team members, integrating tools that aided in delivering faster results for customers without sacrificing quality.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Created and reviewed invoices to confirm accuracy.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
  • Established team priorities, maintained schedules and monitored performance.
  • Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Applied effective time management techniques to meet tight deadlines.
  • Self-motivated, with a strong sense of personal responsibility.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Excellent communication skills, both verbal and written.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Worked effectively in fast-paced environments.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Skilled at working independently and collaboratively in a team environment.
  • Passionate about learning and committed to continual improvement.
  • Acted as a team leader in group projects, delegating tasks and providing feedback.
  • Identified issues, analyzed information and provided solutions to problems.
  • Organized and detail-oriented with a strong work ethic.

Escalation & Retention Specialist

DS Waters Of America
01.2009 - 09.2011
  • Analyzed customer data to identify trends, providing valuable insights for retention initiatives.
  • Supported agents in improving service standards for optimized customer satisfaction.
  • Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
  • Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
  • Negotiated contract renewals, securing continued business partnerships with satisfied clients.
  • Boosted revenue through upselling and cross-selling opportunities during customer interactions.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Resolved problems, improved operations and provided exceptional service.
  • Worked well in a team setting, providing support and guidance.

Education

No Degree - Nursing Practice

Valencia College
Orlando, FL
05.2027

High School Diploma -

Miami Sunset Senior High School
Miami, FL
05.2001

Skills

  • Negotiation and Conflict Resolution
  • Training and mentoring
  • Managing Operations and Efficiency
  • Professional and Courteous
  • Computer Skills
  • Time Management
  • Positive and Constructive Feedback
  • Call Center Management
  • Problem-Solving
  • Meticulous attention to detail

Languages

English
Native or Bilingual
Spanish
Limited Working

Timeline

Sales Associate

Nike Factory Store
06.2021 - Current

Private Label Customer Service Manager

Xymogen
11.2011 - Current

Escalation & Retention Specialist

DS Waters Of America
01.2009 - 09.2011

No Degree - Nursing Practice

Valencia College

High School Diploma -

Miami Sunset Senior High School

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Nicole Gonzalez