Summary
Overview
Work History
Education
Skills
Timeline
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Shannon Gonzales

Waddell,AZ

Summary

Professional customer service representative 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

16
16
years of professional experience

Work History

Call Receiver

AAA
07.2021 - Current
  • Enhanced customer satisfaction by efficiently handling incoming calls and addressing caller inquiries.
  • Expedited response efforts by expertly utilizing mapping software to pin-point locations of callers in 7 different states.
  • Achieved Mentor Status: Help team members out with any and all questions and escalation calls. Assisted in training new hires, sharing valuable knowledge and expertise on company processes and best practices.
  • Increase caller satisfaction by remaining calm and composed during high pressure situations, providing clear instructions for callers to follow.
  • Reduced caller wait times with effective call prioritization and multitasking abilities.
  • Boosted call center performance, consistently meeting or exceeding daily call volume targets.
  • Maintained high-quality service standards by adhering to company policies and procedures during all interactions.
  • Supported team success through consistent collaboration and communication with colleagues and supervisors.
  • ERS (Emergency Roadside Service) answer incoming calls with taking breakdown calls, flat tires, ran out of gas, battery calls, lockouts, Priority 1 emergency calls with a person, pet or life saving medication locked inside.



Office Manager

Scorpion Bay Marina
06.2017 - 04.2020
  • As the office manager, my focus was to create a pleasant atmosphere with a dynamic professional attitude to lead a diverse team.
  • The purpose of this position was to take care of the administrative and technical aspects so our customers could create lasting memories with friends and family.
  • Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
  • Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
  • Streamlined office operations by implementing efficient filing systems and organizational strategies.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Daily Technology Experience: Word, Excel, Microsoft Office, Jonas, Corporate shopper, and ADP

Police Communications Dispatcher

Arizona Department Of Public Safety
05.2008 - 01.2015
  • As a 911 Operator for Arizona Highway Patrol I provided support, coordination, and compassionate assistance to those in emergency situations.
  • Communicating effectively with various callers to obtain complete information using a computer-aided dispatch (CAD) system, telephones, multi-channel radio, TDD (text telephone device for hearing/speech impaired), numerous computer databases and maps.
  • New hire dispatcher trainer and Radio Etiquette training to all Arizona law enforcement agencies.
  • Improved response times by efficiently prioritizing and dispatching emergency calls.
  • Enhanced officer safety by providing accurate and timely information during critical incidents.
  • Reduced errors by meticulously entering data into computer-aided dispatch systems.
  • Streamlined communication between officers and emergency personnel, ensuring seamless coordination during high-stress situations.



Education

Some college - Early Childhood Education

Glendale Community College
Glendale, AZ
11.2000

Skills

  • Word processing (10 years)
  • Computer literacy (10 years)
  • Typing (10 years)
  • Administrative Experience (5 years)
  • Contract Management (5 years)
  • Office Management (5 years)
  • Active Learning
  • Telephone Etiquette
  • Organization
  • Multitasking
  • Follow-Up Skills
  • Adaptability

Timeline

Call Receiver

AAA
07.2021 - Current

Office Manager

Scorpion Bay Marina
06.2017 - 04.2020

Police Communications Dispatcher

Arizona Department Of Public Safety
05.2008 - 01.2015

Some college - Early Childhood Education

Glendale Community College

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Shannon Gonzales