Open to opportunities

Haley Gonzalez

@haleygonzalez

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Empathetic professional with 7 years in customer service and coaching.

United States

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What I'm looking for

I seek a role that fosters collaboration, values employee development, and offers opportunities for process optimization.

I am an empathetic and solutions-driven professional with nearly 7 years of experience in customer service, quality assurance, support coaching, and training within a fast-paced, mission-driven organization. My proven record of improving support workflow and enhancing customer satisfaction has been achieved through targeted QA programs, collaboration, and data-informed coaching. I am adept at identifying process inefficiencies, standardizing best practices, and serving as a subject matter expert across support and training teams.

In my current role as a Contact Center Coach and QA at Christian Care Ministry, I deliver ongoing coaching and quality assurance for Customer Service Advocates, focusing on empathy, accuracy, and compliance. I have developed SOPs and coaching models to support the launch of the Contact Center Development Team, and I analyze survey data to identify performance trends and coaching opportunities. My collaborative approach with Training, Employee Engagement, and Supervisory Teams ensures alignment on performance expectations, ultimately driving agent performance and operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Contact Center Coach / QA

Current

Christian Care Ministry

Feb 2023 - Present (2 years 6 months)

Delivered ongoing coaching and quality assurance for Customer Service Advocates (CSAs), focusing on empathy, accuracy, and compliance. Developed SOPs and coaching models to support the launch of the Contact Center Development Team.

Coaching Quality Assurance SOP Development Performance Analysis Cross Functional Collaboration Data Analysis Customer Service Compliance Training Communication

Current

Training Partner

Current

Christian Care Ministry

Mar 2020 - Present (5 years 5 months)

Facilitated virtual training sessions, including onboarding and upskilling, with a focus on process clarity and employee engagement. Monitored individual progress and submitting knowledge base updates to improve training accuracy.

Facilitation Employee Onboarding Process Clarity Employee Engagement

Contact Center Supervisor

Christian Care Ministry

Sep 2022 - Present (2 years 11 months)

Led a specialized team of 10-20 CSAs, along with the Coaching/Training and Engagement staff. Delivered real-time coaching and performance feedback using QA data, Verint, and SSRS dashboards.

Team Leadership Coaching Operational Consistency Root Cause Analysis

Member Solution Senior Specialist (MS3)

Christian Care Ministry

Oct 2019 - Present (5 years 10 months)

Resolved executive-level escalations and complex service issues with a focus on member care and efficiency. Served as Subject Matter Expert (SME) across multiple functions, including billing and casework; analyzed error trends to improve agent coaching.

Escalation Management Customer Service Subject Matter Expertise Billing Casework Error Trend Analysis Agent Coaching

Senior Member Service Representative (Helpline)

Christian Care Ministry

May 2019 - Present (6 years 3 months)

Delivered expert assistance to frontline CSAs in live chat, often managing threads simultaneously. Participated in cross-departmental working groups to improve knowledge sharing and process design.

Live Chat Support Multitasking Knowledge Sharing Process Design Communication Problem Solving

Chiropractic Assistant

Space Coast Advanced Health

Mar 2018 - Present (7 years 5 months)

Supported patient onboarding, appointment coordination, and health documentation. Assisted with administrative tasks to ensure smooth clinic operations.

Administrative Support Clinic Operations Customer Service Communication

Education

Degrees, certifications, and relevant coursework

University of Florida

Bachelor's in Health Education & Behavior, Health Education & Behavior

2025 -

Currently pursuing a Bachelor's degree in Health Education & Behavior. This program focuses on understanding health behaviors and developing educational strategies.

Eastern Florida State College

Associate of Arts, Microbiology

2013 - 2015

Completed an Associate of Arts degree with a focus on Microbiology. This program provided foundational knowledge in scientific principles and laboratory techniques.