Customer Service Coordinator
Resume:
SKILLS
MS Office Word, Excel, Access, Corel Print House, Outlook, Internet Explorer, Office Windows, Citrix, UNIX, NASCO, UCSW IVR Systems.and Twilio.
LANGUAGES
Spanish
Full Professional
PROFESSIONAL SUMMARY
Proactive, energetic, organized, self-driven service professional with a strong background in Automotive, Service Advising, Supervising, Management, Customer Service, Banking, Financial and Retail Services. Effective in group presentations and one-on-one negotiations as a way to achieve sales closing. Ability to open doors, build rapport, initiate and close sales offerings. Analytical and quick in problem solving and troubleshooting assignments ensuring viable solutions to myriad situations. Work well under stressful situations. Excellent oral and written communication skills in Spanish and English.
ACCOMPLISHMENTS
One of my latest accomplishments has been at my latest job, for the first time in the history of the Walmart Auto Center of Elverson, Pa. The shop has made it for two consecutive years as one of the top rated service centers as per CarFax reviews. When I first started working here someone once told me about the bad reputation that my job had and my response to that person was that all that was about to change as I had it as one of my personal goals and I can proudly display the signs to this day to proof that positive change can occur with the right leadership and if your team is willing to work with you.
WORK HISTORY
February 2021 - Current
Auto Care Center Service Manager, Walmart
Part of my duties include but are not limited to being in charge of the shop, as the leader of the technicians and the service writers
To make sure all procedures and repairs get done according to company/automotive standards
As a service manager I am constantly overseeing and getting involved with the all daily shop operations and on many occasions acting as the service writer as well
Making sure all the add on products get offered as well as our promo products for the month and featured services.
February 2021 - December 2021
Bilingual Supervisor NJ Covid-19 Project, Staff Management (SMX) Xtend Health Services
Part of my duties included but were not limited to making sure that all guidelines listed below were followed on a daily basis by utilizing tools like Twilio, Zendesk, Collect Net, Skype Outlook and Google Meet to monitor and screen calls to ensure quality control, daily team meetings, coachings as well as new project implementations
Follow all scripts, policies and procedures provided by Xtend, and comply with Xtend and Xtend Client's training regarding confidential information related to personal information
Answer inbound calls from state consumers on the COVID-19 virus, register consumers for the vaccination and schedule appointments in the state provided system
Provide consumers with additional resources and other help lines
Make reminder calls to potential recipients who have previously registered but not scheduled a vaccine appointment
Contact targeted populations for registration
Make reminder calls to those who missed or have not scheduled a second dose vaccine appointment
Record information in the online, secure client management system
Report appropriate information to leadership to assist with decision making, situational awareness and appropriate interventions to control outbreaks.
August 2020 - February 2021
Full-Time Shift Supervisor, Autozone
Assisted Store Manager with supervising, training and developing store personnel
Assumed responsibility for the store operation and commercial department in the Commercial Sales Manager and Store Manager's absence, on assigned shifts
Assisted with management of the Commercial and Hub Departments, to ensure commercial accounts and stores are serviced and deliveries are made as promised
Delegated and ensured store merchandising tasks were completed in a timely manner
Operated cash registers and followed established cash handling duties, including but not limited to deposits, petty cash and lane accountability
Ensured all company policies, and loss prevention procedures were followed
Utilized ZNET to help customers located merchandise or were able to find suitable alternatives
Maintained a safe working environment while ensuring AutoZoners were implementing those practices including Personal Protective Equipment
Monitored cash flow, inventory and security control
Maintained sales productivity, store appearance and merchandising standards
Conducted and reviews all opening and closing procedures
Managed emergency situations and conducted proper emergency procedures
Provided feedback regarding AutoZoner performance to the store manager
Assisted with monitoring and managing all activities related to Risk & Safety Management to maintain a safe work environment
Addressed customer concerns and resolved them with a goal of turning a complaint into a compliment
Processed returns and effectively managed inventory
Communicated AutoZoner issues and concerns to the Store Manager in a timely and confidential manner
Motivated AutoZoners to provide WOW! Customer Service, enhanced productivity levels and market products to enhance sales and profits.
July 2018 - August 2020
Retail and Commercial Sales / Customer Service / Key Holder, Advance Auto Parts
Responsible for assisting out all customers as well as to perform, OBD2 basic code reading, battery testing and installations
Provide our customers information about new promotions and sales
Responsible for placing special orders for our customers
Assist management by helping in performing weekly inventory cycle counts
Arrange and restock the aisles and keep the work area clean and neat
Provide an Excellence customer service to all our Retail and Commercial line
Responsible for all operational closing procedures, end of day register check out and deposits after store closing.
August 2015 - February 2016
Commercial Customer Service and Technical Support, Comcast Business
Responsible for providing superior technical support & service to small and medium business customers by promptly answering inquiries, providing accurate information while troubleshooting and problem solving with customers
Provide prompt resolution to customers via telephone and/or email to assist with a variety of customer inquiries and issues
Strive for First Call Resolution while handling all issues with urgency, ownership and accountability
Perform complex diagnostic troubleshooting to resolve voice, video & data service issues
Fulfill client requests to make changes to their Comcast Business Class Services including voice, video & data products
Leverages a variety of software applications to manage customer account information and diagnose and resolve technical difficulties
Communicate effectively with customers in a professional manner while setting accurate expectations for issue resolution
Recognize and diffuse difficult customer situations utilizing all resources, interpersonal and negotiating skills to come to resolution
Act as a product consultant to business owners by articulating product features and benefits and making recommendations for new lines of business, upgrades or other services based on customer needs/interests
Supports growth of Comcast Business by introducing customers to new products, higher tiers of service, etc
On all eligible calls.
May 2013 - May 2015
Bilingual Customer Service / Tech Support and Sales Advisor, Onyx Enterprises
Responsible for delivering the Onyx experience to every customer by overturning and diffusing customer frustration and turning it into a 100% satisfied and a repeat customer by striving to deliver one call resolution for every customer
Provide our customers with information and installation assistance for our products
Responsible for processing exchanges, cancellation and returns requests for our customers
Responsible for contacting our vendors and suppliers for our customers
Responsible for following up and communicating with the proper internal departments any order changes to make sure they get taken care of in a timely matter and accurately to help ensure and minimize any delays that could prevent us from delivering the “Wow” experience we promise to every single one of our customers
Provide excellent customer service by changing customer's lives one phone call at the time.
October 2011 - May 2013
Customer Service Advisor, The Pep Boys
Responsible to ring purchase and returns transactions for customers as well as write up service work orders
Provide our customers information about new promotions and sales
Responsible for placing special orders for our customers
Provided customer service by attending customers by phone and in the store
Arrange and replenish the aisles and keep the work area clean and neat
Provide excellent customer service.
August 2002 - June 2009
Customer Service Specialist, Pepco Holdings Inc.
Provided information about new promotions and services
Set up new accounts, installations and disconnections
Provided our customers with their account information
Correct demographic information and take payment by credit card and checking account
Analyzed high balance bills for customers to ensure customer satisfaction
Responsible for handling emergency calls such as gas leaks and power outages
Responsible for retrieving voice messages and responding in a timely manner via email, fax or outbound calls
Responsible for making collections calls.
EDUCATION
January 2012
Graduated and Certified Automotive Technology Program
Automotive Training Center, Warminster, PA
January 1996
A.D. Mechanical Engineering Technology
University of Puerto Rico, Carolina and Bayamon Campus
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J
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Johnny Gonzalez
******@*****.***
Narvon, PA 17555
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