Victor Gonzalez
San Jose,CA
Summary
Dedicated and adaptable professional with the ability to learn quickly and handle sensitive situations with a high level of empathy. Strong work ethic and effective communication skills. Eager to contribute to a team and support goals with professionalism and cultural sensitivity. I come with over 15 years of experience in customer service, fostering positive relationships, and providing guidance and mentorship in challenging situations. Passionate about helping youth and confident that I can be an asset and continue to help my team grow as I grow with them.
Overview
16
16
years of professional experience
Work History
Data Analyst, Tesla Bot
Tesla
Palo Alto, California
01.2024 - 07.2024
- Identified discrepancies between expected outcomes and actual results after analyzing collected information.
- Documented, compiled and analyzed data to test and report back to the Tesla team.
- Ensured timely completion of projects by meeting established deadlines for data collection.
- Assisted in designing experiments that involve collecting, processing, interpreting and presenting data.
- Created reports summarizing results of the data collected with visual aids such as charts or graphs.
- Leveraged SQL queries to extract, transform and load data into databases.
- Contributed to supply chain by ordering parts and restocking. Assigning parts to the right team and reducing 30% cost overall quarterly.
Service Advisor
Tesla
Sunnyvale, CA
05.2023 - 01.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Answered phone calls and responded to questions and concerns.
- Explained amount for expected services and provided detailed answers to customer questions.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
- Quality checked repairs to ensure customer concern was addressed properly.
- Stayed up to date with training and on track status based on my performance.
- Contributed to supply chain demand.
- In charge of keeping up with inventory. Ordering parts, restocking and distributing to the correct team.
Senior Data Analyst, Trust & Safety
Facebook Via Cognizant
Mountain View, CA
11.2019 - 05.2023
- Exceeded and maintained an overall score of 98% quality across all measured metric's.
- Introduced new workflow ideas that contributed to an overall better team quality score. Backed up by data and approved by the engineering team.
- Gained exclusive experience with both EPIC and SOP writing with everyday workflow responsibilities.
- Assisted new hires with onboarding training and best practices.
- Worked on thousands of high value accounts that were flagged for violating policy and took the steps needed to help educate the client on how to fix the issue while successfully regaining monetization status.
- Worked on bad actor offenses and fraudulent accounts during out last presidential election to eliminate any fake news and profiles that would try to impersonate such important people on the platform.
- Worked in the News Publishing team to help verify valid news publishers and fact check their work along with their resources.
- Had the great opportunity and with the earned trust of my leads to work in 3 out of the 4 major teams that make up our Media Operations team. Successfully and pridefully worked multiple workflows while maintaining a great quality score. I was able to share my best practices and have a positive effect in every team I participated in.
- I was part of a trusted team that dealt with fraud and bad actor accounts specifically during elections time.
Account Manager, Level 2 B2B Sales
Google Via BC Forward
Mountain View, Ca
08.2018 - 11.2019
- Managed the following accounts inside the Google Play platform. NBC, Sony and Paramount.
- Led NBC studio to reach TOP 3 in highest revenue.
- Successfully uploaded master avails weekly onto Excel sheets that ensured movies and shows would go live in a timely matter across different global time zones and in their respective language.
- Contributed to the team by implementing new workflow ideas as I was part of the frontline that was hands on in our everyday workflow.
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Renewed existing accounts by cementing trusting relationships with customers.
- Negotiated contracts and closed agreements to maximize profits.
Data Analyst, Trust & Safety
Facebook Via Collabera
Mountain View, Ca
12.2017 - 07.2018
- Worked multiple Facebook Live queues that came with a mix of easy to watch policy breaking videos to also extreme gore videos that included suicides, executions and child endangerment.
- Escalated live threatening profiles to the correct authorities so they can plan and act effectively on a life ending threat.
- Led team meetings where I went over best practices to share my knowledge with other teammates who were struggling with meeting the required minimum SLA score. The plan was to improve their quality scores and help bring individual quality scores up which also brought up our teams overall score as well.
- Was able to maintain my composure in a very fast paced and hectic work environment that at times was very severely mind challenging and not the best for your mental health. Keeping an average quality score above 98%
- Introduced new ideas to improve decision making and overall decision quality.
- Worked closely to identify any fraud or bad actor accounts to quickly flag and take down from the platform.
Sales B2B Lead,
Junk King
San Francisco, Ca
01.2017 - 12.2017
- On a daily based was responsible for answering 400-500 calls daily nationwide for customers seeking quotes for junk removal ar personal or commercial properties. Earning their trust and business over phone call.
- Met and exceeded monthly sales quota by earning a closing rate of 90%.
- Assisted management team with additional training and best closing sale practices for other sales specialist to help improve individual closing percentages and overall team success.
- Set time aside to complete cold calls for commercial spaces that could use and benefit from our services. It would help them by being cost efficient and completing their project faster.
