Thalia Gonzalez
Miami
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Call Center Supervisor
Icare Health Solutions
Miami
11.2023 - 01.2025
- Supervised daily operations of call center team members.
- Trained staff on customer service protocols and systems.
- Monitored call quality to ensure adherence to company standards.
- Conducted performance reviews and provided constructive feedback.
- Provided guidance, training, coaching and mentoring to call center team members.
Marketing Coordinator
United Financial Consultants
Miami
06.2022 - 09.2023
- Developed and implemented marketing plans and strategies to boost company visibility.
- Assisted in developing content for websites, blogs, and social media platforms.
- Cultivated business partnerships to build lasting relationships with internal and external parties.
- Conducted market research to identify trends and customer preferences for services.
Registered Behavior Technician
Miami Mental Health Services
Miami
01.2021 - 01.2022
- Provided direct one-on-one instruction to children with autism in a variety of settings.
- Collaborated with parents, teachers, school administrators, and other professionals to ensure successful implementation of interventions.
- Observed student behavior in various environments to assess levels of functioning and progress towards goals.
- Provided verbal prompts, physical guidance, or other forms of prompting when necessary.
- Utilized Applied Behavioral Analysis principles in daily instruction activities.
Customer Service Representative
AT&T
Miami
07.2019 - 07.2020
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Education
Bachelor of Arts - Psychology
Florida International University
Miami, FLAssociate of Arts - Psychology
Miami Dade College
Miami, FLSkills
- Verbal and Written Communication
- Documentation and Reporting
- Marketing
- Detail Oriented
- Relationship Building
- Teamwork and Collaboration
- Customer Service
- Scheduling
- Data Collection
- Conflict resolution
Languages
English - Fluent
Spanish - Fluent
Certification
- Registered Behavior Technician (RBT)
- Certified Personal Trainer (CPT)
Timeline
Call Center Supervisor
Icare Health Solutions
11.2023 - 01.2025
Marketing Coordinator
United Financial Consultants
06.2022 - 09.2023
Registered Behavior Technician
Miami Mental Health Services
01.2021 - 01.2022
Customer Service Representative
AT&T
07.2019 - 07.2020
Bachelor of Arts - Psychology
Florida International University
Associate of Arts - Psychology
Miami Dade College