Shandon Gonzales
Killeen
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
Work History
Customer Service Operator
Collabera/Baylor Scott & White
Temple
2025.01 - 2025.05
- Maintained patient confidentiality in accordance with HIPAA regulations.
- Provided customer service support for staff members and patients.
- Assisted with training new employees on hospital policies and procedures related to operator duties.
- Managed multiple phone lines simultaneously while providing accurate information to callers.
- Coordinated transportation arrangements for patients who needed assistance getting home after discharge.
- Alerted staff of emergency information and general announcements using PA system.
Office Administrative Assistant
Pye Barker
Arvada
2024.02 - 2024.08
- Organized and maintained filing systems, both paper and electronic.
- Performed administrative duties such as photocopying, faxing documents and mailing packages.
- Prepared documents such as correspondence, presentations, spreadsheets, reports and other materials using Microsoft Office applications.
Control Room Operator
Care Access Research
Austin
2022.10 - 2024.01
- Monitored the performance of systems and identified issues for resolution.
- Reported any suspicious activity or malfunctioning equipment to supervisors.
- Maintained database and regular logs of daily monitoring activities.
- Maintained records on system performance, maintenance activities, and other relevant data.
Annuity Specialist
AIG Retirement Services
Amarillo
2018.08 - 2022.09
- Answered customer questions regarding product features and benefits of annuities.
- Collected deposits or payments and arranged for billing.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Updated client accounts with accurate information following conversations or emails.
Education
Associate of Science - Medical Assistant
Heald College
CA2010-10
Skills
- Customer service
- Patient confidentiality
- Emergency response
- Multi-line phone management
- Data entry
- Microsoft Office
- Attention to detail
- Call center experience
Timeline
Customer Service Operator
Collabera/Baylor Scott & White
2025.01 - 2025.05
Office Administrative Assistant
Pye Barker
2024.02 - 2024.08
Control Room Operator
Care Access Research
2022.10 - 2024.01
Annuity Specialist
AIG Retirement Services
2018.08 - 2022.09
Associate of Science - Medical Assistant
Heald College