Data Entry & Office Operations Specialist (Remote)

Isaac Gonzales

Cedar Park, TX 469-***-**** ********@*****.***

SUMMARY

A key person in the growth of companies in the last 20 years due to positive and energetic Customer Service Manager skill sets with a strong work ethic and disciplined attitude who is passionate about customers in the technology world. Holds competence levels in troubleshooting, improving service, efficiency, and quality while working on many operating systems for global teams. An exceptional performer with excellent communication skills, detail orientation, and a history in increasing office productivity while identifying opportunities on a customer level for improvement with defined metrics.

EXPERIENCE

March 2023 – February 2025

Tier 1 Mac+ Advisor

• Responsible for handling technical-support questions for Apple customers and partners.

• Provide prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer.

• Responsible for ensuring call resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction.

• Mac+ advisors are expected to retain their Tier 1 iOS knowledge and also assist with overflow of iOs customers. • Dual trained to assist with T1 Mac and T1 iOS calls. WISENBAKER BUILDER SERVICES

January 2021 – December 2021

Order Logistics Data Entry

• Entered flooring and manufactured good selections into computer database within 24-48 hours of receipt.

• Entered in carpet exclusions and request trim estimates.

• Scanned in all documents for each quote entered.

• Entered revisions and or changes and delete old selections when applicable.

• Double checked all selections entered for accuracy.

• Participated in proactive team efforts to achieve departmental and company goals. KELLY SERVICES / KABAM INC February 2020 – December 2020 Level 2 Technical Support & Gameplay Agent

• Served as the first point of contact to handle and resolve player inquiries.

• Achieved customer satisfaction and productivity metrics.

• Utilized CRM tools to investigate and respond to player inquiries.

• Identified and escalated in-game issues for research.

• Informed leadership of status and reported in-game issues.

• Delivered world-class customer service by following established departmental policies, processes, and standards.

• Crafted customized responses to address all facets of player issues.

• Kept up-to-date with the latest game changes and community trends. A PPLE, INC

SUPERIOR FLOORS August 2016 – January 2019

Customer Service & Accounts Receivable Manager

• Hired, trained and managed over 15 employees while coordinating work flow in all Client Relations activities and Accounts Receivable departments.

• Completed annual employee reviews, evaluations, merit increases and promotions.

• Conducted weekly manager meetings and quarterly executive meetings.

• Resolved escalation issues for customers in an efficient manner.

• Supervised the invoicing of customer accounts and the payroll of all field technicians.

• Maintained all office systems, files, and computer databases on customer accounts.

• Cross-trained in multiple departments to assist in workflow & coverage (operations, purchasing, credit, billing and sales) needs.

• Assisted Executive Sales Account Managers in daily duties covering responsibilities while team members were away at conferences and trips.

REDI-CARPET, INC. January 2001– December 2015

Customer Service Manager

• Interviewed, hired, trained, and managed employees within all departments outside of sales.

• Coordinated workflow and load in the office.

• Assisted the General Manager in monthly reports and deck preparations for executive management.

• Reviewed, evaluated, and assisted Office Manager with annual employee reviews and increases.

• Attended weekly manager meetings; and conducted monthly employee awards ceremonies.

• Processed 70%+ of customer service daily data entry events and audit nightly data entry reports to ensure no mistakes each day.

• Ran quarterly physical inventories while delegating inventory duties to all employees.

• Maintained all office systems, files, and computer databases on hundreds of customer accounts.

• Cross-trained in multiple departments to assist in workflow and coverage (operations, purchasing, credit, billing and sales)

• Backup POC for Executive Sales Account Managers while on travel or attending conferences. SOLAR CONTRACT CARPET, INC. (Redi-Carpet acquired) January 1999-January 2001 Customer Service Lead

• Managed customer service departments for branches in Texas, Oklahoma, Arizona and Baltimore.

• Handled all customer escalations, direct contact for Operations and Sales.

• Worked closely with Owner and Dallas Customer Service Manager on status of the departments.

• Trained all new customer service representatives for Texas and assistant trainer for Arizona offices.

• Reviewed, evaluated and assisted Texas Branch Office Manager with budget for employee increases and bonuses.

EDUCATION

COURSERA Online, 2019 IT Support Professional Certificate MARY GRIMES EDUCATION CENTER Carrollton, Texas, 1999 Diploma

Contact this candidate