Luis Eduardo Gonzalez Garcia

• Developed strong relationships with key business clients, ensuring their needs were met consistently and promptly.
• Followed through with business clients' requests to resolve problems.
• Took ownership of customer issues and followed problems through to resolution.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Collaborated with upper management to improve customer service processes and support structures company-wide.
• Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
• Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
• Facilitated cross-departmental meetings to ensure cohesive customer service strategies.
• Conducted monthly customer satisfaction surveys to identify areas for improvement.
• Collaborated with the IT department and field technicians to maintain positive customer relations by addressing problems head-on and implementing successful corrective actions.

Responsible for the management of the operations, maintenance, and oversight of the designated Homeowner Association, including, but not limited to, the specific tasks outlined below. I was proactive leader with boards of directors in taking a proactive approach to maintenance, financial forecasting, and planning for the future of client communities. Always think through Board Members’ positions and provide them with comprehensive information, anticipating their questions before asking them to render decisions, which is key to Leadership Management.

Master operative management of the company’s online reservation system for around 900 active students and 35 tutoring staff members in five face-to-face class branches and one online classes branch; analysis of key statistics regarding overall satisfaction with service and classes, the popularity of levels and schedules, attendance versus absences; reorganizing the schedules according to statistical analysis and optimization of the tutoring department workforce distribution.

Training new English teachers in the accelerated learning methodology, attending to customers with problems ranging from the comprehension of the program's key tools, delayed learning due to misuse or lack of use of said tools, and attendance recommendations, working alongside the Sales, Administration, and Billing departments to meet the company's goals and maintain customer satisfaction during their course above 95%, which is reflected in the percentage of people who pay their monthly payments and the rate at which they advance to the next level.