Yolanda Gonzalez
Las Vegas
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
17
17
years of professional experience
Work History
Scheduling Coordinator
Tuff Shed
Las Vegas
08.2022 - 08.2024
- Strong customer service skills, working directly with customers, vendors, subcontractors, and sales consultants to coordinate and schedule Tuff Shed installations; ability to predict and resolve all levels of issues.
- Attention to detail, preparing the daily 'packs' required to install our quality products. This includes verifying orders, requesting materials, and creating purchase orders and waivers.
- Acting as the first contact with our 'Big Box' partner, responding to queries, managing the database, and providing assistance to our sales teams.
- Consistently understanding and meeting the needs of our customers, recognizing special needs and recommending appropriate upsells.
- Experience working in 'trades/industries' and or the ability to learn technical aspects related to basic product design and functionality.
- Ability to assist the General Manager with various front office needs as they may arise.
Telephone Support - Operations Representative
Credit One Bank
Las Vegas
03.2022 - 08.2022
- As an Operations Representative, I had a strong knowledge of or the ability to quickly learn CAS, CAPS, CASH, FDR, Credit Bureau reports, Cardholder account maintenance and online fee adjustments.
- Demonstrated an excellent understanding of all types of functions worked within customer service.
- Excellent written and verbal communication skills.
- Handled all CS call types including escalated ones.
- Researched cardholder records when necessary to resolve all outstanding issues.
- Supported outsourced agencies by telephone, email and processing Online Research Requests.
- Followed up on all pending research issues.
- Ability to be self-sufficient and/or work as a team.
- Process and/or provide guidance for monetary and non-monetary adjustments when required.
Customer Service Specialist
Orkin Pest Control
Las Vegas
12.2017 - 03.2022
- As a quality-oriented customer service specialist in a high volume/fast paced pest control company, I provide the most accurate, comprehensive and efficient pest management services for commercial customers in the Las Vegas and Pahrump area. I am organized and accountable with a strong ability to multi-task.
- Contact customers to schedule and confirm service appointments.
- Schedule appointments for technicians, optimize route and suggest alternative routes when appropriate.
- Schedule and communicate with service technicians to meet customer requirements.
- Perform outbound calls to customer to follow up on service received.
- Perform outbound calls to customer regarding outstanding balances.
- Receive payments from past due customers.
- Proficiently navigate a Windows-based and web-based system to track routes and optimize schedules.
- Answer inbound customer service calls with an open, friendly greeting.
- Utilize listening skills and probing questions to identify the customer's concern and evaluate their needs.
- Participate in quality assurance processes/programs/initiatives as requested.
Accounts Receivable Specialist
Canyon Medical Billing
Las Vegas
01.2017 - 08.2017
- As a quality oriented accounts receivable representative in a high volume/fast paced PI Lien Management company, I handled collections, aging accounts and status updates. Along with, running daily reports.
- Contact patients/attorneys' offices via phone, fax and email.
- Follow up on settled PI client accounts to collect companies monies.
- Run daily reports.
- Fax attorneys reduction requests daily.
Billing/Records
Red Rock Diagnostics
Las Vegas
03.2016 - 01.2017
- As a quality oriented billing and records representative in a high volume/fast paced PI Lien Management company, I handled collections, aging accounts, status updates, patient billing and records requests. This position requires excellent customer services, oral and written communication skills. With the ability to work as a team member, all business is done via phone, fax and email.
- Contact patients/attorneys' offices via phone, fax and email.
- Follow up on unpaid balances.
- Billing patient accounts for unpaid balances.
- Transferring accounts to Clark County Collections agency.
- Enter all PI attorney lien patients into Lytec computer system.
Cashier
Walmart
Brea
10.2015 - 02.2016
- Outgoing and friendly Cashier with reputation for high accuracy and high customer service standards.
- Track record of correctly handling payments and maintaining correct drawer totals.
- Greeted every customer with a smile and inquire about store experience.
- Processed customer payments by cash, debit, gift and credit card payments.
- Answered questions about merchandise and maintained current knowledge of all promotions.
- Efficiently ring up items to keep customers flowing through checkout isles.
- Contacted customer service managers to handle pricing issues and complaints.
- Volunteered for extra work to cover short-staffed shifts.
Customer Service Representative
Henry Schein Pro Repair
Placentia
01.2013 - 10.2013
- Received telephone calls from customers to answer inquiries on various issues, including: orders, bills, and shipments. Traced customer order shipments. Interacted with Sales team to inquire about products and transferred calls of customers intending to place orders.
- Called and faxed Physician offices on daily basis to provide repair order estimates.
- Filed client charts.
- Created Purchase Orders for equipment to be repaired or estimated by Manufacturer using A System computer program.
- Input customer orders in Vantage computer system.
- Input equipment parts in Excel spreadsheet.
- Provided support for the department such as answering multiple line telephones with taking accurate messages and routing to proper person, and referring a range of administrative problems and inquiries.
- Handled sensitive patient information and medical records.
Executive Administrative Assistant
Livingstone Home Health
Buena Park
06.2010 - 07.2013
- Assisted CEO with using effective time management skills along with high level of discretionary decision making in order to ensure smooth office operations.
- Read and route incoming and outgoing mail and reply to relevant ones.
- Update and monitor admitted and discharged patients.
- File patient charts.
- Provide support for the department such as answering multiple line telephones with taking accurate messages and routing to proper person, assisting visitors, and referring a range of administrative problems and inquiries.
- Handle sensitive patient information and medical records.
- Keep track of physicians medical orders in spreadsheet.
Customer Service Representative
Wells Fargo Dealer Services
Irvine
10.2007 - 11.2010
- Provided a high level of customer service and client relations based on outstanding communication and interpersonal skills. Utilized a headset to answer an average of 100 inbound calls from new clients or existing clients in a courteously and timely manner.
- Accepted customer auto loan payments. Answered any questions regarding fees, documented conversation and customer experience to report to supervisor.
- Answered all customer questions or concerns about services over the phone or in person and made sure to follow up until customer's inquiry had been completely resolved.
- Transferred calls to appropriate departments for any additional assistance or misrouted calls.
- Handled situations with the best interest of both customer and company.
Education
Diploma - General
Diamond Ranch High School
Pomona, CA01.2001
Skills
- Communication skills
- Effective written and oral communication
- Type 55 wpm and 10 Key
- Leadership and maximizing productivity
- Problem Resolution
- Everyday business etiquette and team work
- Call monitoring
- Billing/Invoicing
- Scheduling software
- Data entry
- Order verification
- Customer communication
- Route optimization
- Conflict resolution
- Time management
- Attention to detail
- Problem solving
- Time management skills
- Office management
- Scheduling
- File management
- Outbound communication
- Information security
- Multi-task management
- Account reconciliation
- Phone call answering
- Accounting support
- Sensitive material handling
- Microsoft Office Suite
Timeline
Scheduling Coordinator
Tuff Shed
08.2022 - 08.2024
Telephone Support - Operations Representative
Credit One Bank
03.2022 - 08.2022
Customer Service Specialist
Orkin Pest Control
12.2017 - 03.2022
Accounts Receivable Specialist
Canyon Medical Billing
01.2017 - 08.2017
Billing/Records
Red Rock Diagnostics
03.2016 - 01.2017
Cashier
Walmart
10.2015 - 02.2016
Customer Service Representative
Henry Schein Pro Repair
01.2013 - 10.2013
Executive Administrative Assistant
Livingstone Home Health
06.2010 - 07.2013
Customer Service Representative
Wells Fargo Dealer Services
10.2007 - 11.2010
Diploma - General
Diamond Ranch High School