Julia Gonzalez

Experience

• 

  Salsa Fiesta Grill

  Jun 2017 - Jul 2018

  Shift Supervisor

  - Provided hands-on assistance and support to meet business needs- Analyzed short-term projections to assist in employee scheduling and product orders- Communicated with vendors to resolve discrepancies

• 

  Chewy

  Mar 2018 - Jun 2022

  - Oversaw process change to promote a higher retention rate of detractors- Collaborated with corporate partners to ensure all submitted reviews meet agreed upon guidelines and developed a process for re-moderation to protect the integrity of reviews- Coordinated with management in communicating with our 3rd party partner to bridge lines of communication and foster healthy relationships between our business partners- Partnered with business systems team in the transformation of the team's workflow while earning and maintaining buy-in from team members Show less

  • Net Promotor Score Team Manager

    Aug 2020 - Jun 2022

  • Writing Team Lead

    Feb 2020 - Aug 2020

  • Quality Assurance Specialist

    Apr 2019 - Feb 2020

  • Fraud Specialist

    Jan 2019 - Mar 2019

  • Inbound Customer Service Representative

    Mar 2018 - Dec 2018
• 

  DTE Energy

  Jun 2022 - Dec 2022

  CX Analyst - Consumer Insights & Research

  - Analyzed customer survey data from over 200 weekly responses in target Michigan counties and utilized text analytics on verbatims to communicate emerging trends through weekly decks, with visibility up to the Executive VP level.- Designed dashboards through Qualtrics XM that deep dive customer satisfaction scores of target counties, enabling organization-wide visibility to real-time performance of business units and pillars.- Partnered with leaders across business units to analyze and quantify impact following a major storm outage to over 311,000 customers in August 2022; insights were used by partners to support action plans and presented at the CEO level. Show less

• 

  Ascension

  Jan 2023 - now

  • Lead CX Market Insights Analyst

    Jul 2023 - now

  • CX Insights Analyst

    Jan 2023 - Jun 2023