Sean Gonzalez

Key Accountability:

• Analyzed customer service data to identify and address customer service issues, resulting in improved Customer Experience.
• Interacting with Omega CS B2B customers, via phone, email and internal systems, in response to product or CS (Customer Service) requests in a profession, accurate; timely manner. Act as the voice of the brand.
• Performing administrative tasks and procedures that guarantee customer satisfaction and repair lead-times recommended by Omega (HQ)
• Accurate processing of required operational tasks related to Omega spare parts.
• Working in collaboration with Omega CS technical colleagues in lean (one-piece-flow) operational concept.

Key result area:

Spare parts:

• Analyzed customer service data to identify and address customer service issues, resulting in improved customer experience.

B2B Clients:

• Omega Boutiques
• Omega SSPD partners
• Omega Wholesale retailers

Administration:

• Process Omega Swiss repairs
• Take pictures of Omega timepieces

Onsite support:

• Providing support and guidance with OSHC products and services, liaison between students and retail staff. Training staff on OSHC products and services.

Facilitator/Trainee:

• Training a team of 6. Ensuring the quality of training is held up to quality standards. Training on how to deal with tough conversations, systems and procedures.

Email Correspondence:

• Problem solving members enquiries, from policy maintenance, sales inquires, terminations, adjustments and claims.

Case Management:

• Ensuring unresolved cases have been amended. Dealing with internal and external stakeholders; Hospitals, GP's, Radiologist, Pathologist, Claims department & Operations Team.

Handling OSHC online messaging service:

• Specialized online platform for OSHC members, supporting them with txt messaging service.

Virtual Campus Support:

• Video conference support.

Inbound Customer Service Inquiries:

• Understanding, guiding and problem solving members inquiries.
• Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.

• Coordinating delivery crew to ensure the effectiveness and efficiency of the stock room.
• Ensuring rosters are to be completed 3 weeks in advance.
• Invoicing and stock data entry using pronto.
• Processing special order requests and delivery.
• Updating, correcting stock error's with fortnightly detailed reports.
• Key Accountability:

Key Accountability:

• Digging trenches, unloading building materials, and preparing job sites.
• Demolished structure's using electrical equipment, and manual operations; hammer, and other tools.
• Following health and safety procedures, by ensuring the safety of nearby personnel and property.
• Mixed and applied mortar and concrete.
• Contributed to successful completion of projects by following instructions from supervisors and adapting to changing priorities.
• Completing projects on time and within budget.
• Promoted a positive work environment by demonstrating strong teamwork and communication skills.

Internal & External Communications:

• Client communication - email inquires, messaging and online chat.
• Developed an e-commerce platform that integrated with payment gateways and enabled customers to purchase products online.
• Reviewing and editing monthly internal newsletter.

Daily Operations Management:

• Account maintenance deliveries and returns.

Product data entry:

• Updating product information, specifications for our Ebay account.

Account Management:

• Beyond Group Account: Supplying furniture to our Airbnb account in Sydney. I was managing logistics, returns and new product sales.

• Apply industry knowledge to address customers needs and wants
• Resolving customers issues and disputes.
• Developing and maintaining customer relationships.
• Outside work learning - Nike SKU in-house training.
• Key Accountability:

• Safely and effectively delivered multiple passengers daily.
• Demonstrated proficiency in navigation, utilizing apps to determine the best routes.
• Maintained a clean and safe vehicle to enhance passenger experience. Consistently received high ratings from passengers for excellent communication and service.
• Maintained a driver log and tracked fuel consumption to ensure compliance with regulations.
• Key Accountability: