Samantha Gonzales
El Mirage
Summary
Goal-oriented professional with a background in leading customer service teams. Bring experience managing escalated customer issues, training new hires, and implementing process improvements to enhance productivity. Strengths include strong communication skills, conflict resolution expertise, and adaptability to fast-paced environments. In previous roles, have consistently improved team performance through innovative strategies and motivational leadership.
Overview
15
15
years of professional experience
2024
2024
years of post-secondary education
Work History
Customer Service Representative Team Lead
United Healthcare
El Mirage
01.2020 - Current
- Led customer service team to provide exceptional support to clients.
- Trained new representatives on company policies and customer engagement techniques.
- Coordinated daily operations to ensure timely resolution of customer inquiries.
- Resolved escalated customer complaints in a timely manner.
- Analyzed customer feedback surveys to identify areas for improvement within the team.
Tier 2 Technical Support Specialist
CREDO Mobile
El Mirage
01.2015 - 01.2020
- Assisted customers with technical issues related to mobile services and devices.
- Diagnosed software and hardware problems using troubleshooting tools and techniques.
- Collaborated with team members to resolve complex customer inquiries efficiently.
- Documented customer interactions in support ticketing system for future reference.
- Troubleshot customer inquiries related to software and hardware issues.
Assistant Manager
Jack in the Box
Youngtown
01.2011 - 01.2016
- Supervised daily operations and ensured compliance with company policies.
- Trained and mentored new employees on service standards and procedures.
- Resolved customer complaints promptly to enhance guest satisfaction.
- Monitored food safety practices and ensured sanitation standards were met.
- Supervised daily operations including scheduling shifts, assigning duties.
Data Entry Clerk
Castillo Flooring LLC
El Mirage
01.2011 - 01.2015
- Maintained organized filing system for client documents and records.
- Processed inventory data using specialized software for tracking supplies.
- Entered customer orders into database with high accuracy.
- Maintained confidentiality of sensitive information entered into the system.
Education
Rio Salado College
Buckeye, AZSome College (No Degree) - Health Information Technology
DeVry University
Skills
- Customer relationship management
- Team leadership
- Conflict resolution
- Technical troubleshooting
- Problem solving
- Quality assurance
- Call center experience
- CRM software
- Inbound and outbound calls
- Customer service analysis
- Tech support
- Data entry
- Task prioritization
- Team building
- Customer service
- MS office suite
- Scheduling and calendar management
- Multitasking and organization
- Microsoft office
- Quality control
- Communication skills
- Administrative management
Languages
English
Full Professional
Spanish
Limited
Timeline
Customer Service Representative Team Lead
United Healthcare
01.2020 - Current
Tier 2 Technical Support Specialist
CREDO Mobile
01.2015 - 01.2020
Assistant Manager
Jack in the Box
01.2011 - 01.2016
Data Entry Clerk
Castillo Flooring LLC
01.2011 - 01.2015
Rio Salado College
Some College (No Degree) - Health Information Technology
DeVry University