Premier Banker, B2B Sales
Wells Fargo
Palo Alto, CA
10.2013 - 11.2016
- Met and exceeded quarterly quotas by 130-170% in the 3 years I worked here.
- Let after hours workshops to share my best practices with the team to help improve overall team sales.
- As a Business Banker I would make 100 calls daily to business owners and introduce myself and our services and close in person appointments.
- I became a member of of the Chamber of commerce in the local community to meet hundreds of business owners and extend our business solutions.
- Brought in over 4 million dollars in new business revenue in one quarter.
- Worked and closed over 17 million in Heloc, Business loans and Business line of credits.
- Recognized as Banker of the month multiple times for leading by example and always showing up with a " We can do it" positive attitude that was contagious across the team members.
B2B Sales Representative
Verizon Wireless
Palo Alto, CA
11.2010 - 10.2013
- Met and exceeded monthly quotas by 180-200% by being able to use my resources and connecting with small to large business cooperations to tailor fit a solutions package that will help them with working smarter and more efficiently with our tech leading services at the moment.
- Made 80 calls a day reaching out to leads generated by our system and also cold calling.
- Sales consultant of the month 10 out of 12 months in one year at our Palo Alto location.
- Followed up with existing costumers to ensure that services were still operating as they should and if there were any new leads for expansion.
- Met with store managers weekly to go over product needs, accomplish sales goals and facilitate sales growth by creating a sales plan to attack during that specific week.
Sales Consultant
Metro PCS
Mountain View, CA
06.2009 - 10.2010
- Learned the basics of face to face selling and the importance of cross selling.
- Managed to earn employee of the month multiple times by demonstrating my commitment to the company and the team.
- We had a team quote which I contributed highly to monthly.
- Really taught me the love for sales here and realized it was a field I was a natural in.
- Helped customers by recommending our best device and plan that would suit their day to day needs and even business needs.
- Though I was really young here I felt the support and trust from my managers to lead by example which I took as a challenge and led the team to amazing sales numbers.
Youth Mentor Team Leader
Boys and Girls Club
Redwood City, California
06.2008 - 06.2009
- Directed and managed day-to-day operations of the youth mentoring team, including staff scheduling and assigning tasks.
- Developed strategies for problem solving and conflict resolution among team members.
- Facilitated workshops on topics such as goal setting, conflict resolution and decision making.
- Counseled youth on personal issues related to family dynamics, peer pressure, substance abuse prevention and mental health awareness.
- Assisted in developing programs that focus on increasing self-esteem amongst participants.
- Led discussions and facilitated games and activities to demonstrate values and morality.
Youth Transporter
Encore Volleyball
Redwood City, CA
01.2019 - 11.2024
- Provided feedback to help players improve their performance during practice sessions.
- Created a positive learning environment by motivating players with encouragement and positive reinforcement.
- Attended tournaments and games providing guidance both on and off the court.
- Ensured safety of participants by monitoring activities closely.
- Mentored and encouraged youth to develop strong work ethic by being positive role model and regularly practicing skills.
- Organized food and activities for touraments and transported youth to and from events.
- Monitored player's progress throughout the season to ensure they met their goals.
Education
High School Diploma -
Sequoia High School
Redwood City, CA06.2008
Skills
- Fluent in Spanish
- SOP experience and knowledge
- Inventory experience
- Logistics expert
- Experience in leadership
- Fluent in Spanish and English
- Database entry
- Microsoft Office/ Excel
- Social media management
- Revenue development
- Fraud Investigating
- Customer Service
- Cooperative
- Compassionate
- Client confidentiality
- Resource navigation
- Strategic planner
- Confidential documentation and record keeping
- Housekeeping
- Child development
- Assessment skills
- Team collaboration
- Organization and multitasking
- Emotional awareness
- Positive attitude
- Mentoring
- Team leadership
- Reliability
- Problem-solving abilities
- Effective communication
- Teamwork
- Clerical support
- Self motivation
- Multitasking
Timeline
Data Analyst, Tesla Bot
Tesla
01.2024 - 07.2024
Service Advisor
Tesla
05.2023 - 01.2024
Senior Data Analyst, Trust & Safety
Facebook Via Cognizant
11.2019 - 05.2023
Youth Transporter
Encore Volleyball
01.2019 - 11.2024
Account Manager, Level 2 B2B Sales
Google Via BC Forward
08.2018 - 11.2019
Data Analyst, Trust & Safety
Facebook Via Collabera
12.2017 - 07.2018
Sales B2B Lead,
Junk King
01.2017 - 12.2017
Premier Banker, B2B Sales
Wells Fargo
10.2013 - 11.2016
B2B Sales Representative
Verizon Wireless
11.2010 - 10.2013
Sales Consultant
Metro PCS
06.2009 - 10.2010
Youth Mentor Team Leader
Boys and Girls Club
06.2008 - 06.2009
High School Diploma -
Sequoia High School