Patricia Gonzalez

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maintained professional, organized, and safe environment for employees.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Maximized performance by monitoring daily activities and mentoring team members.
• Communicated clearly with employees, and stakeholders to keep everyone on same page and working toward established business goals.
• Maintained calm demeanor and professionally managed issues in busy, high-stress situations.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Monitored workflow to improve employee time management and increase productivity.
• Evaluated employee performance and coached and trained to improve weak areas.
• Maintained compliance with company policies, objectives, and communication goals.
• Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
• Developed and implemented customer service policies to enhance satisfaction.
• Solicited customer feedback to identify and improve on areas of weakness.

I Serves as the primary contact for daily operational support and troubleshooting.

Spends up to 50% of time serving as a subject matter expert for leadership to utilize to provide guidance and assistance to team members on successful service and troubleshooting tactics to improve the performance of individual representatives, the team and the customer experience.

Balance of time is spent supporting sales consultants and/or local origination channels.

Primary Responsibilities and Essential Functions

· Provides primary and backup support for all support functions and may personally provide sales services support to one or more sales consultants or local origination channels to include order entry, ad copy management, makegood fulfillment, schedule development, client solution collaboration, payment troubleshooting, and related activities performed by Sales Services team.

Supports and/or leads the implementation of key initiatives.

May act as first point of contact for specific projects or processes as delegated by leadership.

Partners with Sales Services Leadership to help identify current and future development needs

Works with recent new hires on an ongoing basis through the use of side by sides and group discussions; provides suggestions on the kind and level of additional development necessary.

Assists in administering training to new and existing Sales Services team members.

Ensures optimal efficiency by monitoring work quality; delivering reports, statistics and recommendations for improvement.

Provides informal input to leadership on performance and operational issues in support of continued process improvements.

Writes reports, creates charts, presentations and timelines in support of department or business operations. Provides and conducts trend analysis to support business operations.

Participates in professional development activities to enhance and build personal, professional, and leadership skills.

Continuously seeks opportunities to enhance job performance.

• Greeted clients in with friendliness and professionalism.
• Assisted manager in all aspects of business operations.
• Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
• Worked closely with AE's to provide effective assistance for specific aspects of business operations.
• Developed and maintained filing systems to facilitate easy access to information.
• Followed detailed directions from management to complete daily paperwork and computer data entry.
• Proofread and edited client orders for accuracy and grammar.