Shelby Gonzalez - Gump
Summary
Proactive Business Development Center Agent focused on driving growth through effective customer relationship management and lead generation. Delivers strategic sales solutions that align client needs with business objectives. Utilizes strong communication and problem-solving skills to adapt to market trends and enhance operational efficiency.
Overview
9
9
years of professional experience
Work History
Call Center BDC Agent - appointment coordinator
Oremor Automotive Group
Fontana, CA
05.2025 - Current
- Scheduled appointments for service via inbound and outbound calls, enhancing customer accessibility
- Managed over 120 customer calls daily
- Responding to customer inquiries via phone, email and chat
- Managed follow-up calls to confirm and remind customers of appointments, ensuring high attendance rates
- Providing excellent customer service
- Meeting appointment setting goals and targets
- Collaborated with service advisor teams to streamline appointment scheduling and improve customer flow
- Utilizing WiAdvisor to track leads, update customer information, and manage appointment calendars
- Successfully manage a high call volume of customer inquiries while performing administrative tasks.
Project Accountant - Commercial Direct Install Program for LADWP, LAUSD and GWP
Willdan Engineering
San Bernardino, CA
08.2019 - 01.2025
- Experience with MS Office Applications (Word, PowerPoint, Outlook, Excel).
- Performed financial reconciliations to ensure accuracy.
- Recorded time and expenses, including subcontractor and supplier invoices, to jobs and job phases with accuracy and timeliness.
- Perform expense allocation verification, accruals and create journal entries.
- Assists in monthly revenue recognition, billing, financial closing.
- Reviewed revenue recognition calculations and submitted them to corporate accounting on time.
- Conducted data entry and maintained accurate records for financial transactions.
- Supported quarterly reviews and annual audits by gathering necessary documentation.
Program Administrator - Commercial Direct Install Program with LADWP and LAUSD
Willdan Engineering
San Bernardino, CA
08.2019 - 01.2025
- Assisted Project Manager in coordinating project phases and ensuring timely execution.
- Provided administrative support to field staff and energy service representatives to enhance operational efficiency.
- Obtained and maintained required documentation for contract compliance.
- Listened to customer issues and provided tailored solutions to enhance satisfaction. Proactively offer valuable products and services.
- Provide administrative support for change order documentation.
- Managed detailed processes and solved problems efficiently in high-pressure environments.
- Delivered exceptional customer service, fostering strong relationships and satisfaction.
- Collaborated effectively with team members to achieve project goals.
- Demonstrated comprehensive knowledge of Microsoft Office applications for efficient task execution.
HCSC Call Center Customer Representative- Claims Member Services
Alta Resources
Brea, CA
04.2017 - 02.2019
- Managed high volume of inbound calls, assisting Blue Cross and Blue Shield members with inquiries and concerns
- Actively listened to customer issues, providing tailored solutions to enhance member satisfaction
- Handled claim inquiries submitted to BCBS from INN providers
- Quoted benefits for all medical procedures to verify plan coverage
- Retained knowledge on HMO and PPO policies offered in five states
- Verified plan coverage by quoting benefits for medical procedures, ensuring accurate information for members
- Exhibited strong communication skills in written, verbal, and listening formats
- Successfully handled multiple tasks simultaneously in a fast-paced setting
- Utilized computer skills for data entry and navigation while maintaining active listening
Education
Some College (No Degree) - Accounting
Mt. San Antonio College
Walnut, CASkills
- Appointment scheduling
- Call handling efficiency
- Customer relationship management
- Service coordination
- Lead generation
- Data entry
- Microsoft Excel
- Financial reconciliation
Timeline
Call Center BDC Agent - appointment coordinator
Oremor Automotive Group
05.2025 - Current
Project Accountant - Commercial Direct Install Program for LADWP, LAUSD and GWP
Willdan Engineering
08.2019 - 01.2025
Program Administrator - Commercial Direct Install Program with LADWP and LAUSD
Willdan Engineering
08.2019 - 01.2025
HCSC Call Center Customer Representative- Claims Member Services
Alta Resources
04.2017 - 02.2019
Some College (No Degree) - Accounting
Mt. San Antonio College