Viana Gonzalez
North Las Vegas,NV
Summary
Experienced bilingual Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Dedicated to providing excellent service, comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Bilingual Customer Service Agent
Gallagher Bassett Services Inc.
10.2021 - Current
- Enhanced customer satisfaction by addressing and resolving complex issues in timely manner.
- Demonstrated adaptability by quickly learning new systems and technologies as they were implemented within organization.
- Managed escalated calls professionally and efficiently, resulting in satisfactory resolutions for both customer and company.
- Assisted customers with Spanish-language inquiries in timely and professional manner.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Developed deep understanding of customer service principles and customer service best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Handle approximately 46-60 calls daily with variety of emails and call transfers checking payments and providing correct information to claimants
Call Center Representative
VRI Research
10.2020 - 01.2022
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Conducted surveys for national public opinion research firm. conducted polls on variety of topics including political, environmental and customer products.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled approximately 80-100 outbound calls daily
Restaurant Shift Manager
Burger King
11.2017 - 08.2018
- Excelled in every store position and regularly backed up front-line staff.
- Observed cash handling and security procedures during shifts to recognize and address issues with staff.
- Coached crew during food preparation, controlled production levels and tracked waste to manage costs.
- Monitored employee food handling, safety and uniform requirements.
- Assigned tasks to employees and oversaw closing of restaurant.
- Checked and monitored inventory levels to reorder items.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Oversaw food preparation and monitored safety protocols.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
Specimen Collector
Optimum Labs
10.2016 - 04.2017
- Completed in-house testing procedures for quick results.
- Labeled and prepared specimens for shipment to laboratory facilities.
- Adhered to compliance standards for confidentiality, accuracy and safety.
- Followed safety protocols while handling hazardous materials.
- Delivered testing materials to different sober living homes for them to do in random in-house testing
Education
Certified Phlebotomist Technician - Medical Assistant
Salter School
Malden, MA05.2015
GED -
Quincy High School
Quincy, MA02.2005
Skills
- Call center experience
- Phlebotomy
- Customer Support
- Spanish translation
- Retail management
- Venipuncture
- Word processing/Microsoft word
- Vital signs
- Supervising experience
- Medical office experience
- Laboratory experience
- Administrative experience
- Phone etiquette
- ICD-10
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service Agent
Gallagher Bassett Services Inc.
10.2021 - Current
Call Center Representative
VRI Research
10.2020 - 01.2022
Restaurant Shift Manager
Burger King
11.2017 - 08.2018
Specimen Collector
Optimum Labs
10.2016 - 04.2017
Certified Phlebotomist Technician - Medical Assistant
Salter School
GED -
Quincy High School
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