Jose Gonzalez

About Jose Gonzalez

BUSINESS OPERATIONS leader experienced in customer & client focused businesses (B2B & …

Experience

1. Customer and Office Services Director

   Allied Beverage Group

   Oct 2019 — Present

   Oversee and direct a wide range of day-to-day functions including customer service, team supervision, systems, policies & procedures, project management, reporting, transportation, stakeholder relations, invoicing, training, staffing, office administration, maintenance, and internal mail operations. Manage 2 teams: customer service (up to 23 members) and office services (5 team members). Recruit, hire, onboard, train, develop, and promote. Track performance using metrics/KPIs such as invoice discrepancy resolution, call center metrics (number of calls answered, call time, phone etiquette, knowledge), and invoice submission rate. Monitor customer relationships and communications to ensure satisfaction. Review calls and adjust scripts for team to help improve etiquette, professionalism, call time and overall efficiency. Work closely with higher profile and higher dollar value accounts such as Bottle King, BJ’s, Sams Club, Costco, Joe Canals, Total Wine, Wegmans, Shoprite, and Wine Library to name a few. Train team members in customer service systems for entering orders, phone communication for the call center, email etiquette for exchanging information internally and externally, and manager training. Interface with stakeholders internally including Sales, Marketing, HR, IT, Finance, Purchasing, Pricing, Transportation, Credit, POS, Returns, and Security; externally communicate with customer decision makers, Vendors, and Suppliers. Play key role in all new project implementations by tracking and reporting all bugs and recommended system changes during testing and rollout phases. Lead the project for the implementation of Salesforce integration; still in progress and being transitioned on an organizational level.

Education

• Saint Joseph's University

  B.S., Marketing , Marketing

Skills

• Event Planning
• Ticketing Systems
• Staff Management
• Archtics Ticketing System
• Event Management
• Venue Management
• Ticket Operations