ROBERT GONZALEZ
Denver,CO
Summary
Focused sales and customer service professional, highly effective in establishing and maintaining relationships with potential and existing clients. Extremely motivated, ambitious, with exceptional skills in various industries.
Overview
11
11
years of professional experience
Work History
Customer Service/Collections Lead
The Law Office of Daniel B. Kelley
Centennial, CO
05.2021 - 08.2025
- Handled customer inquiries regarding billing discrepancies or collection notices in a professional manner while adhering to company standards.
- Assisted customers in resolving payment issues by providing them with information regarding their accounts and payment options.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Received payments and posted amounts to customer accounts.
- Provided training and guidance to new collections and customer service staff on best practices and company policies.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Coordinated with other departments to resolve customer issues efficiently.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Volunteered to handle complaints and issues for manager during busy time periods.
Auto Loan Consultant
iLendingDIRECT
Centennial, Colorado
10.2020 - 04.2021
- Built relationships with clients and used knowledge of consumer marketplace, products and finance to fully understand clients' personal plans and introduced suitable loan services.
- Prequalified borrowers based on credit criteria and offered debt counseling and financial education to clients and potential clients to help attain loan qualification.
- Locked loans in system with agreed-upon terms and managed locked pipelines through funding, including regular communication with borrowers to meet and exceed expectations.
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
- Performed daily maintenance of loan applicant database.
- Provided expert financial advice on mortgage and both educational and personal loans.
- Reviewed credit histories from applicants and determined feasibility of granting requested loans.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Collected purchase funds and verified confirmed lienholder payoff before processing title.
- Checked approvals against established bank and government lending standards.
- Managed any conditions sent from underwriting departments.
Customer Service Manager
US Mortgages
Centennial, Colorado
12.2018 - 04.2020
- Created training manuals targeted at resolving simple and difficult customer issues.
- Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.
- Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
- Automated contact management system to maintain efficient client organization.
- Developed open and professional relationships with team members, enabling better, more effective customer service.
- Managed day-to-day operations, including supervision and assignment delegation for 6-10 member team.
- Answered customer requests with friendly, knowledgeable service and support.
- Worked with Sales Manager to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction.
- Utilized Hubspot, Outlook, and Encompass to provide exceptional service to customers and employees.
Customer Service Specialist/Business Development
ECO Roof and Solar
Denver, Colorado
05.2014 - 11.2018
- Managed and recorded all leads from outbound telephone marketing with an emphasis on commercial properties.
- Researched and contacted business and property owners to inquire about roofing or exterior maintenance needs.
- Prioritized daily workflows, including all inbound calls, quotes and sales-related inquiries.
- Oversaw call center employees to ensure customer satisfaction goals and lead quotas were consistently met.
- Planned and led a training session to promote sales team professional development and sales goal reinforcement.
- Maintained friendly and professional customer interactions at all times.
- Completed company leadership training program.
- Managed a portfolio of 15 commercial accounts that generated $4.3 million in sales.
- Created and improved business pipeline using cold and warm techniques.
- Stayed current on company products and services to provide top-notch expertise to customers.
- Maximized branding exposure, customer traffic and sales by developing and executing effective marketing programs and solutions.
- Increased bottom line profitability by growing customer base and capitalizing on upsell opportunities.
Education
Associate of Arts - Business Administration
University of Wyoming
Laramie, Wyoming2004
Skills
- Detail-oriented
- Self-motivated
- People-oriented
- Persuasive negotiator
- Dedicated team player
- Proficient in construction services knowledge
- Proficient computer and technical background
- Talent development
- Skilled multi-tasker
- Customer relationship management
Timeline
Customer Service/Collections Lead
The Law Office of Daniel B. Kelley
05.2021 - 08.2025
Auto Loan Consultant
iLendingDIRECT
10.2020 - 04.2021
Customer Service Manager
US Mortgages
12.2018 - 04.2020
Customer Service Specialist/Business Development
ECO Roof and Solar
05.2014 - 11.2018
Associate of Arts - Business Administration
University of Wyoming
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