Staphany Gonzalez
Brownsville,TX
Summary
Customer service representative skilled in complaint resolution, CRM documentation, and service recovery. Applies structured problem-solving to restore service and protect customer satisfaction. Coordinates with internal teams to reduce repeat issues and improve response quality.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
IBEX Global
Washington, Virginia
11.2025 - Current
- Resolved complaints by providing effective solutions and support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Conducted follow-up calls to ensure customer satisfaction levels remained high.
- Handled customer inquiries through phone and email channels.
- Maintained product knowledge to assist customers effectively.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service Representative
Advanced Call Center Technologies LLC
Harlingen, Texas
10.2023 - 11.2025
- Answered customer inquiries and provided accurate information regarding products and services.
- Handled customer inquiries through phone and email channels.
- Resolved complaints by providing effective solutions and support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Conducted follow-up calls to ensure customer satisfaction levels remained high.
- Documented customer interactions in the CRM system accurately.
- Assisted team members with training on new procedures and tools.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Hostess/Server
Ice house Grill
Brownsville, Texas
02.2015 - 01.2020
- Welcomed guests warmly and efficiently escorted them to tables, enhancing their dining experience.
- Recorded food and beverage orders accurately and sent orders to kitchen staff.
- Processed cash payments and managed checkout efficiently to ensure smooth meal closures.
- Prepared checks, itemizing total meal costs and taxes.
- Maintained a polite and professional demeanor to encourage guest inquiries and facilitate order placements.
- Supported reservation tracking and kept the seating chart organized.
- Checked identification to verify whether guests meet minimum age to legally purchase or consume alcoholic beverages.
Education
High School Diploma -
Rivera High School
Brownsville, TXSkills
- Customer relationship management
- CRM documentation
- Product expertise
- Complaint resolution
- Payment processing
- Service recovery
- Team collaboration
- Follow-up procedures
- Problem solving
- Dispute resolution
- Call center operations
Timeline
Customer Service Representative
IBEX Global
11.2025 - Current
Customer Service Representative
Advanced Call Center Technologies LLC
10.2023 - 11.2025
Hostess/Server
Ice house Grill
02.2015 - 01.2020
High School Diploma -
Rivera High School