J Gonzalez Email & Phone Number

Remote

• Led team of 6 reports to manage cascading daily operations in support, training, QA, workforce management, and AI strategy. Reviewed 300+ customer contracts to identify delays, standardizing hours of operations and.
• Generated $3M in annual savings within 6 months by analyzing existing contracts and business infrastructures, leveraging insights to eliminate redundancies and smooth processes.
• Reduced workforce from 140 to 70 employees, creating part-time options to create support for smaller, more efficient team.
• Eliminated 200 cases from monthly caseload through cross-functional collaboration with product, technical writing, and professional services to eliminate product usability issues, improve customer training, and clarify.
• Developed and implemented first performance management process for each team in close partnership with HR leadership.
• Cut caseload by another 300 cases by launching new AI Chat / self-service feature to expedite the support pipeline.

Remote

• Built entire support division from scratch, from procedure and policy development to team recruitment and onboarding, to improve the customer journey resulting in strong loyalty and retention. Defined, launched, and.
• Built Support team of 14 employees with 97% SLA compliance and 96% CSAT in 6 months, preparing each new hire with the skills to support a breadth of client needs within 2 weeks of onboarding.
• Stayed hands-on throughout the interview, hiring, onboarding, and training process that sourced top talent from a diverse hiring pool.
• Mobilized domestic and offshore personnel to build remote support team tasked with providing 24/7 service.
• Instituted process changes based on root cause analyses to avoid repeat issues, communicating constantly with clients and teams to maintain transparency and continuity.
• Equipped product and engineering teams with essential know-how in support case processes and best practices that improved cross-communications and client-centered support strategies.

Austin, Texas Area

• Led half of employee base to manage support strategies for higher education, retail, corporate, and telecom industry clients. Promptly resolved customer issues and escalations by continually adapting incident.
• Secured $700K in recovered ARR within 6 months, forecasted to recover a total of $2M within 1 year, by building process to address overdue / non-payment accounts.
• Raised CSAT to 98% prior to departure by implementing NPSt feedback loop process and deploying internal workflow around detractors to gain more value from customer feedback.
• Built, trained, and developed IM team of 5, in addition to providing stretch opportunities for direct reports throughout tenure that led to multiple promotions: 3 Directors, 2 Senior Managers, 5 Managers, and 2.
• Increased total support team from 20 to 120+ specialists spanning 5 offices on a global scale including 4 different languages to better serve and support diverse customer base.
• Bolstered customer satisfaction scores to 96% by orchestrating major support transition to 24/7 model.

Austin

• Coordinated cross-functionally with other department leadership to maintain clearly defined incident management agenda and protocol. Developed new tiered support model and dual career tracks for employees to deepen.
• Eliminated 26% of support backlogs by improving customer communications, support processes, and customer service KPIs without increasing workforce.

Austin

• Provided integral support to teams as they supported customers, organizing methodologies into new incident management program that aided in response and escalation protocol. Optimized team performance, business.
• Trained all 1K+ personnel in new incident management protocol and best practices.
• Codified incident management and root cause analysis processes including documentation, workflows, and cross-functional buy-in in 3 months.
• Updated Salesforce tool without additional costs to accommodate new incident management process and updated integrations to strengthen operational workflows in collaboration with engineering and product teams.

Austin

Empowered teams to meet performance metrics and own customer needs by pivoting team focus toward incident management, open communications, and continuous improvement. Decreased number of total issues reported during period of improvement in product quality, customer satisfaction, and support demand by introducing new quality assurance standards.

Austin

• Serving as a team lead within the support operation, I supervised teams and promoted retention and advancement of product trainers and knowledge leaders.Highlights of my contributions include:
• Successfully curbing a product backlog through the integration of best practices for process optimization, metrics monitoring, and proactive issue resolution.
• Reducing the client escalation rate through the adoption of proactive communication standards and improved performance tracking.
• Tapped to support management with scheduling optimization, resulting in improved coverages and increased rate for case closure.

Austin, Texas Area

Promoted from Advisor through Education to Sr. Advisor level support in under 2 years; Certified Apple Technician with advanced technical support knowledge in Mac Software and Hardware. Experienced with AppleCare procedures, tools, and resources. Sales coordinator and multiple excellence awards recipient. *Projects: Operations Fleet Repair, CSAT Outreach.

Austin, Texas

Provided support services to World Wide AppleCare T1; including training, feedback delivery, curriculum development, and resource management. Developed and documented program SOP. Identified and provided resolution for Advisor technical inquiries and Business directive requests. *Redeveloped classroom methodology and documented processes in SOP form..

Managed Quality Assurance fellows in testing iLog Offline project. Drafted documentation and procedures. Supervised quality assurance testing, methodology and bug identification tracking to resolution.*Developed quality assurance process for NDA assigned products in internal tools, documentation, and procedures. *Provided documentation, testing suites, and.

Copy writer and editor for secure and unreleased productivity applications and Mac OS X Knowledge Base articles. Managed content in a CMS environment with experience in Apple Style Guidelines, marketing/legal guidelines, and KMS/CMS systems. *Feedback Project; outlined steps to increase article efficiency, close content gaps, and enhance user.

International business to business sales, 10-20k per account. Developed and deployed marketing strategy, communication materials,and press kits. Account manager for 3 international brands. Trade show coordinator and business representative.*Web content and design administrator, hand coded html. Photoshop and Dreamweaver experienced. *Managed branding.