RO GONZALEZ
Mesa,AZ
Summary
Enthusiastic and highly skilled customer service professional with over 6 years of experience in delivering exceptional support. Expertise in addressing diverse client needs with a solutions-oriented approach, adept at troubleshooting complex issues and providing clear, actionable resolutions. Proven track record of enhancing customer experiences through effective communication, active listening, and empathetic interactions. Proficient in utilizing CRM software and analytical tools to monitor performance metrics, streamline operations, and identify areas for improvement. Recognized for consistently achieving performance targets, handling high-volume inquiries with efficiency, and contributing to team success in fast-paced environments. Committed to maintaining a positive, customer-centric attitude while adapting to evolving challenges.
Overview
18
18
years of professional experience
Work History
Records Retrieval Specialist
Prodox Services & Legal Consulting
Phoenix, AZ
08.2022 - 08.2024
- Secured patient information according to HIPAA protocols by following strict procedures.
- Scanned and filed documents, records, and correspondence according to company SOPs.
- Followed up with staff and customers by phone and email regarding missing or needed information, and compiled retrieved information into files.
- Identified incomplete records and independently pursued missing information.
- Demonstrated flexibility by adapting quickly to changing priorities and shifting deadlines, ensuring consistent productivity under pressure.
- Streamlined the retrieval process for enhanced client satisfaction and quicker turnaround time.
Tech Support/Sales Associate
Dish Network
Phoenix, AZ
03.2013 - 01.2018
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Maintained a calm demeanor and professionally managed issues in busy, high-stress situations.
- Managed 100+ customer calls per day.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
Assistant Manager
Cinnabon
Mesa, AZ
05.2006 - 01.2012
- Supervised day-to-day operations to meet performance, quality, and service expectations.
- Opened and closed location, monitored shift changes, upheld successful operations strategies, and maximized business success.
- Recruited, interviewed, and hired employees and implemented a mentoring program to promote positive feedback and engagement.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Increased sales by 30% through a new technique I created, effective merchandising strategies, and targeted promotional offers.
Education
Bachelor of Arts - Communications
Maricopa Community Colleges - Rio Salado Community College
Tempe, AZ08.2026
Skills
- Reliability
- Decision Making and Prioritization
- Data Entry
- Self Motivation
- Adaptability
- Problem-Solving Aptitude
- Prospecting
- Operations Management
Affiliations
- Phoenix Writers Club
- Traveler
- Hacktivist
Timeline
Records Retrieval Specialist
Prodox Services & Legal Consulting
08.2022 - 08.2024
Tech Support/Sales Associate
Dish Network
03.2013 - 01.2018
Assistant Manager
Cinnabon
05.2006 - 01.2012
Bachelor of Arts - Communications
Maricopa Community Colleges - Rio Salado Community College
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