Luz Minerva Gonzalez Email & Phone Number

Potomac, Md, Us

Miami/Fort Lauderdale Area

Department of Customer Service and ProductResponsibilities include: Improve current procedures and processes to create optimal performance level and quality standards for our internal customers, department, and ultimately our end-users. Evaluation and improvement of the Customer Relationship Management (CRM) System.Major Accomplishments: Creation of specialized group to analyze fraud alarms, which resulted in a 90% reduction of losses due to fraudulent transactions. Implement new Standards Operational Procedures (SOP), which led to a 35% improvement in Quality of the Customer Service Department and improved service level for our customers. Serve as Project Manager on high priority initiatives (50) impacting different areas of the company including: Marketing, Sales, and Finance.

Washington D.C. Metro Area

Responsibilities included: Developing training documents and materials to assure high Quality levels were met as established yearly by Senior Leadership. In addition, create and implement Motivational Programs for Customer Service team, which led to continuous improvements on the key performance indicators (KPIs).Major Accomplishments: Lead and facilitate phase process of system migration for two new Customer Service systems including: design, testing, documentation, training, and launch to production. Lead planning and execution for operation migration from vendor-to-vendor to meet Senior Management team process improvement initiatives.  Developed and delivered training program, which led to improved customer retention rates month over month yielding (2x) the results in performance. Design, lead, and manage the Quality Control Program to meet Senior Leadership goals and targets.

Miami/Fort Lauderdale Area

 Developed processes and procedures, which established company guidelines for new products and services.  Analyzed newly developed process and procedures to identified problem areas and implement modifications to optimize both product and service.  Manage and document product requirements to develop internal operational system for the company and end-users.

Six Sigma - Green Belt

Master Of Science, Industrial Engineering

Activities and Societies: Alpha Pi Mu Industrial Engineering Honor Society

Bachelor Degree, Industrial Engineering