Cristina Gonzales

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Customer Care Manager

Image Solutions Inc.

Jan 2025 - Current (1 year 7 months)

• Provide leadership and daily supervision to the Customer Service & Account Services Team to drive retention, satisfaction, and growth • Develop and implement customer service strategies to measure and improve response time, resolution rates, and customer satisfaction • Ensure E-Commerce Account Services Specialist provides resolution for escalated service tickets and properly tracks activity via ticketing system, Freshdesk • Ensure the satisfaction of all customer queries and that complaints are handled in a timely manner; serve as the primary escalation point for customer issues • Become an expert in the Customer Service & Account Services Team roles and be willing and able to perform in each of the roles as needed • Hire train, and guid

Head of Customer Experience

Jeffree Star Cosmetics

Jan 2024 - Current (2 years 7 months)

• Led a team of customer service representatives at Jeffree Star Cosmetics to exceed service standards and company targets. • Implemented strategies to improve customer satisfaction and resolve complex issues. • Developed and implemented training programs to enhance team skills and knowledge.

Customer Experience Manager

Jeffree Star Cosmetics

Jan 2024 - Dec 2024 (1 year)

• Led a team of customer service representatives at Jeffree Star Cosmetics to exceed service standards and company targets. • Implemented strategies to improve customer satisfaction and resolve complex issues. • Developed and implemented training programs to enhance team skills and knowledge.

Director, Customer Experience

HYDRAFACIAL

Oct 2019 - Dec 2023 (4 years 3 months)

• B2B Medical Device Sales. Managed and measured Customer Experience Specialists' and Technical Support Agents' performance to meet service goals at Hydrafacial. • Analyzed data to forecast needs and call/email volume, ensuring on-time delivery and customer satisfaction. • Developed staff through performance management, goal setting, and effective employee relations. • Coached team to achieve high performance and led employee training and development initiatives.

Manager, BPO Customer Service & Fraud Prevention

True Religión

Nov 2016 - Oct 2019 (3 years)

• Managed and trained 45 CSR's at a call center, ensuring high performance and KPI achievement. • Successfully led the transition to a new offshore call center partner, enhancing efficiency and customer service standards. • Collaborated with Tier 2 specialists for complex customer resolutions, in-store escalations, and fraud prevention efforts.

Customer Engagement Supervisor

James Perse Enterprises

Dec 2015 - Nov 2016 (1 year)

• Hire, train and manage temporary and permanent Customer Service Representatives • Support and monitor CSRs with inbound/outbound customer service calls, emails, live chat engagement, accepting/declining high dollar payment pending orders • Manage order flow and participate in fraud prevention efforts • Monitor internal procedures/controls for accuracy and timely completion of assigned projects • Partner with Distribution Center on a daily basis to ensure order fulfillment… Show more

Supply Chain - Distribution Supervisor, Americas

TOMS

Jun 2015 - Dec 2015 (7 months)

Supervise Order Management and Fulfillment at Distribution Centers (3PL) • Act as a liaison between TOMS and 3PL partner to supervise order WIP, work order requirements, issue/project status and coordinate and collaborate with management on resolving issues • Monitor and resolve errant inbound/outbound data transactions between TOMS and 3PL’s. Supervise Service and Customer Compliance Quality and Performance • Ensure 3PL partners are compliant with dock to stock, on-time performance… Show more

Global Customer Engagement Specialist

TOMS

Apr 2014 - Jun 2015 (1 year 3 months)

• Manage TOMS Corporate Sales Bulk Orders (20 – 5k Units), TOMS Community Event Orders and and E-Commerce Promotional Code Programs by managing orders/returns and proving detailed weekly and monthly sales report analysis • Scaling various Global Programs: Corporate Sales, Community Event Orders, TOMS Weddings Program and World Water Day initiative with project management/lead, execution, support, and participation of all new developments that drive customer engagement globally • Managed… Show more

Customer Service Operations Supervisor

TOMS

Oct 2011 - Apr 2014 (2 years 7 months)

• Oversee 20+ customer service representatives; directly daily monitoring, coaching and assuring reps are performing their daily duties • Oversee and approve employee schedule and timesheets for the CSR team and adjust staffing needs • Function as Manager-On-Duty for customer service team, resolving customer issues and leading by example • Foster an environment of understanding the basic indigenous business elements that we offer on TOMS.com while ensuring both service and selling… Show more

Call Center Team Lead

Kaiser Permanente

Apr 2011 - Oct 2011 (7 months)

• Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws. • Receives high volume of incoming calls daily & determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers; then makes appointment utilizing appropriate guidelines. • Determine if calls are urgent or emergent by listening to the member, following established guidelines, and then transferring the call when… Show more

Tier 1 Customer Relations Administrator

Toyota Motor Corporation

Nov 2010 - Apr 2011 (6 months)

• Ability to successfully communicate with primarily either Toyota and/or Lexus customers and act as a liaison between Toyota or Lexus owners, prospective consumers, dealerships, region/area offices and headquarters. • Analyzed customers concerns (i.e. requests for financial assistance, dealer sales or service related complaints, or product related concerns) and determine the appropriate action to positively impact owner satisfaction and retention.

Sales Insurance Agent

State Farm

Jun 2009 - Nov 2010 (1 year 6 months)

• P&C and Life Insurance Licensed in California. Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures. • Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies. • Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management.

Insurance Representative - Call Center

AIG

Feb 2006 - Jun 2009 (3 years 5 months)

• Successfully completed training & obtained required state insurance licensure to 12 states across the U.S. in order to operate/discuss/explain insurance policies to policy holders. • Worked with over 250 Customer Service/Sales professionals covering 8 states, responsible for more than 2,800 individual and business accounts. • Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

Sr. Teller

Bank of America

May 2003 - Feb 2006 (2 years 10 months)

• Excel at interfacing with others at all levels to ensure organizational goals are attained. • Proactive approach has resulted in capturing numerous accounts and expanding client base. • Cross-sell banking services and products to clientele.

Cristina Gonzales

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