Ofelia Gonzalez
Mission,TX
Summary
Resourceful and client-focused Customer Service Manager with over 13 years of experience leading teams in exceeding sales goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of sales cycle while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
9
9
years of professional experience
Work History
Customer Service Manager
OAG Services LLC
07.2017 - Current
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted customers in making payments on accounts and setting up payment plans.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Reviewed customer account information to determine current issues and potential solutions.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Relayed productive customer feedback to marketing teams.
- Led team engaged in delivering assistance to customer service department on daily basis.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Accounting Assistant
Municipal Trucks and Equipoment
03.2017 - 12.2020
- Managed daily bookkeeping functions with attention to accounts receivable, accounts payable, banking reconciliation and disbursements.
- Reconciled company credit cards, expense accounts and other expenses and financial records.
- Balanced reports and batch summaries to submit for approval.
- Calculated and determined accurate monthly revenues by reconciling and reviewing operations databases and accounting system records.
CNA
DHR
03.2015 - 05.2020
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Education
Associate of Arts -
University of Phoenix
Tempe, AZ05.2023
Skills
- Exceptional Interpersonal Communication
- Contact Management Systems
- Conflict Resolution Techniques
- Product Knowledge
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Manager
OAG Services LLC
07.2017 - Current
Accounting Assistant
Municipal Trucks and Equipoment
03.2017 - 12.2020
CNA
DHR
03.2015 - 05.2020
Associate of Arts -
University of Phoenix
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