rosa gonzales

regional customer specialist

About

International Business professional specialized in Latin America Operations. Decisive, action and results oriented with a track record of excellent external and internal customer focus, support and sales operations. Recognized strengths in leading, problem solving and contract negotiation. Instrumental contributor at leading a teams and driving performance and delivering results

Country

united states

City

austin

Industry

graphic design

Skill

team management, cross functional team leadership, management, sales operations, team building, process improvement, customer support, microsoft office, microsoft excel, customer service, team leadership

Experience

global dispatch customer operations manager

hewlett-packard

1997-8 - 2003-11 · 6 yrs 4 mos

Managed and wrote employee performance reviews and development plan. Ensured customer satisfaction by identifying areas for improvement and providing solutions. Participated in duty manager rotation to provide escalation support as needed. Visited US and Latin America customers. Trained Latin America Field Support organization to use the the world wide problem management application and adopt global customer support practices. Redefined and streamlined processes to improve case handling efficiency with a quicker customer response and improved customer satisfaction. - Received award for assisting other managers in their absence.

call management system process manager

hewlett-packard

1994-3 - 1996-9 · 2 yrs 7 mos

Represented a group of users worldwide in proposed call management system and ensured no functionality would be lost when moving to new application. Wrote and implemented processes and procedures for new call management system. - Recognized as "Subject Matter Expert" in training and assisted in deploying and implementing call management application in Europe, US, Australia and Japan. - Received Shining Star Award from the Director of Services for assisting in the deployment and implementation of the problem management application on time in the UK and US.

americas csr team manager

national instruments

2009-6 - 2011-3 · 1 yr 10 mos

* Managed and wrote employee performance reviews and development plan. Ensured customer satisfaction by identifying areas for improvement and providing solutions. Participated in workforce rotation to provide escalation support as needed. * Member of the Austin Contact Center Association * Recognized for Outstanding Performance * Received award for assisting with IPD shipping implementation

latam customer operations team manager

national instruments

2005-10 - 2009-6 · 3 yrs 9 mos

international customer service representative

national instruments

2004-3 - 2005-10 · 1 yr 8 mos

regional customer specialist

national instruments

2011-3 - Present · 15 yrs 7 mos

Since 1976, NI has made it possible for engineers and scientists to solve the world's greatest engineering challenges with powerful, flexible technology solutions that accelerate productivity and drive rapid innovation. Customers from a wide variety of industries—from healthcare to automotive and from consumer electronics to particle physics—use NI's integrated hardware and software platform to improve the world we live in.NI empowers customers with off-the-shelf software such as LabVIEW and modular cost-effective hardware while selling to a broad base of more than 35,000 companies worldwide. Not one industry represents more than 15 percent of revenue. Headquartered in Austin, Texas, NI has approximately 6,400 employees and direct operations in more than 40 countries.