Customer Service & Assistant Shift Leadership
Resume:
PROFESSIONAL
SUMMARY
SKILLS
WORK HISTORY
MARIA GONZALEZ
BROWNSVILLE, TEXAS 78521 956-***-**** ***********@*****.*** WWW: BOLD PROFILE
Dynamic professional with a strong customer service focus and proven problem-solving abilities, honed at Conns. Skilled in employee training and staff motivation, I successfully enhanced customer satisfaction and operational efficiency. My adaptability and effective communication fostered a positive work environment, driving team performance and achieving significant improvements in service delivery.
• Customer service focus
• Workplace safety
• Employee training
• Staff motivation
• Decision-making capacity
• Customer service
• Problem-solving abilities
• Multitasking Abilities
• Reliability
• Excellent communication
• Critical thinking
• Organizational skills
• Effective communication
• Adaptability and flexibility
• Staff management
NOVEMBER 2018-MARCH 2025
Assistant Shift Leader South West Keys Brownsville, TX Ensured child safety through diligent supervision and adherence to established protocols.
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Administered first aid when necessary, maintaining a calm demeanor during emergencies and handling situations effectively.
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Applied positive behavior management techniques to enhance social interactions and emotional development.
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Taught children to organize toys, wash hands, and share by leading by example.
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Enforced rules and managed behavior through
developmentally appropriate discipline.
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• Encouraged children's emotional and social development.
• Provided support and guidance to children in conflict resolution. MAY 2017-MAY 2018
Bilingual CSR Maximus Brownsville, TX
Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
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Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
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Answered constant flow of customer calls with minimal wait times.
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Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
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Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
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Investigated and resolved customer inquiries and complaints quickly.
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• Delivered prompt service to prioritize customer needs. Maintained up-to-date knowledge of product and service changes.
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Responded to customer requests, offering excellent support and tailored recommendations to address needs.
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Educated customers about billing, payment processing and support policies and procedures.
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FEBRUARY 2010-MARCH 2018
Operations Manager Conns Brownsville, TX
Supervised operations staff and kept employees compliant with company policies and procedures.
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Empowered employees to take ownership of their
responsibilities, leading to increased accountability and improved performance outcomes.
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Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
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Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
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Developed and maintained relationships with external vendors and suppliers.
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Led hiring, onboarding and training of new hires to fulfill business requirements.
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Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
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Identified and resolved unauthorized, unsafe, or ineffective practices.
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EDUCATION
LANGUAGES
Developed and implemented strategies to maximize customer satisfaction.
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Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
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Directed initiatives to improve work environment, company culture or overall business strategy.
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Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
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MAY 2003
High School Diploma
Rivera High School, Brownsville, TX
Spanish
Native or Bilingual
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