Laura Gonzalez Email & Phone Number

Redwood City, California, United States

As a Customer Success Advisor at Peninsula Clean Energy, I provide support for customers' account needs, billing inquiries, and clean energy program participation. I’m passionate about helping our community access renewable energy solutions while delivering personalized, customer-first service. With over 20 years of experience in customer service, I specialize in creating positive customer interactions and resolving issues efficiently. I’m excited to contribute to Peninsula Clean Energy’s mission of providing clean, affordable electricity and addressing climate change.

Remote

• Worked in conjunction with the Marketing department to manage corporate identity utilizing strategic visual branding. • Developed innovative concepts and designs for both digital and print media using several Adobe applications and tools. • Delivered 60+ assets, utilizing different styles and approaches for strategic business marketing and communication plans. • Emphasized compliance with approved design standards to provide 100% quality designs and on-time project deliveries. • Revamped The FASE Group’s online identity and presence within just 12 months with unique designs.• Lead the design and implementation of several marketing tools for social media and the web.

San Jose, California, United States

Handles continuous inbound telephone volume.Identifies the purpose of the member's call and processes the call according to the appropriate script.Provides facility and provider information and some laboratory results, makes and cancels appointments, transfers members to Advice Nurses, intakes information from members, and composes messages for providers.Resolves problems with facility teleservice teams.Effectively processes calls in a systematic and organized manner following Call Center scripts, policies and procedures.Processes calls accordingly from hearing-impaired members.Receives and relays information regarding appointment cancellations.Works collaboratively with members and staff across all service lines.Functions as a team member to achieve Call Center goals.Supports and demonstrates Kaiser Permanente's/Call Centers customer service philosophy and manages calls in a professional manner.Demonstrates an awareness and sensitivity to patient/family rights.

South San Francisco, California, United States

• Maintained a professional attitude at all times during extremely high-volume calls (100+) to obtain accurate information.• Dispatch the proper emergency units necessary (e.g., medical and security personnel) for emergency events and procedures.• Prioritized the monitoring and security of fire panels and hospital temperature alarms to avoid potential safety incidents. • Communicated with 20+ cross-departmental personnel including Surgeons, Nurses, EMTs, etc. • Contacted surgical staff for urgent operating room procedures.• Actively worked to display a courteous and empathetic attitude to patients.

Create imagery for merchandising, banners, Amazon A+ content, and social media.Work within several different brand guidelines and helping each company to build on their brands design language. Multitasking with several different projects at once. Communicate effectively with team using Slack and monday.com to keep projects and expectations up to date.

Bachelor Of Arts - Ba, Graphic Design

Associate Of Arts - Aa, Design And Visual Communications, General

Activities and Societies: Phi Theta Kappa