Prevention Agent Center Representative
Resume:
Desiree Gonzales
Grand Prairie, TX 75052
********@*****.***
Cell 469-***-****
I am a committed and motivated professional with exceptional management and customer service skills as well as a strong work ethic. Objective
Seeking a career with a company that will allow me to utilize my skills and allow me to further my
education.
Computer Software and Programs:
Xero
Adobe Photoshop
Acrobat
Tableu
OpenOffice
Google Slides
Power Point
Concur
Intel guide
ADP
Fairsail
Microsoft Office
Outlook
Excel
OneNote
Access
MS Acces
Oracle
Word
Adobe
Peachtree
QuickBooks
POS systems
Content Management Systems (CMS)
Analytics
Skills Summary:
Warehouse Management
Executive Assistant
Human Resources
Sales
Staff Development and Training
Accounting
Security and Loss Prevention
Operations Management
Customer Care service call center
Tax preparation
Auto mechanic knowledge
• SELF TAUGHT- Knowledgeable Automotive Mechanic that is proficient in problem solving
complex and basic auto repairs and issues while consistently delivering quality service. Possesses
hands-on experience in engine and other major train repairs and replacement. Certified in brakes,
front end components and suspension.
Licenses-
PTIN – Tax preparation
Level 2 Security License
Level 3 Security training Commissioned Officer through Texas Handgun Academy
Level 4 P.P.O Private Investigator Licenses Completed & Sponsored through Dallas Security
Academy
Level 3 and 4 Renewed through USSI security
• O.C, Baton Training
• CHL certified
Education-
Job Corp - McKinney, TX 2007-2008
• Security and Business office technology
North Lake College - Irving, TX 2007- 2009
• Associate of Science in PSYCHOLOGY
University Of Phoenix- Arlington, TX 2013-2015
• Bachelor of Science in Psychology
2015-2015
• MedVance - Grand Prairie, TX 2009-2010
• Medical Assistant
• Medical billing
• Medical Coding
Professional Experience/Job History-
CRC Automotives & Transmissions
11/2010 to 2022
• Customer Care, call center inbound and outbound
• Diagnosis and Repair
• Preventative maintenance
• Automotive Technician
• Transmission diagnosis, removal, repair and reinstall Specialized and maintained Customer care and accounts. Provided customer with in-depth maintenance needs and options. Performed proper diagnosis and test to determine repair. Part location and order.
Performed minor and major automotive maintenance and repairs including overhauls.
USSI Security 06/2014 to 02/2016
• Executive Aide
• Intelligence Analyst
• Licensing
• Accounts payable and receivable
• Sales
• Training
• Human Resource assistant
• Compose, coordinate and manage accounts payable and receivable to exceed quality
service goals
• Cross-trained customer service managers and assign ownership of teams
• Managed workflows to schedule employees to cover peaks & Hulls
• Company Liaison for inter-department/customers, creating better communication in
customer support
• Scheduling of travel arrangements
Sterling 12/2011 to 06/2014
• Call center representative
• Development Lead
• Department Lead
•Customer Care, Accounts, issues, Managed services and plans. Fed-Ex Freight 08/2007 to 12/2011
• Productivity manager
• Dock Supervisor
• Forklift
• Asset orders and management
• Manage material flow & manpower to hit company targets & improve operational
efficiency
• Manage products for specific routes according to manifest, storage and order fulfillment
to meet customer requests.
• Facilitate to customer & supervisors, all emergencies & bad weather delays to schedule
any changes
American Citadel Guard 03/2008 to 10/2012
• Lead Security Officer
• Monitored and authorized all vehicles, cargo trucks & visitors to the property
• Analyze & investigate all incidents, suspicious activities, criminal acts & rule infractions
• Monitor & Conduct investigations of significant threats, loss or misappropriation of
assets & security issues and facilitate appropriate actions to be taken.
• Monitored contractors in the design, construction and startup phases of security systems
• Inspect security design, installation & programs to verify compliance standards &
regulations are met
• Monthly security audits to identify potential problems to security, staff & asset safety &
protection
• Created security operating procedures and training materials for HR UPS 04/2005 to 12/2012
Dallas and Mesquite location
• Yard Inspector
• Lead Inspector
• Yard Supervisor
• Topsie Rail yard Inbound/Outbound
• Dispatch Inbound/Outbound
• Improved initiatives to increase & motivate operational efficiency Managed a warehouse team of 32 employees
• Managed scheduling of 105 warehouse employees
• Managed the organization of the warehouse to meet OSHA safety standards
• Forklift Operation
Wal-Mart 01/2001 to 03/2007
• Loss Prevention Lead
• Level-7 Manager
• CSM
• Loss Prevention Agent
• Garden Center Lead
• Stockroom, Waste control, Premises clean up
• Key Holder
• Managed sales associates, team leaders, assistant managers and Open/Close procedures
• Interview, hire & train new hires and assign duties as needed
• Manage customer relation issues in accordance with company policies
• Cash/banking management including management of the cash drawers
• Completed profit & loss performance reports and identified potential theft and
apprehended of shoplifters
• Examine merchandise to verify correct pricing & display, increasing profits & lowering
loss.
