Michael Gonzales
San Antonio,TX
Summary
Dedicated customer service lead with a proven track record of enhancing customer satisfaction and driving process improvements. Skilled in team training, quality assurance, and effective problem resolution.
Proactive and adaptable professional with a strong focus on problem resolution and continuous improvement. Expertise in monitoring call quality and training staff to exceed performance goals, driving higher customer satisfaction.
Overview
6
6
years of professional experience
Work History
Customer Service Lead
Conduent Business Solutions
San Antonio, TX
06.2025 - Current
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Trained new team members on company policies and customer service protocols.
- Collaborated with management to identify areas for process improvement within the team.
- Monitored call quality to ensure adherence to service standards and best practices.
Order Selector
HEB Warehouse
San Antonio, TX
06.2024 - 06.2025
- Operated pallet jack to efficiently transport products within warehouse environment.
- Maintained organized inventory by labeling and storing products according to established protocols.
- Adhered to safety standards, minimizing workplace hazards during daily operations.
- Demonstrated adaptability, successfully managing multiple tasks simultaneously during peak business hours without compromising quality or speed.
Outdoor Garden Center
Lowes Home Improvment
San Antonio, TX
02.2024 - 05.2024
- Assisted customers in selecting plants and gardening supplies, enhancing their shopping experience.
- Maintained inventory levels of seasonal plants and gardening products to ensure availability.
- Self-motivated, with a strong sense of personal responsibility.
- forklift certified
Receiving Associate
Walmart
San Antonio, TX
09.2023 - 01.2024
- Received and inspected incoming shipments for quality and accuracy.
- Operated barcode scanners to track inventory movement efficiently.
- Organized stock in designated areas to optimize storage space.
Line Cook
Whatabuger
San Antonio, TX
04.2021 - 08.2023
- Prepared high-quality menu items according to established recipes and standards.
- Maintained cleanliness and organization of kitchen workstations to ensure food safety compliance.
- Trained new kitchen staff on proper cooking techniques and operational procedures.
- Led team shifts, coordinating tasks to optimize workflow and enhance overall kitchen performance.
Utility Dishwasher
Lubys Cafe
San Antonio, TX
02.2020 - 04.2021
- Operated commercial dishwashing equipment efficiently to maintain cleanliness standards.
- Ensured timely cleaning and sanitization of kitchenware to support food preparation activities.
- Collaborated with kitchen staff to streamline workflow and enhance overall efficiency.
- Maintained organized work area, promoting safety and reducing hazards in kitchen environment.
Education
High School Diploma -
Thomas Jefferson High School
San Antonio, TXSkills
- Account management
- Customer complaint resolution
- Product and Service support
- Administrative duties
- Telephone etiquette
- Quality assurance
- Order management
- Customer service excellence
- Team training and development
- Administrative support
- Critical thinking
- Problem resolution
- Call center operations
- Staff training
- Warehousing functions
- Microsoft Excel
Timeline
Customer Service Lead
Conduent Business Solutions
06.2025 - Current
Order Selector
HEB Warehouse
06.2024 - 06.2025
Outdoor Garden Center
Lowes Home Improvment
02.2024 - 05.2024
Receiving Associate
Walmart
09.2023 - 01.2024
Line Cook
Whatabuger
04.2021 - 08.2023
Utility Dishwasher
Lubys Cafe
02.2020 - 04.2021
High School Diploma -
Thomas Jefferson High School