Yvette Gonzalez
Katy,TX
Summary
Extensive background in customer service and in problem resolution. 20 plus years in coaching, training and developing employees in business strategies. Artistic designer with experience in field. Highly adept in managing complex projects and customer issues. Excellent time management, operational , and communication skills.
Overview
20
20
years of professional experience
Work History
Premium Designer
Best Buy
Houston, Texas
07.2019 - Current
- Developed and implemented in home designs to meet customer needs for TV, Audio, Appliance, Networking, Home Theater, and Connected home solutions.
- Worked with the Project Manager to ensure scope of work met the clients expectations, oversee the project, and meet installation deadlines.
- Managed my book of business to follow up with clients and close opportunities.
- Clientele and established customer retention.
- Assisted Market locations in store during down time, and achieved hourly expectations for revenue and solutions.
- Coached and trained employees on how to offer consultations, product knowledge and signature behaviors.
- Assisted clients with questions or concerns and resolved problems in a timely manner.
Customer Service Manager
Best Buy
Houston, Texas
10.2008 - 10.2019
- Provided exceptional customer service to ensure customer satisfaction.
- Coached and trained employees on the company growth plan, department targets, product knowledge and the business strategy.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Managed the P&L and ensured we were managing controllable expenses to ensure we met our monthly target.
- Created development plans for employees not meeting individual contribution goals
- Managed the shrink barometer and coached and train employees on merchandising standards to prevent loss.
- Managed the onboarding process, hired employees and completed new hire orientation.
- Created department schedules and ensured we came in at budget in labor.
- Managed sales throughout the day and coached as needed to ensure key behaviors were in place in service of our customer and operational excellence.
Operations Supervisor
Best Buy
Houston , TX
11.2004 - 10.2008
- Executed on standard operating procedures to ensure consistency in front end behaviors and offerings.
- Identified areas of improvement and developed strategies to increase efficiency.
- Monitored staff performance l, and provided recognition and coaching as needed.
- Conducted team meetings to communicate the company values and growth plan.
- Managed front end processes to reduce shrink.
- Management our customer surveys and coached and trained as needed .
Education
High School Diploma -
Roosevelt Junior High School
Nassau, NY06-1998
Associate of Arts - Business
Nassau Community College
Garden City, NYSkills
- Design strategy
- Project Management
- Project Presentations
- Sales
- Customer Service
- Team Building
- Time management
- Coaching and Training
- Standard operating procedure implementation
- P&L management
- Shrink management
- Vendor support
Timeline
Premium Designer
Best Buy
07.2019 - Current
Customer Service Manager
Best Buy
10.2008 - 10.2019
Operations Supervisor
Best Buy
11.2004 - 10.2008
High School Diploma -
Roosevelt Junior High School
Associate of Arts - Business
Nassau Community College