Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Websites
Custom
References
Timeline
Generic

Nora C. Gonzalez

Lansing

Summary

Senior Account Manager at Diverse Facility Solutions with extensive experience in client relationship management and problem resolution. Proven ability to lead teams in enhancing service delivery and surpassing performance targets. Committed to staff training and effective communication, resulting in high customer satisfaction and operational excellence.

Overview

22
22
years of professional experience

Work History

Senior Account Manager

Diverse Facility Solutions
Alsip
03.2005 - Current
  • Managed client relationships to ensure satisfaction and retention.
  • Developed strategic plans to meet client needs and expectations.
  • Coordinated cross-functional teams to deliver integrated facility services.
  • Facilitated training sessions for junior account managers on best practices.
  • Created detailed reports on account performance and service delivery.
  • Resolved client issues promptly through effective communication and problem-solving skills.
  • Resolved client issues in a timely manner while maintaining excellent customer service standards.
  • Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
  • Conducted regular meetings with clients to review performance metrics, progress, and future goals.
  • Participated in weekly team meetings with other senior account managers to discuss best practices.
  • Proactively identified areas of improvement within assigned accounts' operations.
  • Oversaw and supported account management team to improve productivity.
  • Supervised daily custodial operations across multiple facilities.
  • Inspected facilities to ensure maintenance of standards.
  • Led team meetings to discuss performance and improvements.
  • Developed effective cleaning schedules for each area of the facility, ensuring proper coverage at all times.
  • Assisted in resolving customer complaints regarding custodial services in a professional manner.
  • Practiced safe work habits and wore protective safety equipment.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.

Ramp Agent Supervisor

ATA
Chicago
06.2003 - 12.2005
  • Supervised ramp operations to ensure timely aircraft turnaround.
  • Coordinated team schedules for optimal staffing and efficiency.
  • Trained new ramp agents on safety protocols and equipment use.
  • Managed cargo loading to adhere to weight distribution guidelines.
  • Communicated with flight crews regarding operational updates and needs.
  • Monitored weather conditions to adjust ramp activities accordingly.
  • Conducted regular safety inspections of ramp equipment and vehicles.
  • Resolved operational issues quickly to maintain workflow continuity.
  • Trained personnel on proper techniques for loading and unloading cargo safely without damage to property or personnel.
  • Communicated effectively with management regarding any changes in staffing levels or operational requirements.
  • Adhered strictly to all security rules and regulations while working in secure areas.
  • Maintained accurate records of incoming and outgoing flights and associated cargo.
  • Ensured compliance with FAA regulations and company policies.
  • Provided oversight and supervision of ramp agent staff, ensuring that all safety protocols were followed.
  • Loaded and unloaded baggage and other cargo, transporting to and from aircraft.
  • Operated conveyor belts, push-back tractors and aircraft tugs daily.
  • Communicated via headset radio with ground crew, flight crew and tow person about ramp operations and flight requirements.

Education

High School Diploma -

Proviso West High School
Hillside
06-1986

Skills

  • Client relationship management
  • Problem resolution
  • Customer service
  • Staff training
  • Team leadership
  • Effective communication
  • Conflict mediation
  • Critical thinking
  • Facility oversight
  • Time management

Affiliations

  • I'm a person who works a 9–5 job but take time to enjoy weekends with family.
  • I'm someone who takes long walks with my dog for her daily exercise.
  • I volunteer regularly at the Chicago Food Depository and volunteer in a community outreach program at World Vision where we crate packages for families in need and provide children with school supplies.
  • I actively pursue learning, whether by taking courses, reading, or staying informed on current events.
  • A person who navigates workplace stress with calmness, helps others with emotional support, and maintains a positive outlook when personal challenges
  • A person who enjoys visiting family on the weekends or spends time traveling to new places.
  • Someone who lives by a strong code of ethics such as kindness and honesty.
  • A person who balances spending on fun experiences (like travel) with planning for long-term financial goals, such as retirement or buying a home.

Languages

Spanish
Native/ Bilingual
English
Native/ Bilingual

Websites

Custom

  • A dedicated and hardworking professional with over 20 years of experience in my current role. I take pride in my strong work ethic, loyalty, and ability to consistently meet the demands of both my job and personal life. Known for being reliable, committed, and team-oriented, I bri

References

References available upon request.

Timeline

Senior Account Manager

Diverse Facility Solutions
03.2005 - Current

Ramp Agent Supervisor

ATA
06.2003 - 12.2005

High School Diploma -

Proviso West High School

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Nora C. Gonzalez