Customer Service Care

L u i s G o n z á l e z

Kissimmee, FL • 248-***-**** • ****.*****@**********.***

Multifaceted and bilingual customer service and sales professional with over 10 years of experience in inbound/outbound call centers, disaster assistance, and business-to-business sales. Background includes federal contract work, utility customer care, CRM systems, and security-sensitive environments (FEMA, DHS). I am skilled in active listening, de-escalation, remote work environments, and cross- functional team collaboration. Strong verbal and written communication skills in both English and Spanish. Known for reliability and professionalism across fast-paced and high stakes service environments. Commended for achieving top call quality scores, handling confidential information, and providing thorough support to diverse client populations. Committed to continuous improvement, refining sales follow-through to boost client retention. Ready to bring a growth mindset, customer-first attitude, and adaptability to a forward-thinking team.

E x perience

2024 – 2025 (SEASONAL CONTRACT) FEMA (VIA MIDTOWN PERSONNEL) Disaster Assistance Agent (Bilingual) Remote

o Processed inbound calls for Individual/Household Disaster Assistance. De-escalate incoming calls. o Register applicants, verify identity & document eligibility (housing, personal property, transportation) o Identify, Navigate and Apply extensive SOP library for adequate assistance. o Guided users through FEMA Web Portal and supported users with documentation uploads. o Sustained near 100% weekly and random call quality score. o Security certification for handling Sensitive PII Data and Unclassified information. 2024- CORIX UTILITIES (VIA LASALLE NETWORK)

Customer Service Specialist Remote

o Handled customer service for multiple state water utilities. o Initiated/terminated services, set up payment plans, resolved account issues. o Followed state-specific utility guidelines; resolved technical/account issues. 2022 BETTER BUSINESS BUREAU

Outbound B2B Sales Representative Longwood, FL

o Prospect, Qualify, and Present BBB accreditation services to existing businesses. o Outbound follow-ups to complete accreditation process. o Closed deals in English and Spanish. Processed CC payments. 2019– 2022 HYDROMAX USA

Customer Service Specialist Brighton, MI

o Scheduled Mandatory Gas/Sewer Safety Inspections appointments o Maintained technician calendar for various state inspection areas o Resolved urgent service escalations; averaged 100+ daily calls, mostly outbound 2017 – 2019 PSI CONTACT

Consumer Relations Specialist West Bloomfield, MI o Trane, American Standard, Ameristar HVAC customer support specialist, clients in U.S./Canada. o High pace incoming call center, average 100-110 calls o Warranty claims, product complaints, dealer complaints to document and apply SOP protocols. o Product specialist, minor service troubleshooting, escalate accordingly. 2015 – 2017 CODE GREEN SOLAR

Solar Sales Consultant

o Call, Prospect, Attend/ Close assigned home sales appointments for solar PPA’s (leasing) o Acquire, vet and transmit needed criteria for PPA qualification through proprietary CRM. o Trained and supported peers.

o Handled follow-ups and redirected service issues. 2012 – 2015 LIGHTHOUSE TRANSLATIONS

Int’l Sales Account Executive Isabela, Puerto Rico o Prospect, Quote, Close sales for translation and simultaneous conference interpretation services. o Implemented new CRM migration

o U.S. / Latin American accounts.

Skills

o Bilingual: English & Spanish

o Customer Service, Customer De-escalation & Conflict Resolution o Inbound & Outbound Call Handling

o Disaster Assistance & Crisis Response (FEMA)

o CRM Systems: Salesforce, Soho, ICCOS, CGS

o Federal Documentation & Identity Verification

o Sales & Client Retention (B2B & B2C)

o Security-Cleared PII & Sensitive Info Handling o Microsoft Office Suite Teams Google Apps

o Remote Work & Call Center Efficiency, Strong Interpersonal Skills E ducation

STATE UNIVERSITY OF NEW YORK STONY BROOK NY

Graduate level courses

UNIVERSITY OF PUERTO RICO AT RIO PIEDRAS

Bachelor of Arts in Psychology University of Puerto Rico Río Piedras, PR UNIVERSITY OF PUERTO RICO AT AGUADILLA

Minors Business Administration University of Puerto Rico Aguadilla, PR Courses, Seminars & Conferences

Security Certification for Sensitive Information (FEMA, DHS): OPSEC Awareness, Insider Threat, Cyber Awareness Challenge Critical Thinking & De-escalation Courses Homeland Security: Unclassified Disclosure Training

De-escalation Review- HUSA Critical Thinking- LinkedIn Note: Other Job References available.

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