Michelle Gonzalez
Watertown
Summary
Results-driven Support Manager experienced in enhancing workflows and procedures to maximize team success. Delivered high productivity and efficient task completion through strong leadership in customer relationship management and conflict resolution. Focused on fostering communication and problem-solving to elevate team performance and customer satisfaction.
Overview
21
21
years of professional experience
1
1
Certification
Work History
DSC support manager
Human Services Agency
Watertown
01.2021 - 03.2026
- Managed daily operations of the customer service department, including staffing schedules and resource allocation.
- Oversaw daily operations of support services, ensuring alignment with diverse client needs.
- Resolved escalated calls from customers, providing specialized knowledge and assistance.
- Coordinated case management efforts between clients and service providers.
- Trained and mentored staff on program guidelines and best practices.
- Recruited and trained personnel, fostering a motivated and capable support team.
- Managed daily operations of support services for diverse client needs.
- Handled escalated calls from customers requiring additional assistance or specialized knowledge.
- Maintained accurate records of all customer interactions and transactions.
Store Manager
Prairie Rose Trading Company
Watertown
05.2016 - 03.2018
- Managed daily store operations and staff scheduling to ensure efficient workflow.
- Trained new employees on store policies and customer service standards.
- Oversaw inventory management, including stock ordering and loss prevention strategies.
- Implemented visual merchandising displays to enhance product visibility and appeal.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
Manager
Country Inn & Suites By Radisson
Watertown
02.2005 - 08.2015
- Oversaw daily operations and ensured compliance with company standards.
- Managed staff scheduling and coordinated training for new employees.
- Directed customer service initiatives to enhance guest satisfaction.
- Resolved guest complaints promptly and effectively to ensure a positive experience.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
Education
GED
Pharr, TXSkills
- Case management
- Service delivery
- Escalation handling
- Staff training
Languages
Spanish
Professional
English
Professional
Certification
Medical certified to pass medicine.
Accomplishments
Certificate of Excellence Simply The Best Nominee. Watertown excellence customer service.
References
References available upon request.
Timeline
DSC support manager
Human Services Agency
01.2021 - 03.2026
Store Manager
Prairie Rose Trading Company
05.2016 - 03.2018
Manager
Country Inn & Suites By Radisson
02.2005 - 08.2015
GED