Crystal Gonzales

Customer operations and administrative professional with 20+ years of experience supporting customers, coordinating field teams, resolving escalations, and maintaining accurate records. Experienced in fiber and HVAC/plumbing dispatch, service scheduling, order management, payroll, technical support, finance, and team leadership. Recognized for communication, organization, adaptability, and learning new systems quickly.

Dispatcher - T-Fiber - Lubbock, TX

(2025-06)

• Coordinate daily fiber service schedules, dispatching technicians for installations, service interruptions, and trouble calls.
• Prioritize urgent outages and customer-impacting issues while matching calls to technician availability, location, and skill set.
• Maintain communication between customers, field technicians, and office teams; provide job updates and arrival estimates.
• Track service-call status and documentation while supporting accurate work orders, follow-ups, and resolution.

Order Management, Design, Address Management & Dispatching - MetroNet (Vexus Fiber) - Lubbock, TX

(2020-11 - 2025-06)

• Processed and reviewed fiber service orders for accuracy and installation readiness; resolved order discrepancies.
• Coordinated dispatching and field activity for fiber installations and service/trouble calls, communicating job details and updates.
• Maintained fiber design assignments, cabinet details, address records, and spreadsheets; supported technicians with activation and install information.
• Partnered across teams to help prevent installation delays and keep customer and service records current.

Advanced Technical Support - AT&T; Wireless - Lubbock, TX

(2018-06 - 2020-04)

• Resolved customer billing and wireless service issues, researched accounts, and corrected billing concerns.
• Provided floor support and assisted supervisors with reporting, coaching, and daily team needs.

HR & Payroll Administrator - Tomorrow Telecom / MetroPCS - Lubbock, TX

(2015-06 - 2018-06)

• Processed payroll, tracked hours, calculated wages and deductions, and maintained accurate payroll records.
• Prepared payroll reports and supported payroll administration using QuickBooks.

Leasing Specialist - High Plains Apartments - Lubbock, TX

(2014-07 - 2015-05)

• Managed prospective tenant inquiries, property showings, applications, lease preparation, and resident documentation.

Assistant Finance Manager - Network Finance - Lubbock, TX

(2012-04 - 2014-07)

• Supported loan processing, credit and income verification, account documentation, and finance operations.
• Reviewed applications and supporting records; helped resolve issues and prepare files for approval.

Customer Service Representative - Lubbock Power & Light

(2010 - 2011)

Account research, billing, payment arrangements, and service orders.

Team Lead - Blue Cross Blue Shield

(2009 - 2010)

Supported a 10–15 person team, workflow, and production goals.

Collector / Retention Representative - EZ Auto Finance

(2008 - 2009)

Payment resolution, collections, and retention.

Customer Service Rep II / Team Lead - Suddenlink Communications

(2005 - 2009)

Escalations, billing, service changes, retention, and peer support.

Lead Cashier - Rainbow Foods

(2000 - 2001)

Cash handling, scheduling, opening/closing, and basic bookkeeping.

Bachelor's studies - Nursing - Wayland Baptist University (2025-01)

High School Diploma - Coronado High School