• SELF TAUGHT- Knowledgeable Automotive Mechanic that is proficient in problem solving
complex and basic auto repairs and issues while consistently delivering quality service. Possesses
hands-on experience in engine and other major train repairs and replacement. Certified in brakes,
front end components and suspension.
Licenses-
Level 2 Security License
Level 3 Security training Commissioned Officer through Texas Handgun Academy
Level 4 P.P.O Private Investigator Licenses Completed & Sponsored through Dallas Security
Academy
Level 3 and 4 Renewed through USSI security
• O.C, Baton Training
• CHL certified
Education-
Job Corp - McKinney, TX 2007-2008
• Security and Business office technology
North Lake College - Irving, TX 2007- 2009
• Associate of Science in PSYCHOLOGY
University Of Phoenix- Arlington, TX 2013-2015
• Bachelor of Science in Psychology
2015-2015
• MedVance - Grand Prairie, TX 2009-2010
• Medical Assistant
• Medical billing
• Medical Coding
Professional Experience/Job History-
CRC Automotives & Transmissions
11/2010 to 2022
• Customer Care, call center inbound and outbound
• Diagnosis and Repair
• Preventative maintenance
• Automotive Technician
• Transmission diagnosis, removal, repair and reinstall Specialized and maintained Customer care and accounts. Provided customer with in-depth maintenance needs and options. Performed proper diagnosis and test to determine repair. Part location and order.
Performed minor and major automotive maintenance and repairs including overhauls.
USSI Security 06/2014 to 02/2016
• Executive Aide
• Intelligence Analyst
• Licensing
• Accounts payable and receivable
• Sales
• Training
• Human Resource assistant
• Compose, coordinate and manage accounts payable and receivable to exceed quality
service goals
• Cross-trained customer service managers and assign ownership of teams
• Managed workflows to schedule employees to cover peaks & Hulls
• Company Liaison for inter-department/customers, creating better communication in
customer support
• Scheduling of travel arrangements
Sterling 12/2011 to 06/2014
• Call center representative
• Development Lead
• Department Lead
•Customer Care, Accounts, issues, Managed services and plans. Fed-Ex Freight 08/2007 to 12/2011
• Productivity manager
• Dock Supervisor
• Forklift
• Asset orders and management
• Manage material flow & manpower to hit company targets & improve operational
efficiency
• Manage products for specific routes according to manifest, storage and order fulfillment
to meet customer requests.
• Facilitate to customer & supervisors, all emergencies & bad weather delays to schedule
any changes
American Citadel Guard 03/2008 to 10/2012
• Lead Security Officer
• Monitored and authorized all vehicles, cargo trucks & visitors to the property
• Analyze & investigate all incidents, suspicious activities, criminal acts & rule infractions
• Monitor & Conduct investigations of significant threats, loss or misappropriation of
assets & security issues and facilitate appropriate actions to be taken.
• Monitored contractors in the design, construction and startup phases of security systems
• Inspect security design, installation & programs to verify compliance standards &
regulations are met
• Monthly security audits to identify potential problems to security, staff & asset safety &
protection
• Created security operating procedures and training materials for HR UPS 04/2005 to 12/2012
Dallas and Mesquite location
• Yard Inspector
• Lead Inspector
• Yard Supervisor
• Topsie Rail yard Inbound/Outbound
• Dispatch Inbound/Outbound
• Improved initiatives to increase & motivate operational efficiency Managed a warehouse team of 32 employees
• Managed scheduling of 105 warehouse employees
• Managed the organization of the warehouse to meet OSHA safety standards
• Forklift Operation
Wal-Mart 01/2001 to 03/2007
• Loss Prevention Lead
• Level-7 Manager
• CSM
• Loss Prevention Agent
• Garden Center Lead
• Stockroom, Waste control, Premises clean up
• Key Holder
• Managed sales associates, team leaders, assistant managers and Open/Close procedures
• Interview, hire & train new hires and assign duties as needed
• Manage customer relation issues in accordance with company policies
• Cash/banking management including management of the cash drawers
• Completed profit & loss performance reports and identified potential theft and
apprehended of shoplifters
• Examine merchandise to verify correct pricing & display, increasing profits & lowering
loss.
Contact this candidate