Heather M. Gonzales 720.280.8865 hg120f6a8@westpost.net http://www.linkedin.com/in/heathermgonzales SUMMARY Skilled trainer, mentor and public speaker.

Record of success coaching teams on effective business processes and procedures that align with corporate goals. Combine communication and leadership skills to inspire growth and productivity. Key skills include: * Trained extensively in leadership and communication. * Radiate confidence in public speaking. * Exude positivity and morale-boosting characteristics. * Communicate with all levels of internal and external employees to resolve possible potential loss issues to the business. * Analyze specific data to make correct decisions. * Ensure accurate and complete processing within service level agreement specifications. * Perform advanced operational support functions, including account reconcilement. * Identify specific types of forgery, such as alterations, improper endorsements, counterfeit, and washed items. ACHIEVEMENTS * Facilitated training during Western Union Development week on "Finding Your Confidence in Public Speaking." * Received several awards recognizing excellence in customer service, quality assurance, and high dollar asset recovery. * Achieved the Advanced Communication and Leadership Bronze Certifications through Toastmasters International. * Served as Club President for Toastmasters Club from 2007 2008. * As club president, led club to become Presidents' Distinguished and was recognized at the international level. * Completed numerous classes and workshops, focusing on a wide variety of skill building, such as Coping with Difficult People, Effective Communication, Creative Conflict, Emotional Intelligence, Fine Tuning Investigative Skills and Recognizing Potential Fraud Loss. PROFESSIONAL EXPERIENCE Western Union / First Data Corporation, Englewood, CO 1993 - Present Fortune 500 Financial Service Leader Senior Client Operations Coordinator 2009 - Present Supply advanced operational support functions, including account reconcilement, ensuring proper application of funds and research / resolution. Communicate with all levels of internal and external employees to resolve issues of potential loss to the business.

* Successfully completed cross training for Agent Remit Wire Desk, and became first primary backup. * Maintained a 48hr SLA on resolution of my Accounts Receivable items. * Repeatedly recognized for my positive and can-do attitude. Fraud Investigator / Collector 1999 - 2009 Product expert in recovery of funds through collection process due to fraudulent activity involving Western Union Money Orders and Official Checks. * Maintained an average collection amount of $1 million dollars per year. * Key contributor in the support and functionality of new Forgery Database. * Helped to recover over $22 thousand dollars from suspected crime ring involving well known Financial Institution. Customer Service Representative, Internal Revenue Service 1998 - 1999 Provided complete assistance to business taxpayers in making their IRS tax payments. * Memorized verbatim important tax scripts in order to walk customers through the entire payment process. * Promoted to other payment products due to my advanced product knowledge. * Recognized for outstanding customer service skills. Administrative Assistant 1996 - 1998 Supported the CASHTAX, EFTPS taxpayer program with all of its administrative needs. * Supported and generated daily department statistics and security reports, including employee vacation, personal and sick time requests. * Coordinated special company events. * Received recognition as Employee of the Month for taking on large project for TTAXplus. Clearings and Reconciliation Clerk III 1995 - 1996 Account balancing for company's Agent, First International Bank of Houston. * Balanced daily batch received from FIB Houston. * Met daily service level agreements. * Completed daily balancing and reconciliation with 100% accuracy. Retrieval Clerk 1993 - 1995 Pulled original money order requests for all departments at First Data Corporation. * Exceeded the original pulling standard of 75 pulls an hour to 115 pulls. * Expedited each request with accuracy. * Delegated to train all new hires. EDUCATION Colorado Northwestern Community College, Rangely, CO

Mesa State College, Grand Junction, CO