Rachel Gonzalez
Lehigh Acres,FL
Summary
I am a dedicated individual with proven skills in active listening, relationship building, and conflict resolution. I am committed to helping my peers with anything they need. I am a team player and thrive off working with others.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Lee Health
Estero, FL
03.2024 - Current
- Assisted customers with inquiries, providing accurate information and effective solutions.
- Handled customer complaints, demonstrating empathy and conflict resolution skills.
- Maintained up-to-date knowledge of healthcare services and policies to ensure compliance.
- Collaborated with team members to streamline processes and enhance service delivery.
- Trained new staff on customer service protocols and system navigation.
Customer Service Representative
Gi Surgical Specialists
Fort Myers, FL
11.2016 - 12.2023
- Documented customer interactions in CRM system for tracking and follow-up purposes.
- Analyzed customer feedback to identify trends and improve overall satisfaction rates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided detailed information on insurance claims and coverage options to enhance customer understanding.
- Assisted patients in scheduling appointments and managing their healthcare needs effectively.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
Custodian
Lee County School District
Fort Myers, FL
10.2015 - 10.2016
- Maintained cleanliness and sanitation standards in classrooms, restrooms, and common areas.
- Operated cleaning equipment including floor buffers and vacuum cleaners effectively.
- Assisted in setting up facilities for school events and activities to ensure readiness.
- Monitored inventory levels of cleaning supplies, requesting replenishments as needed.
- Enhanced school cleanliness by performing daily custodial tasks such as sweeping, mopping, and vacuuming.
- Kept building spaces premises clean inside and outside.
- Moved furniture for cleaning and set up for special events.
- Supported school events by setting up and breaking down furniture, equipment, and decorations as needed.
- Improved outdoor appearance with regular groundskeeping duties such as lawn care, leaf removal.
Education
High School Diploma -
East Lee County High School
Lehigh Acres, FLSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Computer proficiency
- Microsoft Excel
- Payment processing
- Scheduling
- Team development
- Administrative support
- De-escalation techniques
Certification
Paraprofessional Exam- passed 02/23/2026
Timeline
Customer Service Representative
Lee Health
03.2024 - Current
Customer Service Representative
Gi Surgical Specialists
11.2016 - 12.2023
Custodian
Lee County School District
10.2015 - 10.2016
High School Diploma -
East Lee County High School