Sandi Gonzalez
LMDR CXO
Whitewater,WI
Summary
Desire To contribute to the success of a customer service representative that can use a bilingual, hardworking and creative professional who offers excellent communication, problem-solving skills, a highly motivated and resourceful nature, as well as a gracious style of dealing with the public. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
1
1
Language
Work History
LMDR
Amazon
12.2023 - Current
- Proved successful working within tight deadlines and fast-paced environment.
- Resolved problems, improved operations, and provided exceptional service.
- Paid attention to detail while completing assignments.
- Skilled at working independently and collaboratively in a team environment
- Developed and maintained courteous and effective working relationships.
- Self-motivated, with astrong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked well in a team setting, providing support and guidance.
- Cultivated interpersonal skills by building positive relationships with others.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Provided professional services and support in a dynamic work environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Managed time efficiently to complete all tasks within deadlines.
- Worked effectively in fast-paced environments.
- Strengthened communication skills through regular interactions with others.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Managed timely and effective replacement of damaged or missing products.
- Educated customers about billing, payment processing, and support policies and procedures.
- Demonstrated cultural sensitivity when interacting with international customers, adjusting communication style as necessary for optimal understanding.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English, Spanish, and ASL customers.
- Provided exceptional support to customers experiencing technical difficulties by troubleshooting issues
- Collaborated with team members to improve overall efficiency and performance, resulting in reduced wait times and increased productivity.
- Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences.
- Efficiently processed customer orders, returns, exchanges, and refunds according to established guidelines while maintaining accuracy and thoroughness.
- Sought ways to improve processes and services provided.
- Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
- Delivered prompt service to prioritize customer needs.
Office Support
GATEWAY TECHNICAL COLLEGE
04.2011 - 06.2011
- Cold calling, Copying, Heavy data entry, Customer Service
- Gained extensive knowledge in data entry, analysis and reporting.
- Provided professional services and support in a dynamic work environment.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Developed and maintained courteous and effective working relationships.
- Worked effectively in fast-paced environments.
- Worked well in a team setting, providing support and guidance.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Employment Security Associate 1
DWD STATE OF WI Milwaukee office
06.2006 - 08.2007
- Complied with strict confidentiality, Heavy data entry, Translations in court, verbal and documents
- Maintained high levels of client satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Identified and responded to client requests and concerns through correspondence, and phone for both English and Spanish-speaking clients.
- Responded to new client calls to answer questions about services.
- Followed up with clients about their specific issues to maintain high standards of customer service.
- Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences.
- Mentored new hires by sharing best practices, offering guidance, and modeling exemplary customer service techniques.
- Assisted clients with Spanish-language inquiries in a timely and professional manner.
- Sought ways to improve processes and services provided.
- Delivered prompt service to prioritize clients specific needs.
- Maintained up-to-date knowledge of service changes.
- Enhanced client satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Streamlined communication for non-English speaking clients, providing accurate translations of policies and procedures information.
- Promoted superior experience by addressing client concerns, demonstrating empathy, and resolving problems swiftly.
- Actively listened to clients, handled concerns quickly and escalated major issues to supervisor.
- Translated documents, forms and other materials from English to Spanish, Spanish to English.
- Met customer service objectives by providing superior customer service to Spanish-speaking clients.
- Provided language translation services for client service inquiries.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging client interactions.
- Proactively identified areas for improvement in processes or procedures, implementing changes that led to enhanced service delivery.
- Maintained and managed clients files and databases.
- Documented client service policies, scripts and procedures in Spanish and English.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved client inquiries and complaints quickly.
- Responded to client requests, offering excellent support and tailored recommendations to address needs.
- Helped improve client satisfaction by translating customer paperwork and company documentation.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for clients.
- Gained clients trust by providing knowledgeable and accurate information in both English and Spanish.
Education
Associate of Science - Criminal Justice
Gateway Technical College
Elkhorn, WI01.2013
Some College (No Degree) - Criminal Justice
Milwaukee Area Technical College
Milwaukee, WISkills
- Translate from Spanish to English, correspondence and verbal
- Problem-Solving
- Decision-Making
- Flexible and Adaptable
- Attention to Detail
- Cultural Awareness
- Active Listening
- Multitasking
- Verbal Communication
- Relationship Building
- Teamwork and Collaboration
- Calm Under Pressure
- Organization
- Clerical Support
- Billing Adjustments and Refunds
- Customer Service
- Calm and Professional Under Pressure
- Order and Refund Processing
- Problem Resolution
- English, Spanish, and some ASL Fluency
Apt
Apt 104
Additional Skills
Operate fax machine, copy machine, computers, multiline phones, calculators, and scanners. Proficient with MS Word. Some working knowledge with Excel, PowerPoint, Outlook. Windows operating systems and company software programs. Excellent customer service with routing and scheduling activities, data entry and light bookkeeping., Fluent in Spanish and English, reading, writing, and speaking.
Languages
Spanish
Native or Bilingual
Timeline
LMDR
Amazon
12.2023 - Current
Office Support
GATEWAY TECHNICAL COLLEGE
04.2011 - 06.2011
Employment Security Associate 1
DWD STATE OF WI Milwaukee office
06.2006 - 08.2007
Associate of Science - Criminal Justice
Gateway Technical College
Some College (No Degree) - Criminal Justice
Milwaukee Area Technical College