Employee Coach

Carlie Gonzales

Huntley, IL *****

*********@*****.*** 847-***-**** www.linkedin.com/in/carliegonzales

Highly Motivated Performer, Skilled in Individual and Group Training

Exceptional track record in managing customer relations, exceeding company

expectations, analyzing data, and training employees. Consistently

recognized throughout career for developing employees while exceeding

quotas and maintaining high quality standards. Observe and evaluate

individual behaviors, promoting exceptional service.

Professional Experience

LIBERTY MUTUAL INSURANCE, Hoffman Estates, IL 2005 - 2014

Quality Assurance Associate 2008 - 2014

Evaluated and coached Customer Service Representatives to maximize skill

set and improve behaviors, directly impacting business objectives. Directed

meetings with Branch Managers to discuss individual and branch trends and

to set quarterly goals to develop and improve desired behaviors.

. Increased quality results 5% by evaluating branch trends and hosting

monthly training sessions, focusing on areas needing improvement.

. Implemented coaching for performance practices countrywide, resulting in

more effective trend meetings throughout company.

. Earned 6 Bravo Awards for exceeding quotas throughout career.

. Designated top 10% performer nationwide in 2009 by exceeding quotas and

providing excellent, positive, and constructive feedback to employees

while maintaining quality standards.

Customer Service Representative / Specialist 2005 - 2008

Provided superior service for current and potential policy holders.

Supported Personal Markets Insurance by contributing to company growth.

Maintained knowledge of business processes and improvements created by

departments. Facilitated monthly meetings between employees.

. Co-trained 7 Personal Insurance Agents on internal systems, insurance

knowledge, and company procedures, consistently meeting sales goals.

. Managed branch office opening by coordinating packing and moving

logistics with department heads. Assisted in space planning, ordered

office materials, and organized office, creating effective space for new

employees.

. Initiated office protocol, creating efficient environment for staff to

work collaboratively.

. Earned 2 Bravo Awards for above accomplishments in 2005 and 2008.

. Promoted to Customer Service Specialist in 2007 for exceptional customer

service skills, assisting in training and managing office essentials.

THE EARLY CHILDHOOD EDUCATION CENTER, Schaumburg, IL 2001 - 2002, 2003

- 2005

Teacher

Developed and implemented daily lesson plans for young children. Actively

managed multiple classrooms while objectively observing and evaluating each

child's development. Facilitated conferences, organized monthly meetings,

and created weekly staff schedules.

Carlie Gonzales *********@*****.*** Page Two

THE EARLY CHILDHOOD EDUCATION CENTER (Continued)

. Managed fundraisers by advertising, collecting funds, and distributing

goods, contributing to successfully meeting fundraising goals.

. Implemented scheduling changes, resulting in reduced overtime costs.

. Created and implemented continuing education course on-site for staff,

eliminating need to send teachers to external training, resulting in

reduced costs.

. Designated President of Documentation Committee. Created and monitored

learning illustrations within each classroom, ensuring parents understood

impact of activities.

. Earned Spirit Award for continuously creating successful learning

environment, 2004.

. Recognized with Professionalism Award for consistently providing positive

and objective feedback to parents, 2002.

AABCOR, Darien, IL 2003

Personal Assistant

Assisted in redeveloping cognitive, safety, and occupational skills for

brain injury patient and encouraged social-emotional development throughout

daily therapy.

. Re-integrated patient successfully into mainstream society.

ST. PETER LUTHERAN SCHOOL, Schaumburg, IL 1999 - 2001

Assistant Teacher

Supported teacher in implementing lesson plans and planning activities for

young children.

. Organized daily curriculum for summer programs, resulting in successful

execution of planned activities, including weekly field trips.

. Observed and documented development of each child, providing important

feedback to families for semi-annual reviews.

Education

Bachelor of General Studies, Early Childhood Education and Psychology,

Roosevelt University, Schaumburg, IL

Associates in Arts, Early Childhood Education,

William Rainey Harper College, Palatine, IL

License

Property and Casualty License, Illinois, 2005 - Present

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