Ana Gonzalez
Glendale
Summary
Dynamic Operations and Customer Service Manager with a proven track record at Pixior Group, enhancing service delivery and operational efficiency. Expert in critical thinking and Microsoft Excel, I significantly improved customer retention and streamlined processes. Skilled in fostering team collaboration and adaptability, achieving notable increases in productivity and customer satisfaction.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
Craft Clothing Dba Sol Angeles
05.2015 - 01.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information
- Drop Ships (EDI 850 ,855,870)
- data entry, customer set up & purchase orders,style master ,UPC's: submitted to GXS & Intertrade.
- Submit orders & invoices to Factor.
- process returns, credit cards\returns and credit memos.
Customer Service Manager
Pixior Group
07.2009 - 05.2015
- Analyzed customer feedback to identify areas for service improvement and implement changes.
- Developed cohesive unit for enhanced collaboration and service delivery.
- Built strong relationships with key clients to drive repeat business and referrals.
- Established performance metrics to assess team efficiency and service quality.
- handle several 3rd party accounts ( data entry, shipping, returns)
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Generated monthly billing statements with precise account information.
- Worked with multiple departments to check proper billing information.
Operations Manager
Angels Sewing
04.2007 - 07.2009
- Managed departmental budgets by analyzing expenditures and reallocating resources for maximum impact.
- Conducted process audits to identify areas for improvement and implemented best practices.
- Reviewed financial reports, identified cost trends, and adjusted operational strategies accordingly.
- Streamlined operational processes by identifying bottlenecks and implementing targeted solutions.
- Coordinated onboarding processes for new hires, including preparation of materials and orientation schedules.
- Processed timecards and payroll information to ensure accurate employee compensation.
- Answered and redirected incoming phone calls for office.
- Input order information into system and updated customer accounts to document and track customer orders.
- Maintained a high level of accuracy while entering orders into the system, ensuring proper billing and shipping information.
Customer Service Manager
575 Denim Company
03.2001 - 04.2007
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Boosted customer retention rates through exceptional problem-solving skills and relationship
- Created and reviewed invoices to confirm accuracy.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Enhanced team productivity with introduction of flexible working arrangements.
- Reduced customer complaints by proactively identifying and addressing common issues.
- Input order information into system and updated customer accounts to document and track customer orders.
- Generated invoices and shipping labels to properly bill and ship customer orders.
- Expedited urgent orders upon request, ensuring timely delivery while maintaining overall workflow efficiency.
- Collaborated with inventory management teams to ensure adequate product availability for fulfilling orders.
- Improved warehouse efficiency by providing clear and concise instructions for pickers and packers.
Shipping and Receiving Manager
Jenious Corp
10.1996 - 03.2001
- Addressed shipping discrepancies through comprehensive investigations and follow-ups.
- Resolved operational issues by analyzing root causes and implementing corrective actions.
- Implemented procedures for inventory control to reduce discrepancies.
- Cultivated strong team dynamics by implementing regular training sessions.
- Pulled, verified, and packaged items for shipment.
- Managed inventory control with meticulous attention to detail, ensuring accurate stock levels.
- Prepared shipping documents and invoices, processed payments, and fielded client questions.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
- Created effective communication channels between warehouse staff, management, and customers to address concerns promptly and maintain smooth operations.
- Supervised warehouse staff, providing training and guidance to improve overall performance.
- Maintained positive relationships with representatives of UPS, FedEX, USPS, and DHL shipping companies.
- Improved order processing speed by introducing barcode scanning technology into the workflow process.
Education
High School Diploma -
United Education Institute
Huntington Park, CA07-1993
Skills
- Customer service
- Full Circle system
- Aims
- Apparel Magic
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Problem resolution
- Microsoft Excel
- Call center experience
- Microsoft outlook
- Order processing
- Shipping and logistics
- Fluent bilingualism
- Refund processing
- Empathy and patience
- Team collaboration
- Flexibility and adaptability
Languages
English
Full Professional
Spanish
Professional Working
Timeline
Customer Service Representative
Craft Clothing Dba Sol Angeles
05.2015 - 01.2025
Customer Service Manager
Pixior Group
07.2009 - 05.2015
Operations Manager
Angels Sewing
04.2007 - 07.2009
Customer Service Manager
575 Denim Company
03.2001 - 04.2007
Shipping and Receiving Manager
Jenious Corp
10.1996 - 03.2001
High School Diploma -
United Education Institute
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