Paola Gonzalez Perez
Dallas
Summary
An experienced representative with over 4 years on customer support, sales, event coordination, banking and administrative assistance of profit and non-profit organizations.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
C&b Electric & Security
09.2023 - 03.2024
- Assisted customers with inquiries and resolved issues efficiently.
- Processed orders and managed account updates in CRM system.
- Provided product information to enhance customer understanding and satisfaction.
- Documented customer interactions to ensure accurate record-keeping.
- Handled escalated issues, ensuring timely resolutions and follow-ups.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Built orders for builders and handled new PO's
Pawn Broker / Third Key
First Cash Pawn
01.2019 - 02.2021
- In charge of responding to internal and external requests for billing records release of information for credit reporting.
- Presentation of clear and concise explanations of governing rules and regulations.
- Maintained files and record control.
- Gathered and prepared documentation and correspondence such as debt collection and billing verification.
- Reviewed sensitive financial information for completeness and accuracy.
- Managed computer terminals for retrieval and storing information.
- Trained other staff members to perform work activities.
- Greeted and assisted customers and responded to customer’s inquiries and complaints.
- Monitored sales activities to ensure customers receive satisfactory service and quality goods.
- Formulated pricing policies for merchandise, ensuring proper profitability requirements.
- Performed daily activities such as cleaning and organizing shelves and displays.
- Executed cash receivables from customer’s payments, financial reconciliation, and bank deposits.
- Met with applicants to obtain information for loan applications and to answer questions about processes.
- Took active action to handle and resolve complaints.
- Assisted Spanish-speaking customers, increasing loyalty by 100%.
Contact Center Agent/ Trainer
Resource One Credit Union
01.2022 - 01.2023
- In charge of taking calls, financial assistance.
- Presentation of clear explanations of credit union regulations
- Gathered and prepared documentation and correspondence such as billing, statements, and checks.
- Reviewed sensitive financial information for accuracy
- Responded to members inquiries and complaints
- Took active action to handle and resolve complaints
- Assisted spanish speaking members increasing loyalty
- Trained new spanish and english speaking associates
- Assisted managers and supervisors with managing members and other associates
Insurance Agent & Dispatcher
Tropical Insurance
01.2018 - 01.2019
- Provided administrative support by answering the phones, scanning, and copying information as needed.
- Assured accuracy of documentation for approval.
- Implemented and adhered to customer’s confidentiality while adhering to policy guidelines
- Sold a variety of insurance products to businesses, and individuals, achieving a 90% success rate in selling coverage and extra coverage.
- In charge of orienting and explaining features of policies.
- Customized insurance programs to suit individual customers.
- Sent reminders of premium payments and notified customers of any rate changes.
- Sold auto, trucking, homeowner’s and personals to new customers and upgraded policies for established customers.
- Performing administrative duties such as attending calls, data entry, and maintaining, updating, recording customer’s records.
- Dispatched 5 trucks as necessary for appropriate response to customer’s needs.
- Determine the most appropriate traffic routes for truckers.
- Managed and coordinated trucking releases and loading while organizing and planning timeframes as necessary.
- Accepted consumer and business client phone calls and emails to coordinate delivery schedules and logistics.
- Maintained delivery receipts, recording all transactions and deliveries.
Sales Associate
Macys
01.2016 - 01.2018
- Assisted an average 100+ customers per day in finding or selecting items and providing recommendations.
- Stock, replenish, and organized inventory with accuracy and efficiency, completing tasks 25% faster than average associates.
- Achieved a 100% of sales goals for the time at the store.
- Provided outstanding customer service, receiving a 90% of extremely satisfied feedback in customer service to the manager in charge.
- Monitored merchandise inventory for accuracy preventing loses.
- Assisted with cash handling at registers, inventory organization, labeling products, unloading of merchandise, and cleaning up.
- Assisted Spanish-speaking customers, increasing loyalty by 92%.
Education
Associate of Science - Science
Richland College
Dallas, TX05-2019
High School Diploma -
James Madison High School
San Antonio, TX06-2016
Skills
- Creative thinking
- Teamwork
- Goal oriented
- Attention to detail
- Responsible
- PowerPoint
- Word
- Outlook
- Relationship builder
- Energetic
- Positive Attitude
- Multitasker
- Bilingual: English, Spanish
- Customer Service
- Report preparation
- Confidentiality
- Sales
- Event planning
- Personnel training
- Cash management
- Dispatch control
- Prioritization skills
- Banking
- Workplace training
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Customer Service Representative
C&b Electric & Security
09.2023 - 03.2024
Contact Center Agent/ Trainer
Resource One Credit Union
01.2022 - 01.2023
Pawn Broker / Third Key
First Cash Pawn
01.2019 - 02.2021
Insurance Agent & Dispatcher
Tropical Insurance
01.2018 - 01.2019
Sales Associate
Macys
01.2016 - 01.2018
Associate of Science - Science
Richland College
High School Diploma -
James Madison High School