SHEILA GONZALEZ
Pompano Beach,FL
Summary
Strategic account manager with a strong focus on enhancing customer experience and driving retention strategies. Successfully managed key client relationships and utilized data analytics to identify and address operational challenges. Demonstrated ability in cross-functional collaboration and effective communication with diverse stakeholders.
Overview
12
12
years of professional experience
Work History
TICKETING MEDIA PARTNERS CUSTOMER CARE SPECIALIST
FIFA WORLD CUP 2026
10.2024 - 07.2026
- Served as primary contact for FIFA media partners regarding ticketing inquiries and escalations.
- Managed partner ticketing cases from inquiry to resolution while coordinating with internal teams.
- Communicated ticketing policies and operational updates to ensure clarity for media partners.
- Collaborated with operations, communications, finance, and customer service to resolve complex issues.
- Cultivated strong relationships with media partners through timely communication and follow-up.
- Identified recurring issues in ticketing processes and provided feedback for improvements.
- Utilized Zendesk and Power BI dashboards to monitor ticketing activities and track performance metrics.
- Developed customer-care documentation to ensure consistent service delivery across teams.
- Cultivated long-term relationships with existing clients through consistent communication efforts.
SENIOR ACCOUNT MANAGER / ACTING ASSISTANT MANAGER
WRISTBAND SUPPLY LLC
10.2014 - 10.2024
- Managed $1.3 million annual portfolio as primary contact for client accounts and relationships.
- Built and nurtured long-term client relationships to drive retention and revenue growth.
- Identified new business opportunities through relationship management and needs analysis.
- Oversaw full customer order lifecycle from quote to fulfillment, ensuring accuracy and timely delivery.
- Leveraged Salesforce CRM and ERP systems for efficient management of customer records and reporting.
- Coordinated with stakeholders to successfully execute customer projects, ensuring alignment on expectations.
- Resolved complex customer issues by identifying root causes and implementing corrective measures.
- Analyzed operational data to identify trends, facilitating informed business decisions and process improvements.
Education
Bachelor of Science - Social Sciences
University of Puerto Rico
MayaguezSkills
- Ticketing management
- CRM expertise
- Salesforce CRM
- Client relationship management
- Account management
- Client needs assessment
- Stakeholder engagement
- Cross-functional collaboration
- Project coordination
- Issue resolution
- Process improvement
- Service delivery optimization
- Data analysis and reporting
- Experience enhancement
- Care documentation
- Training and team development
- Strategic communication
Languages
English: Professional Fluency, Spanish: Native / Bilingual
Timeline
TICKETING MEDIA PARTNERS CUSTOMER CARE SPECIALIST
FIFA WORLD CUP 2026
10.2024 - 07.2026
SENIOR ACCOUNT MANAGER / ACTING ASSISTANT MANAGER
WRISTBAND SUPPLY LLC
10.2014 - 10.2024
Bachelor of Science - Social Sciences
University of Puerto Rico