Michelle Beck - Palomar College

KEVIN L. GONZALGO PAGE 2
Consumer Markets Group Oakland, CA
Associate Director – Sales Implementation, Consumer Sales and Service 2004 - 2005
• Acted as a liaison between the sales channel and central/regional marketing to ensure that sales and product training is
effectively delivered and implemented
• Supported and trained diverse markets sales offices to include in-language centers providing support to Korean, Chinese
(Mandarin/Cantonese), Filipino, Japanese, Vietnamese, and Spanish speaking language-dependent customers
• Provided culturally relevant advice and counsel to central/regional marketing on key initiatives that focus to expand
language support and services for language dependent customers
• Supported and trained 11 Associate Sales Directors and over 100 Coach Leaders in the California Consumer Sales Centers
to meet regulatory compliance standards and to effectively implement new marketing initiatives and promotions
• Maintained consistent and open communication with the sales channel to remove barriers and to establish solid sales skills
with their direct reports to continually succeed in achieving 90-day net revenue targets
Associate Sales Director, Consumer Sales and Service 2003 - 2004
• Responsible for all aspects of a 65-person specialty (deaf and disabled services) Residential Customer Sales and Service
Center including 90-day net target achievement (over $1M FY2003), customer service satisfaction, attendance
management, and developing positive and constructive union partnerships
• Supervised 4 first level managers on key leadership attributes that include developing the skills needed to drive positive
results through others, teambuilding and sharing best practices, as well as creating process improvement skills to impact
center-wide results
Consumer Markets Group San Ramon, CA
Project Manager, Diversity Marketing 2002 - 2003
• Developed and integrated strategic marketing initiatives for language dependent and disabled customers in California and
Nevada
• Analyzed current SBC language support capabilities and further assessed what was required to provide a more end-to-end
customer service experience for language dependent and disabled customers
Network Services San Jose, CA
Installation and Repair Supervisor, Service Operations North 2001 - 2002
• Supervised and developed a crew of 20 service technicians providing quality service for consumer, business, and CLEC
customers in the areas of order installation and service maintenance for wireline services, DSL, and ISDN services
Industry Markets San Francisco, CA
Local Service Center Supervisor, Wholesale Operations 2000 - 2001
• Created and implemented expense reduction protocol to streamline, optimize, and maximize efficiency which cut costs and
eliminated local wholesale monthly 271 performance measure remedies in excess of $100,000 per year
• Supervised and coached over 40 service representatives serving in a competitive CLEC customer care center, service
management escalation, and order completion capacity
EDUCATION
KELLOGG SCHOOL OF MANAGEMENT, NORTHWESTERN UNIVERSITY Evanston, IL
Executive Master of Business Administration Expected June, 2012
UNIVERSITY OF CALIFORNIA, BERKELEY Berkeley, CA
Bachelor of Arts, Double Major in Political Science and Asian American Studies 2000
ADDITIONAL INFORMATION
• University of California Alumni Association, Member
• Asian Pacific Islanders for Professional and Community Advancement, Public Affairs Officer (So. California Chapter)
• Leadership Education for Asian Pacifics Alumni
• Proficient in Tagalog (Pilipino) and conversational Spanish
• Passionate world traveler and backpacker