Technical Support Field Service

Keith Gonzalez

********@*****.*** Jacksonville, FL, US 904-***-****

PROFESSIONAL SUMMARY

When I communicate to the client, that i am genuinely concerned with what is important to them, and what's in their best interest. They are receptive to my recommendations, and responsive to my request. WORK HISTORY

Technical support at Citibank

September 2014 - April 2025 (11 Years)

Worked with over 70 credit cards, assisting customers with gaining online access and registration. Troubleshooting for laptop, desktop, iPad and mobile devices. Researched for discrepancies and disputes. Performed complex linking of multiple credit card and bank accounts. Assisted card member, making payments online, over the phone, mobile device and setting up auto-pay. Facilitated annual account summary. Practiced synergy with multiple departments. Teamwork.

Loan Processing at PHH Mortgage

January 2012 - June 2014 (2.5 Years)

Loan processing for all third party Verifications, Payoffs, Insurance, Subordinations and scrubbing loans for all Docs required for closing. At different times would be assigned to a specific team of ten Loan processors with an average of fifty loans in their pipeline and all at different stages of the process. This position is demanding and requires focus, attention to detail and a sense of urgency. Developed policy and procedure for recycling paper, which resulted in the company saving over 25,000. Annually in paper products. South East Regional Field Service Rep at ASM DIRECTV January 2008 - January 2012 (4.5 Years)

Area of responsibility was from Texas to North Carolina to Florida. Monitored the activity of 25 system operators and conducted nationwide call center training s with over a hundred agents at each center and worked closely with Passive devices and Connexions. One of my operators increased productivity by 300 . Developed incentive contests and coordinated events and enrolled leasing agents in sign and splurge (a reward program for referrals.) Motivated, encouraged, coached and developed these operators to drive penetration and enlarge their territory. u00a0These operators had from 15 to 50 properties with as many as 500 to 1500 units at each property. During this time DIRECTV experienced u00a0the best quarter in 7 years. Received reward (Knocking it out of the park) from DIRECTV for coming out u00a0ahead of the North and Western region eight months in a row.

EDUCATION

THE WAY College of Emporia -

Graduated 1984-01-01

Theology

Lake City Community College -

Graduated 1995-01-01

Business Administration and Management

SKILLS

Microsoft Word, To complete

Microsoft Excel, To complete

Technical Support, To complete

Call Centers, To complete

Mortgage Loans, To complete

Mobile Device Management, To complete

Field Service Management, To complete

Problem Solving, To complete

Loans, To complete

Microsoft Office, To complete

Microsoft PowerPoint, To complete

Service Orientation, To complete

Attention To Detail, To complete

Team-working, To complete

LANGUAGES

English, Native/Bilingual

CERTIFICATIONS

Award from DIRECTV "Knocking it out of the park" for coming in ahead of the north and the south region.

SOCIAL NETWORKS

Linkedin, http://www.linkedin.com/pub/keith-gonzalez/46/630/321/ ABOUT ME

I have a drivers license

I have management experience: 1 years

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