NIKEA GONZALES
Corona
Summary
Accomplished Customer Experience Leader and Operations Professional with 10+ years of experience managing customer service operations, leading high-performing teams, and driving process improvements in fast-paced environments. Experienced in overseeing large-scale customer care teams, resolving complex escalations, improving quality standards, and developing employees through coaching and mentorship. Recognized for successfully supporting organizational growth, system transitions, and operational changes while maintaining exceptional customer satisfaction and performance results.
Overview
12
12
years of professional experience
Work History
Customer Care Team Lead
3 Day Blinds
Corona
08.2022 - Current
- Lead and mentor a team of 30-40 Customer Care Associates, overseeing daily performance, employee development, engagement, and operational success.
- Monitor real-time contact center activity, including queue performance, staffing levels, and associate availability to maintain service level expectations.
- Analyze workload demands and adjust staffing coverage by managing schedules, lunches, breaks, call-outs, and changing business priorities.
- Track attendance, schedule adherence, and performance expectations while ensuring consistent policy compliance.
- Provide daily operational support and coaching through Salesforce, team communication channels, and structured one-on-one development sessions.
- Managed complex customer escalations regarding product concerns, installation challenges, warranty matters, and service recovery solutions, ensuring customer relationships were preserved.
- Partnered with leadership teams to identify process gaps and improve workflows, implementing operational improvements that enhanced overall team efficiency.
- Supported organizational transition after Smith & Noble acquisition by maintaining team stability and clear communication to uphold performance standards.
- Facilitated transition during Smith & Noble acquisition to ensure seamless integration.
- De-escalate volatile customer grievances through active listening, empathy, and decisive problem-solving.
Quality Assurance Expert
Smith & Noble
Corona
11.2018 - 08.2022
- Managed quality assurance initiatives to improve customer service accuracy, compliance, and overall customer experience.
- Reviewed customer interactions and provided coaching feedback to improve communication, troubleshooting skills, and resolution effectiveness.
- Managed complex customer concerns involving custom products, remakes, parts ordering, and technical troubleshooting.
- Collaborated with manufacturing, installation, and operational teams to resolve customer-impacting issues.
- Utilized EPIC and internal product systems to research solutions and provide accurate customer support.
- Maintained strong productivity, accuracy, and resolution metrics while supporting department goals.
- Served as a customer advocate by balancing business policies with effective service recovery solutions.
Assistant Manager
Starlight Cinemas
Corona
12.2017 - 10.2018
- Supported daily theater operations by managing guest services, employee performance, and operational procedures.
- Assisted General Manager with team leadership, scheduling, training, and shift execution.
- Managed financial responsibilities including cash handling, audits, deposits, and reporting.
- Conducted team meetings, operational inspections, inventory reviews, and customer issue resolution.
- Ensured compliance with company standards, safety procedures, and customer service expectations.
Department Manager
The Old Spaghetti Factory
05.2017 - 11.2017
- Managed department operations including scheduling, employee training, workflow coordination, and customer service standards.
- Oversaw nightly cash handling procedures and operational reporting.
- Completed management certification training and supported company policy implementation.
- Developed employees through coaching, feedback, and performance support.
General Manager / Assistant Manager / Team Member
Pieology Pizzeria
04.2014 - 05.2017
- Progressed through multiple leadership roles due to strong operational performance and leadership ability.
- Managed one of the highest-performing locations within the franchise.
- Oversaw labor management, inventory control, food costs, scheduling, payroll, and daily operations.
- Led community marketing initiatives, school fundraising programs, and customer engagement efforts.
- Developed and retained employees through ongoing coaching, training, and team development.
- Maintained ServSafe compliance and operational safety standards.
Education
High School Diploma -
Lumberton Sr High
Lumberton, NC06-2007
Skills
- Leadership & Team Development
- Team Leadership & Employee Development
- Coaching
- Mentoring
- Performance Management
- Training Program Development
- Facilitation
- Employee Engagement
- Retention
- Customer Experience
- Operations
- Escalation Management
- Resolution Strategy
- Customer Retention
- Relationship Management
- Quality Assurance
- Compliance
- Process Improvement
- Workflow Optimization
- High-Volume Contact Center Operations
- Workforce Management
- Schedule Optimization
- Performance Reporting
- KPI Tracking
- Salesforce
- EPIC Customer Management System
- Product Resource Center
- Microsoft Office Suite
- 65 WPM Typing Speed
Professional References
Available upon request
Awards
- Customer Care Champion Award, 2022, Recognized for outstanding customer advocacy, performance, and commitment to service excellence.
- President's Circle Award, 2020-2023, Recognized by executive leadership for maintaining exceptional accuracy, consistency, and operational performance.
Education And Certifications
- ServSafe Certified
- Management & Leadership Training Certificate
Core Competencies
Team Leadership & Employee Development, Coaching, Mentoring & Performance Management, Training Program Development & Facilitation, Employee Engagement & Retention, Escalation Management & Resolution Strategy, Customer Retention & Relationship Management, Quality Assurance & Compliance, Process Improvement & Workflow Optimization, High-Volume Contact Center Operations, Workforce Management & Schedule Optimization, Performance Reporting & KPI Tracking, Salesforce, EPIC Customer Management System, Product Resource Center, Microsoft Office Suite, 65 WPM Typing Speed
Timeline
Customer Care Team Lead
3 Day Blinds
08.2022 - Current
Quality Assurance Expert
Smith & Noble
11.2018 - 08.2022
Assistant Manager
Starlight Cinemas
12.2017 - 10.2018
Department Manager
The Old Spaghetti Factory
05.2017 - 11.2017
General Manager / Assistant Manager / Team Member
Pieology Pizzeria
04.2014 - 05.2017
High School Diploma -
Lumberton Sr High