Marc Gonzales

About Marc Gonzales

I’m driven by one core belief: people and experiences matter most. Whether I’m improving…

Experience

1. Senior Quality Assurance Analyst

   Snohomish County PUD

   Jan 2016 — Present · Everett, WA, US

   As a Senior Quality Assurance Analyst, I lead efforts to enhance the customer experience by delivering actionable feedback, identifying trends, and continuously improving the Quality Assurance (QA) program. Hired to build the QA Department from the ground up, I partnered with business leaders to align quality initiatives with organizational goals, ensuring a consistent and high standard of service for our ratepayers and owners.I design, evaluate, and maintain the PUD\'s QA program, with a focus on developing representatives and achieving key organizational objectives. My responsibilities include creating comprehensive training materials, developing procedural documentation, and facilitating QA training for the Customer Service department, specializing in Quality Management systems and new hire onboarding.To drive exceptional customer service, I monitor and evaluate call interactions. By measuring performance against established guidelines, I identify successes, uncover areas for improvement, and provide detailed feedback to Customer Service Managers to ensure continuous growth and alignment with organizational standards.Through collaboration with peers and leadership, I promote consistency in evaluations, identify emerging trends, and address training gaps. This approach not only supports representative development but also elevates the overall customer experience, fostering trust, efficiency, and service excellence.

Education

• Olympic College

  Associates of Arts & Sciences (AAS)

  1996 — 1999

• University of Phoenix

  Bachelor of Science in Business/Administration (BSB/A)

  2004 — 2008

Skills

• Training Delivery
• Insurance
• Adult Learning Theory
• Direct Sales
• Employee Training
• Virtual Learning
• Project Planning
• Leadership Development
• Cold Calling
• Team Building
• Management
• Supervisory Skills
• Leadership
• Team Leadership
• Call Monitoring
• Customer Experience
• Fast Learner
• Learning Theory
• Decision Making
• Professional Mentoring
• Project Management
• Customer Retention
• Call Center
• Customer Service
• Invoicing
• Coaching
• Sales
• Customer Satisfaction
• Feedback
• Training & Development
• Wireless Services
• Train the Trainer
• Wireless Solutions
• Wireless
• Time Management
• Attention to Detail
• Troubleshooting
• Onboarding
• Presentation Development
• Account Management