Hi, I’m
SANDRA GONZALEZ
Frostproof,FL
Be more concerned with your character than your reputation, because your character is what you really are, while your reputation is merely what others think you are.
John R. Wooden
Summary
Offering strong foundation in communication and interpersonal skills, with genuine interest in customer satisfaction and problem-solving. Brings commitment to learning and adaptability, quickly grasping new concepts and systems. Ready to use and develop exceptional listening and conflict resolution skills in Customer Service Specialist role. Possessing friendly and empathetic demeanor with passion for problem-solving and assisting others. Equipped with solid understanding of customer service principles and proficient in communication and conflict resolution. Dedicated to creating positive customer experiences and building long-lasting relationships.
Overview
26
years of professional experience
Work History
Wyndham Vacation Resorts, Inc
Customer Service Specialist Level II
09.2011 - 09.2024
Job overview
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Identified and resolved discrepancies and errors in customer accounts.
Cypress Pointe Resort
Owner Service Manager
12.1998 - 08.2011
Job overview
- Managed day-to-day business operations.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Trained and motivated employees to perform daily business functions.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Resolved customer complaints in professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Trained and guided team members to maintain high productivity and performance metrics.
Education
American InterContinental UniversitySchaumburg, IL
BBA from Business Administration And Management
08.2010
Skills
- Customer service
- Good communication skills
- Customer relations
- Call center experience
- Excellent written and oral communication
- Telephone etiquette
- Complaint handling
- Problem resolution
- Complaint resolution
- De-escalation techniques
- Computer proficiency
- Active listening
- Professional telephone demeanor
- Follow-up skills
- Prioritization
- Microsoft outlook
- Building rapport
- Critical thinking
- Relationship building
- Conflict resolution
- Microsoft Office Suite
- Data collection
- Research
- Multi-line phone talent
- Reading comprehension
- Payment processing
- Quality assurance controls
- Microsoft PowerPoint
- Proofreading
- Customer education
- Customer retention
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Portuguese
Limited Working
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Two year consecutive title holder for more than one thousand quarterly after call surveys raging from a 98-100% customer satisfaction rate.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Achieved recording county documents through effectively helping the deeding team with E-Recording process that enabled the owners to receive their Timeshare recorded deeds from a backup two year wait..
- Documented and resolved escalated owner complaints which led to happy and satisfied owners that once again believed and trusted their investment in the brand.
Software
Microsoft Office, Microsoft Word, Outlook, Google Chrome, Zoom, Teams
Interests
I love to bake and crochet. I enjoy family time and living in a farm enjoying nature and it's wonderful creatures.
Timeline
Customer Service Specialist Level II
Wyndham Vacation Resorts, Inc
09.2011 - 09.2024
Owner Service Manager
Cypress Pointe Resort
12.1998 - 08.2011
American InterContinental University
BBA from Business Administration And Management
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