Amanda Gonzales
About Amanda Gonzales
Amanda Gonzales is a Customer Experience Representative with over 15 years of experience in customer support and travel counseling. She has consistently achieved a Customer Satisfaction Score (CSAT) of 90% and above and has worked for various companies in the travel industry, including American Express Global Business Travel and Corporate Travel Planners.
Work at Cover
Amanda Gonzales has been employed at Cover as a Customer Experience Representative since 2021. In this role, she has maintained a consistent Customer Satisfaction Score (CSAT) of 90% and above, demonstrating her effectiveness in delivering quality customer service. Her responsibilities include managing customer inquiries and providing support across various communication channels, including phone, chat, and email.
Previous Employment History
Amanda has a diverse background in customer service and travel counseling. She worked at Corporate Travel Planners as a Corporate Travel Counselor from 2013 to 2015 and at Hilton Worldwide as a Sales Administrative Assistant in 2010. Additionally, she served as a Customer Support Specialist at VSP Global from 2020 to 2021 and as a Travel Counselor for Military and Government Markets at Carlson Wagonlit Travel from 2007 to 2013. Her experience also includes roles at AAA, American Express Global Business Travel, BCD Travel, and TripActions.
Education and Expertise
Amanda studied Business Management at Fulton-Montgomery Community College from 2002 to 2004 and earned a diploma in Travel and Tourism from Mildred Elley School-Albany Campus from 2005 to 2006. She has developed strong problem-solving skills over her 15 years of experience in customer service, particularly in call center environments. Her expertise extends to handling financial transactions in multiple currencies.
Skills and Contributions
In her current role and previous positions, Amanda has demonstrated strong problem-solving abilities and effective communication skills. She provides valuable feedback to the engineering team regarding software glitches and bugs, contributing to product improvement. Her experience in managing multiple communication channels simultaneously enhances her efficiency in customer support.