Summary
Overview
Work History
Education
Skills
Assessments
Languages
Timeline
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Sara Gonzalez

New Port Richey,FL

Summary

Effective Customer service representative with 10 years plus of experience assisting customers. Using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manage workflow and optimize team strengths to meet service quotas. #readytowork Authorized to work in the US for any employer.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Polite and professional customer service, successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.

Overview

9
9
years of professional experience

Work History

Customer Service Agent

Transamerica Life Insurance Company
08.2022 - 08.2024
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Addressed customer account discrepancies and concerns.

Customer Service Representative

Fortuna BMC
04.2020 - 07.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Customer Service Representative

MobilexUSA
10.2018 - 04.2020
  • Set up and activated customer accounts
  • Demographics
  • Delivered high level of service and support to each customer, paving way for future business opportunities
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge
  • Worked with managers to develop service improvement initiatives
  • Escalated customer concerns, store issues and inventory requirements to supervisors
  • Reviewed account and service histories to identify trends and issues
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.

Customer Service Manager

Allstate Insurance
01.2016 - 09.2018
  • Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement
  • Developed open and professional relationships with team members, enabling better, more effective customer service
  • Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints
  • Answered customer requests with friendly, knowledgeable service and support
  • Evaluated customer account information to assess current issues and determine potential solutions.

Education

High school diploma -

Largo High School
Largo, FL
05.2010

Skills

  • Credit card payment processing
  • Report creation
  • Customer relations
  • High-energy attitude
  • Active listening
  • Call center experience
  • In-store support
  • Technologically savvy
  • Inbound and outbound calling
  • Shipping and receiving understanding
  • Presentation Skills
  • Negotiation
  • Business Development
  • Management
  • Account Management
  • CRM Software
  • Pricing
  • Outstanding communication skills
  • Problem Resolution
  • Customer Service
  • Empathetic and genuine

Assessments

  • Customer Service, 06/01/20, https://share.indeedassessments.com/attempts/6f6d3522c9bf001884bc14a7feb00abceed53dc074545cb7
  • Work Motivation, 06/01/20, https://share.indeedassessments.com/attempts/39e4f4b7028f786918193351cde3de94eed53dc074545cb7

Languages

Spanish
Limited Working

Timeline

Customer Service Agent

Transamerica Life Insurance Company
08.2022 - 08.2024

Customer Service Representative

Fortuna BMC
04.2020 - 07.2022

Customer Service Representative

MobilexUSA
10.2018 - 04.2020

Customer Service Manager

Allstate Insurance
01.2016 - 09.2018

High school diploma -

Largo High School

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Sara Gonzalez