Customer Support Service

RICARDO SM GONZALEZ

Layton, Utah ***** 801-***-**** ***************@*****.***

PROFESSIONAL SUMMARY

Versatile and technically skilled professional with a broad background in customer support, mechanical work, and operational management. Proven record of delivering high-quality customer service and operational results, with additional expertise in remote troubleshooting, network setup, and AI development. Passionate about technology, growth, and continuous improvement as both a professional and individual.

SKILLS

Technical Troubleshooting

Customer Empathy and Engagement

Verbal Communication and Sales

Process Improvement and SOP Development

Data Tracking and Analysis

Network Engineering Basics (Fiber-to-Home Installations, Routers, Mesh Systems)

Proficiency in Software (Zendesk, Shopify, CX One) and Coding (Python)

EXPERIENCE

Tier 2 Customer Support Specialist

RAD Power Bikes Remote/WFH May 2024 – November 2024 (Seasonal Contract)

Consistently ranked as the top sales performer in bike sales, while achieving the highest customer satisfaction scores in first-contact resolutions.

Awarded a RAD Power Bike in a sales competition as recognition for outstanding performance.

Delivered empathetic, customer-centered support via multiple channels, utilizing Zendesk and Shopify, while excelling in a fully remote, autonomous work environment.

Lead Installer and Job Manager

Utah Kitchen and Bath Ogden, Utah May 2019 – August 2023

Managed all customer interactions, timelines, and installations, often working closely with homeowners to ensure satisfaction and secure additional savings.

Led custom cabinetry installations and bathroom remodels, maintaining quality standards and craftsmanship.

Served as the primary customer support representative, addressing issues proactively and ensuring project success.

Production Manager and worker

Wind River Timber Co. May 2021-August 2023

Oversaw production and shipment of products from fine tuning texture on the wood, to

getting the color to the customers specific wants and needs. working with a crew of up to 12 and 2-4 machines going at once.

Lead Grower

Private Indoor Garden Steamboat Springs and Hayden Colorado June 2014 – May 2019

Progressed from Trim Crew Member to Lead Grower, managing 250-900 depending on time of year, plants and a 3,000 sq. ft. facility.

Developed harvest plans, collaborating with facility owners on production goals, and tracking plant data using spreadsheets.

Supervised feeding schedules, plant care, and managed a crew of up to 16 during harvests, ensuring yield targets were met consistently.

Cold Calling Agent

Survey Sampling International March 2013 – May 2014

Conducted surveys for political campaigns, customer satisfaction (e.g., PetCo), and healthcare services, adhering to HIPAA standards.

Wrote and refined scripts for clarity and engagement, maintaining a top-3 position on the leaderboard for productivity and quality.

Delivery Driver

China Fortune Layton, Utah 2011 – 2013

Delivered orders, enhancing customer satisfaction through positive interactions and attention to service details.

Built rapport with customers, increasing tips and fostering repeat orders through a customer-first approach.

OTHER RELEVANT EXPERIENCE

Network Engineering: Experience with Fiber-to-the-Home installations, configuring client networks, and installing equipment like wireless routers and mesh systems.

Technical Projects: Hobbies include building custom keyboards, assembling PCs, and programming in Python.

AI Development: Currently training AI models for predictive analysis in various domains, such as financial markets and societal trends.

EDUCATION

High School Diploma, Northridge High School, Layton, Utah

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