Jenna Gonzalez
About Jenna Gonzalez
Jenna Gonzalez is a professional in Customer Experience and Partnerships, known for enhancing customer service methods and increasing positive reviews within her teams. She has experience working at Melio and previously at Robinhood and Panther Coffee, and holds a Bachelor's Degree in Telecommunications from the University of Florida.
Work at Melio Payments
Jenna Gonzalez currently holds a position in Customer Experience and Partnerships at Melio Payments, where she has been employed since 2022. In her role, she has implemented methods and approaches to customer service across all customer experience departments. Her efforts have led to an increase in positive reviews for most members of the customer experience team. Additionally, she has documented potential risks associated with new company features by analyzing attitudinal data from customer interactions and presenting her findings to management.
Previous Experience at Robinhood
Prior to her role at Melio Payments, Jenna Gonzalez worked as a Customer Experience Representative at Robinhood from 2021 to 2022. During her nine-month tenure in Denver, Colorado, she contributed to enhancing customer service strategies and improving customer satisfaction. Her experience at Robinhood provided her with valuable insights into customer interactions and service delivery.
Background in Social Media and Event Planning
Before her time at Robinhood, Jenna Gonzalez worked at Panther Coffee from 2017 to 2020 in Miami, Florida. In her multifaceted role as a Social Media Assistant, Event Planner, and Barista, she gained experience in customer engagement and brand promotion. This position allowed her to develop skills in social media management and event coordination, contributing to her overall expertise in customer experience.
Education and Expertise
Jenna Gonzalez earned her Bachelor’s Degree in Telecommunications from the University of Florida, where she studied from 2015 to 2017. Her education provided her with a strong foundation in communication and media, which she has applied in her professional roles. This academic background supports her current focus on customer experience and partnerships.
Achievements in Customer Experience
Throughout her career, Jenna Gonzalez has made significant contributions to customer experience teams. She has been responsible for an average of 21% of all positive online reviews across a customer experience team of 43 members. Additionally, she identified and resolved an internal issue with a third-party site managing reviews, which resulted in a boost in positive reviews once the issue was addressed.