Tomasina Gonzales
Hesperia
Summary
A highly ambitious professional seeking a part time position. Knowledgeable in business management and security procedures with exceptional customer service skills. Ability to communicate and build productive relationships with both staff and customers. Looking for a role where hard work and dedication will be highly valued
Overview
15
15
years of professional experience
Work History
Senior Customer Service Specialist (Remote)
BYRAM HEALTHCARE
SALT LAKE CITY , UTAH
04.2024 - Current
- Assisted customers with inquiries and product information via phone, email, and chat to enhance service accessibility.
- Resolved customer complaints to maintain positive service experience, fostering customer loyalty.
- Documented customer interactions accurately in the company's CRM system for future reference.
- Conducted follow-up communications post-issue resolution to confirm customer satisfaction and reinforce support.
- Ensured compliance with applicable laws and regulations regarding customer service operations.
- Developed customer service policies and procedures in accordance with company standards.
- Engaged clients in person and over phone to answer questions and address complaints.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Dispatch Supervisor
24 HOUR EXPRESS SERVICE
SALT LAKE CITY , UTAH
06.2020 - 10.2024
- Facilitated communication between drivers and clients for timely updates.
- Developed and implemented dispatch protocols to enhance operational efficiency.
- Resolved customer inquiries and issues to maintain high service standards.
- Trained new staff on dispatch procedures and software tools for effectiveness.
- Allocated drivers to optimal routes based on customer needs for enhanced service delivery.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Monitored vehicle locations using GPS technology to ensure real-time tracking.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Received new orders, prepared documentation, and assigned personnel.
Education
High School Diploma -
05-1998
Skills
- Customer relationship management
- CRM documentation
- Policy development
- Customer retention strategies
- Issue resolution
- Dispatch management
- Time management
- Problem solving
- Order fulfillment
- Customer support
- Call auditing
Call center experience
Complaint handling
Documentation review
De-escalation techniques
Timeline
Senior Customer Service Specialist (Remote) - BYRAM HEALTHCARE
04.2024 - Current
Dispatch Supervisor - 24 HOUR EXPRESS SERVICE
06.2020 - 10.2024
PARK WEST HIGH SCHOOL - High School Diploma,