Augustina Gonzales
Kansas City
Summary
Experienced with overseeing business operations and team management. Utilizes strong interpersonal skills to foster collaborative and motivated staff environment. Track record of implementing effective operational strategies to enhance customer satisfaction.
Overview
12
12
years of professional experience
Work History
General Manager
Fairwave Coffee Collective
Kansas City, MO
04.2025 - Current
- Directed daily operations to enhance customer satisfaction and streamline service delivery.
- Implemented cost control measures, resulting in improved profit margins and resource allocation.
- Led staff training programs, fostering a culture of continuous improvement and operational excellence.
- Developed strategic marketing initiatives that increased brand visibility and customer engagement.
- Crafted and served high-quality beverages, ensuring customer satisfaction and repeat business.
- Maintained cleanliness and organization of workspace, adhering to health and safety standards.
- Operated espresso machines and coffee brewing equipment efficiently to streamline service.
- Trained new baristas on beverage preparation techniques and customer service best practices.
Manager
Tommy’s Express Carwash
Overland Park, KS
10.2024 - 04.2025
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Utilized Agile methodologies to manage event planning, ensuring iterative improvements based on feedback.
- Coordinated cross-functional collaboration between marketing, sales, and operations to enhance event execution.
- Managed project timelines, budgets, and stakeholder communications, ensuring business goals were met.
- Drove a 23.2% increase in memberships through Agile-driven promotional strategies.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
Account Manager
The RealReal
San Francisco, CA
10.2022 - 09.2024
- Managed 115+ client accounts, ensuring timely updates and seamless communication
- Applied Agile principles to continuously refine consignment processes and customer experience.
- Tracked key sales and operational metrics to optimize revenue and streamline workflows.
- Used an iterative approach to pricing strategies, improving conversion rates and seller satisfaction.
- Monitored and reported performance trends, identifying opportunities for process improvements.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
Customer Success Manager and Project Coordinator
GPS and Track
Scottsdale, AZ
08.2021 - 08.2023
- Coordinated and managed multiple customer success projects, ensuring alignment with business goals and customer needs.
- Developed and implemented structured onboarding processes, improving customer adoption and reducing churn.
- Monitored project progress, tracked KPIs, and provided detailed reports to leadership for strategic improvements.
- Facilitated cross-functional communication between customer service, product teams, and sales to enhance service delivery.
- Managed a team of 15 customer support agents, ensuring efficient resolution of client issues and continuous training.
- Optimized workflows and implemented a ticketing system, reducing response times and improving overall efficiency.
- Identified risks and proactively mitigated challenges, leading to a 25% decrease in customer complaints.
- Led regular account reviews with customers, ensuring satisfaction and identifying areas for additional product adoption..
Dispatch Analyst
Carvana
Tempe, AZ
09.2019 - 09.2020
- Coordinated dispatch operations vehicle deliveries, ensuring efficient routing and scheduling.
- Monitored real-time logistics data to optimize dispatch workflows and reduce delivery delays.
- Used dispatch management tools to track vehicle movement and resolve operational bottlenecks.
- Communicated with drivers and logistics teams, ensuring smooth coordination and timely deliveries.
- Analyzed key performance metrics (on-time delivery rates, driver efficiency, route optimization) to improve dispatch operations.
- Implemented process improvements that increased scheduling accuracy and reduced transit times.
- Utilized data-driven decision-making to enhance fleet management and customer satisfaction.
General Manager
Paramount Cafe
Denver, CO
12.2013 - 09.2018
- Oversaw daily cafe operations to maintain smooth workflow in both front-of-house and back-of-house areas.
- Trained cafe employees to consistently exceed customers' expectations and provide superior service.
- Improved customer satisfaction by implementing efficient service procedures and staff training programs.
- Grew cafe sales by effectively marketing business and improving customer relations strategies.
- Ensured compliance with food safety regulations by implementing strict sanitation protocols and employee training initiatives.
- Oversaw calendar to manage staff schedule and organize shifts for adequate coverage.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Implemented daily specials and limited-time offers, generating excitement among customers and encouraging repeat visits.
- Organized staff training programs to continuously improve service quality and enhance skillsets among employees.
Education
Bachelor of Arts - English
Arizona State University
Tempe, AZ12-2022
Skills
- Project Coordination
- Daily Stand-up Facilitation
- Stakeholder Communication
- Team Collaboration
- Marketing
- Management
- Team leadership
- Operations management
Timeline
General Manager
Fairwave Coffee Collective
04.2025 - Current
Manager
Tommy’s Express Carwash
10.2024 - 04.2025
Account Manager
The RealReal
10.2022 - 09.2024
Customer Success Manager and Project Coordinator
GPS and Track
08.2021 - 08.2023
Dispatch Analyst
Carvana
09.2019 - 09.2020
General Manager
Paramount Cafe
12.2013 - 09.2018
Bachelor of Arts - English
Arizona State University
Software Skills
- Jira
- Microsoft
- Adobe Creative Suite
- Google Analytics
- Sprout Social
- Salesforce
- Zendesk
- Canva
- Confluence