Project Management Customer Support

Soshill Gonzalez

Arlington, VA *****

305-***-**** *******.***@*****.***

PROFESSIONAL SUMMARY

Dynamic administrative and project management professional with over 12 years of experience supporting senior leadership and coordinating operational activities. Proven ability to optimize efficiency through effective calendar management, event coordination, and seamless communication. Skilled in problem-solving, decision-making, and maintaining confidentiality in fast-paced environments. Proficient in Advanced Excel modeling, PowerPoint presentations, and adept at supporting cross-functional teams. SKILLS

• Office, Excel, Word, Outlook,

PowerPoint, and Pro-tools(basic)

• Customer Relationship Management

• Customer Service

• Process Implementation

• Team Leadership

• Customer Support chat

• Retention Management

• Business Expansion Strategies

• Decision Making

• Computer: Proficient in use of

microcomputers; spreadsheets, graphic

and presentation applications, database

• Problem Solving

• Attention to detail

• Project Management

• Technical Support

• Project Planning

• Customer Relations

• Customer relationship development

• Performance Monitoring

• Cross-functional Collaboration

• Operational Optimization

• Proficient on Zendesk

• Knowledge with startup environment

• Organizational skills

EXPERIENCE

• Comfortable in fast-paced environment

• Scheduling Management

JUNE 2020- MARCH 2024 Operations Coordinator, Veryable Inc Washington DC

• Managed operational growth and launch strategies across DC, Virginia, and Maryland regions, achieving a 40% increase in user base.

• Led motivational strategies and coaching initiatives, fostering a collaborative work environment.

• Fostered a positive work environment that encouraged collaboration and employee satisfaction.

• Developed and implemented standard operating procedures to streamline workflows and optimize productivity.

• Spearheaded continuous improvement strategies and optimized approaches to track production metrics and data analysis.

• Utilized Zendesk, Slack, and Google Business tools to provide top-tier customer support and resolve escalated issues.

• Prepared detailed operational reports and conducted data analysis to identify trends and opportunities for improvement.

• Resolved escalated customer concerns and complaints using a positive attitude, excellent judgment, and focused solutions.

• Supervised daily operations to ensure smooth workflow and efficient resource utilization.

• Assisted upper management in developing long-term strategic plans for continued growth and success.

• Planned layouts for optimum workflows and business results. APRIL 2019-JUNE 2020 Operations Assistant, Invex LLC Miami, FL

• Compiled and rectified operating processes to assist in routine inventory audits, ensuring compliance with three regulatory compliance offices.

• Managed daily reports and reconciled client documentation, supporting brokers in research activities.

• Aided 5+ brokers by overseeing non-complex research on litigation, statutes, regulations, and court cases.

• Implemented efficient administrative systems such as electronic filing and scheduling tools to streamline operations.

• Assisted in the preparation of budgets by gathering information from various departments and analyzing spending patterns.

• Gathered, organized, and promptly distributed information and reports to appropriate individuals and departments.

• Handled customer inquiries via phone, email, or chat to provide information about products or services.

• Maintained a well-organized filing system for the department with regular updates and archiving of aging items.

• Maintained accurate records of inventory levels and updated databases accordingly.

• Scheduled and planned meetings for the management team, ordering refreshments and reserving conference rooms.

• Monitored office supplies and placed orders to prevent shortages.

• Scheduled appointments, meetings, and travel arrangements for management staff. AUGUST 2012-FEBRUARY 2019 Project Manager, Centauro Group Doral, FL

• Managed international and domestic feature film projects, television series, Netflix productions, and original content, coordinating with major companies.

• Coordinated projects directly with companies such as Netflix, HBO, Cartoon Network, Viacom, and BBC.

• Led strategic decision-making in situations with limited information and tight time constraints.

• Developed comprehensive project plans, tracked performance metrics, and adjusted strategies to ensure successful delivery.

• Interacted with clients throughout projects to present updates, incorporate feedback, and address concerns.

• Coached and mentored team members on project management best practices to improve efficiency and productivity.

• Tracked project performance using key metrics, adjusting plans as necessary for successful delivery.

• Analyzed trends and produced strategic recommendations to address systemic issues proactively.

• Coached and mentored team members to inspire the highest contribution through talent acknowledgment.

• Facilitated cross-functional communication to align project objectives and priorities across teams.

• Established change management processes to handle alterations in scope or direction during various stages of projects.

• Identified areas for improvement by analyzing processes and evaluating modifications.

• Produced and submitted comprehensive project schedules and updates to management. EDUCATION

Bachelor's – Marketing Florida International University, Miami, FL June 2025 Associate of Arts – Psychology Miami Dade College, Miami, FL May 2022 LANGUAGES

Spanish - Advanced

English - Advanced

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