Roberto Gonzalez Jr.
San Bernardino,CA
Overview
14
14
years of professional experience
Work History
Customer Experience Professional
Sunrun
Remote
02.2023 - 08.2024
- I managed a high volume of assigned projects remotely, ensuring timely, accurate, and consistent completion.
- I handled escalated projects alongside the Customer Success team and regularly coordinated with the Electrification Managers to monitor pipeline progress and construction capacity.
- This collaboration was essential to ensure that customers could be activated as quickly as possible.
- I also worked closely with the Home Upgrades team, field staff, and subcontractor managers to ensure that all expectations were met.
- Additionally, I assembled contract documents, including designs, statements of work, and change orders.
- I facilitated pipeline milestones from post-cap to pre-installation, which included coordinating with Homeowners Associations (HOA), utility companies (NEM), and obtaining permits from designated cities.
Mobile Expert
Metro by T-Mobile
El Monte, CA
09.2018 - 01.2023
- Provided a total sales solution for our customers for any of their wireless/mobility needs.
- Delivered an outstanding store experience that improves customer loyalty and strengthens the T-Mobile brand.
- Meets or exceeds key performance.
- Support operational excellence by observing every store function, monitoring sales and inventory, managing sales tracking, and implementing new store programs and initiatives.
- Handle escalated walk-in customers and ensure their concerns are addressed, and/or assist in ensuring the proper steps are proactively taken to de-escalate customers.
- Regularly coordinating with management to maximize proficiency with our sales team to expedite and turn leads into conversion sales.
- Review and assemble contracts with customers regarding their devices, ensuring all information is detailed and accurate.
- Implement corrective actions and provide management with feedback to emphasize potential process changes that can drive significant improvements in operations at our stores.
Security Guard
Allied Universal
Ontario, CA
09.2016 - 08.2018
- Secured the premises and personnel by patrolling the property, monitoring surveillance equipment, inspecting buildings, equipment, and access points, and permitting entry.
- Assigned to various locations to maximize efficiency among our security guards.
- Ensure that company rules and policies are followed by both staff and guests.
Warranty Dept. Customer Service
Mag Instruments Inc.
Ontario, CA
09.2012 - 08.2016
- Selling products or services to customers and representing the brand involved asking questions to determine if the call, email, or voicemail could lead to a potential sale.
- Processing and submitting orders to ensure the timely delivery of products or services requested by customers.
- Consistently communicating with customers, replying to emails, and following up on inquiries about the product.
- Responsible for managing the police department’s accounts related to warranties and repairs.
- Worked with various teams across the organization to ensure the highest level of customer satisfaction.
Personal Illness
08.2024 - Current
- Due to Lipoma that developed inside my right cheek, I had to undergo oral surgery to remove a 5-inch mass that had been present for over a year.
- Following the surgery, I was placed on a liquid-only diet for six months during my recovery.
- This medical condition prevented me from working, but I am now fully recovered and able to return to full-time employment.
Timeline
Personal Illness
08.2024 - Current
Customer Experience Professional
Sunrun
02.2023 - 08.2024
Mobile Expert
Metro by T-Mobile
09.2018 - 01.2023
Security Guard
Allied Universal
09.2016 - 08.2018
Warranty Dept. Customer Service
Mag Instruments Inc.
09.2012 - 08.2016