Paola Gonzalez
Union City
Summary
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
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.
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
8
8
years of professional experience
Work History
Customer Service Manager
Five Below
03.2022 - 05.2025
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Pioneered mentorship program to expedite onboarding process for new hires.
- Tailored training content to meet specific needs of customer service representatives.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Improved team morale by establishing recognition program for exceptional customer service.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Collaborated with IT department to streamline customer data management.
- Established team priorities, maintained schedules and monitored performance.
Cashier/ Front Line Self Check Out
BJ's Wholesale
10.2020 - 05.2021
- Helped customers complete purchases, locate items, and join reward programs.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer loyalty by participating in rewards program enrollment.
- Improved efficiency, organized checkout area for optimal workflow.
- Increased sales of promotional items by informing customers about current offers.
- Handled cash with high accuracy and took care to check bills for fraud.
- Worked with floor team and managers to meet wide range of customer needs.
- Restocked and organized merchandise in front lanes.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register to record transactions accurately and efficiently.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Cashier
Burger King
07.2017 - 08.2019
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
- Maintained a well-organized work area by consistently cleaning surfaces and organizing supplies.
- Followed proper handling and sanitation procedures to comply with food safety standards and protocols.
- Labeled and stored all food items correctly and checked expiration dates routinely.
- Improved team efficiency by organizing workstations and prep areas before peak hours.
- Maintained composure and work quality while under stress.
Cashier/ Sushi Maker
Asian Grill and Sushi
01.2018 - 03.2018
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Operated cash register to record transactions accurately and efficiently.
- Collaborated with kitchen staff to streamline sushi preparation processes for improved efficiency.
- Reduced customer wait times by efficiently managing sushi orders during busy periods and ensuring prompt delivery to tables.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
High School Diploma -
Union City High School
Union City, NJ06-2019
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relationship management (CRM)
- Relationship building
- Issue resolution
- Positive and constructive feedback
- Work prioritization
Languages
Spanish
Full Professional
English
Professional Working
Timeline
Customer Service Manager
Five Below
03.2022 - 05.2025
Cashier/ Front Line Self Check Out
BJ's Wholesale
10.2020 - 05.2021
Cashier/ Sushi Maker
Asian Grill and Sushi
01.2018 - 03.2018
Cashier
Burger King
07.2017 - 08.2019
High School Diploma -
Union City High School
Similar Profiles
Connor ManleyConnor Manley
Seasonal Sales Associate at Five BelowSeasonal Sales Associate at Five Below
Haley MorseHaley Morse
Sales Associate at Five BelowSales Associate at Five Below
Jayden LathanJayden Lathan
Retail Associate at Five BelowRetail Associate at Five Below
Kayci RicheyKayci Richey
Sales Associate at Five BelowSales Associate at Five Below
Donovan WeaverDonovan Weaver
Volunteer at Macedonia Baptist ChurchVolunteer at Macedonia Baptist Church