Malenie Gonzalez
@maleniegonzalez
Customer Service Specialist focused on resolving resident and benefits inquiries, delivering time-sensitive service, and improving repeat contact rates.
United StatesWhat I'm looking for
I’m a customer service specialist with hands-on experience supporting municipal services, state benefits callers, and time-sensitive deliveries. I’m known for resident inquiry resolution, case tracking, and consistent, empathetic communication that builds trust.
At Maximus, I assisted callers with Texas state benefits, providing supportive guidance that improved customer satisfaction. Previously, at Senture and Live Nation, I answered high-volume inquiries with minimal wait times and helped resolve concerns through proactive, one-call issue handling.
I also bring operational discipline from roles across delivery and retail—planning efficient routes, maintaining safe delivery practices, and handling cash, inventory, and POS processes.
In my current role with the City of McAllen, I handle resident reports across multiple departments, ensuring timely case entry and tracking for city services. I coordinate escalations for urgent issues, maintain accurate service-request records, and continuously improve response consistency and resident satisfaction—using my native Spanish communication when needed.
Experience
Work history, roles, and key accomplishments
Customer Service Specialist
City of McAllen
Jan 2025 - Jan 2026 (1 year)
Handled resident reports across multiple departments by entering and tracking cases, resolving public inquiries, and escalating urgent issues.
Assisted callers with Texas state benefits by providing empathetic assistance to enhance customer satisfaction and trust.
Completed on-time deliveries by choosing efficient routes and operating vehicles safely in congested areas.
Customer Service Representative
Senture
Nov 2020 - Jan 2022 (1 year 2 months)
Answered incoming calls and assisted clients with government general information while maintaining customer satisfaction.
Assisted customers with event tickets by adhering to company policies and resolving product and service concerns.
Sales Associate
Cricket Wireless, GSP Wireless
Aug 2018 - Aug 2019 (1 year)
Helped customers with account payments and activated phone lines while assisting with product selection and store inquiries.
Store Manager
Cricket Wireless Authorized Dealer
Sep 2016 - Sep 2017 (1 year)
Managed inventory and cash control, oversaw store opening and closing procedures, and led employees to improve customer satisfaction and reduce shrinkage.
Sales Associate
Blanca's Bridal
Sep 2015 - Mar 2016 (6 months)
Assisted customers with dress try-ons and helped find appropriate dress options while preparing merchandise for the sales floor.
Resolved customer complaints and provided quick, professional service while handling daily cash and credit transactions accurately and efficiently.
Education
Degrees, certifications, and relevant coursework
South Texas College
Substitute Teaching Certification, Education
2022 -
Earned a substitute teaching certification through South Texas College in July 2022.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Interested in hiring Malenie?
You can contact Malenie and 90k+ other talented remote workers on Himalayas.
Message MalenieGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
