Open to opportunities

Breanna Gonzalez

@breannagonzalez

Operations Lead and licensed insurance agent with 10+ years improving customer satisfaction and leading high-performing teams.

United States

Message

What I'm looking for

I’m looking to lead customer-focused operations—coaching teams, streamlining workflows, and improving retention with KPI-driven service in a fast-paced, collaborative environment.

I’m an operations-focused, results-driven leader with 10+ years of experience managing day-to-day client service operations, improving customer satisfaction, and driving business performance across insurance and retail environments. As a Licensed Insurance Agent / Operations Lead, I resolve policy concerns, billing questions, and service escalations, while training teams on workflow procedures, communication standards, and operational processes.

I balance business goals with exceptional customer experiences by strengthening retention through relationship-building and solution-focused service. Previously as a Store Manager for a high-volume location, I directed daily operations, coached and held teams accountable, monitored inventory and payroll processes, and supported performance improvement through customer engagement and operational reporting.

Experience

Work history, roles, and key accomplishments

Current

Licensed Insurance Agent / Ops Lead

Current

Agency Administrators

Jan 2023 - Present (3 years 6 months)

Manage day-to-day client service operations while resolving policy concerns, billing questions, and service escalations. Train team members on workflow procedures and support customer retention through proactive, solution-focused service.

Customer service management Operations Management Client Relationship Management Customer Retention Microsoft Office Suite Google Workspace

Store Manager

Adam & Eve

Sep 2021 - Jan 2023 (1 year 4 months)

Directed daily operations for a high-volume retail location while overseeing a team of 15+ employees. Managed scheduling, onboarding, coaching, customer escalations, and operational reporting, and supported sales performance through customer engagement and upselling.

Onboarding Coaching Performance Improvement Customer service management Upselling Inventory Management Payroll Operational Reporting Training

Account Executive

Goosehead Insurance

Jan 2021 - Sep 2021 (8 months)

Managed client relationships and supported customer retention across an active book of business. Conducted outreach and pipeline management, coordinated with internal teams to improve client experiences, and addressed policy questions and service needs.

Client Relationship Management Customer Retention Outreach Pipeline Management Cross Functional Collaboration Customer Service

Licensed Insurance Agent

Goosehead Insurance

Mar 2017 - Jan 2021 (3 years 10 months)

Assisted clients with insurance recommendations, policy education, and account servicing. Built long-term relationships through responsive communication and referral generation, and worked with underwriting and service teams to support smooth customer experiences.

Policy Educator Account Servicing Customer Relationship Management Referrals Customer Support Policy Updates