Jacqueline Gonzalez Email & Phone Number

Manage specialized programs, including settlement agreements and grievance filings, beneficiary care coordination for deceased employees, and disability claims for employees on leave of absence.

University Of Ca

• Manage new employee benefits orientation program for new employees for all campuses and medical centers.• Quality care unit managing escalated inquiries pertaining to employee pay• Oversee the workflow of benefits, payroll and workforce administration transactions to ensure optimal efficiency and maintain high standards of service.• Provide accurate and efficient resolutions to complex and/or escalated issues and inquiries through multiple channels (phone, email, case management) by following appropriate resolution/assessment - methodology (investigating and research), utilizing knowledge management tools, educating employees on products and self-service tools, and determining appropriate course of action or escalation for emerging issues.• Provide direct supervision and guidance to Employee Service staff; monitor and evaluate individual performance.

Rancho Cucamonga, California

• Provide coaching to internal CCC team members on areas specific to excellence in quality, including but not limited to employee performance, quality rating scores, and employee effectiveness and customer interaction techniques.• Provide supervisory oversight and leadership of staff, processes, budget, and procedures for specialists, including managing the execution of short and mid-term plans for operational effectiveness and improvement, and integration with the broader organization, and acting as the first line of escalated employee issues and to provide dispute resolution.• Decision making relating to interpretation and application of policies and procedures and resolve escalated and /or politically sensitive customer issues. • Build and maintain strong working relationships with internal SCE departments/organizations and external companies, collaborating with supervisors and managers on process improvement efforts and sharing best practices.

Ontario, California

Directed teams with agents to ensure daily performance standards and goals met customer service objectives, service delivery requirements, and ensured alignment with business objectives. Managed client issue resolution through escalations relevant to customer interactions. • Insured implementation and maintenance of tools, applications, call center policies, SOPs (standard operating procedures) operating were understood and followed by agents. • Achieved improvements in average handle time and customer satisfaction exceeding all metrics after 1 year with sustained performance by measuring results against metrics and implementing changes based on quality audit results, as well as training evaluations. • Facilitated training improvements and activities for 11K frontline personnel, resulting in 5% increase in 1st contact resolution results within first 6 months by leading employee monthly gap analysis sessions.• Reduced customer complaints 5% in 3 months by coaching, mentoring and providing individuals with targeted refresher training and addressing staff development opportunities; conducted weekly team listening sessions to audit post-transactional customer verbatims.

Ontario, California

Collaborated with senior management and key stakeholders on project development related to international vendor programs. • Effectively led and coordinated project teams of up to 50 members for flawless execution of small to large projects and initiatives such as implementation of help desk, learning management system and specialized customer support centers.• Reduced cost per call and grew from 10 to 18 contact centers in 2014 by managing complex projects including new vendor specialized groups.• Launched 4 specialized queues in 12 months which supported rate changes, enhancement of digital platform, customer self-help options, change in customer support strategy, and call pattern increases.

Ontario, California

Designed training programs and courses to facilitate meeting organizational goals and individual professional needs.• Built effective training program by designing and developing training based on client and staff needs.• Increased volume to contact centers 20% by assisting with development of new hire curricula for changes in support, specialized queues, and ensuring training met client standard and expectations as business needs changed.• Identified opportunities for enhanced customer experience by evaluating effectiveness of training program post-certification; facilitated quarterly instructor feedback sessions for real-time coaching.

Ontario, California

Designated lead for implementation of corporate quality program and standardized policies initiated by company merger. Served as primary contact for issues between care and field operations. Explored opportunities to enhance call strategies and customer experience• Streamlined merger and processes by implementing quality guidelines across 3 contact centers following merger. • Improved handle time and customer response times 5% overall by standardizing 20 policies.• Enhanced knowledgebase usage 17% by eliminating over 1000 obsolete articles.

Ontario, Ca

Project member in charge of planning and organizing call center migration including call center technology. Desigated leader for implementing corporate quality guideliness into So Cal footprint. Led implementation of quality guidelines to newly migrated call centers in SoCal footprint. Responsible for conducting audits on issues impacting customer satisfaction. Used process improvement techniques to resolve many customer impacting issues.

Ontario, Ca

Introduced and delivered new hire programs to new hire employees. Participated in recruiting, training, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, and evaluation.Facilitated 7-week training curriculum designed to support customer billing, repair, sales and retention transactions. Member of project committee appointed to redesign new hire curriculum across Comcast footprint with 20+ centers. Designed and implemented new hire training manual and program learning materials for all onboarding agents.