Jerod Gonzales

Operations & Client Services / Compliance & Finance Lead

• Managed internal and external client escalations via Freshdesk, ensuring timely resolution and strong customer relationships.
• Supervised Australian-based support teams, effectively delegating workloads to meet SLAs and improve response efficiency.
• Led customer communication and engagement initiatives that improved satisfaction and reduced resolution times.
• Resolved accounts receivable and invoicing escalations by coordinating with internal teams to correct billing, proposals, and job creation errors.
• Streamlined project documentation processes, improving proposal accuracy and reducing downstream billing issues.
• Coordinated with stakeholders to align support, billing, and compliance processes across operations.
• Monitored regulatory changes and implemented updates into internal policies and procedures.
• Supported and led compliance audits, including policy reviews, non-compliance tracking, and investigation documentation.
• Conducted internal audits and gap analyses to strengthen regulatory adherence and operational controls.
• Delivered compliance training to employees, improving awareness of ethics, integrity, and regulatory standards.
• Acted as liaison between management and staff for compliance-related concerns and advisory support.
• Produced monthly accounts receivable reports, aging analysis, and financial performance summaries for leadership.
• Negotiated payment terms and structured client payment plans to improve collections and maintain relationships.
• Processed invoices, reconciled payments, and managed daily banking transactions with accuracy.
• Improved invoice turnaround time by optimizing billing workflows and system usage.
• Reduced outstanding receivables through consistent follow-ups, dispute resolution, and billing accuracy improvements.
• Partnered with sales teams to develop customized payment arrangements for high-value clients.
• Led and coached AR specialists, improving team performance and process adherence.
• Conducted credit reviews to minimize financial risk and protect revenue streams.
• Developed financial tracking models to monitor AR performance, risk exposure, and operational efficiency.
• Collaborated with senior leadership on financial operations and strategic planning.

Senior Operations, Sales & Project Management Lead

• Managed end-to-end administrative and project coordination for cross-border clients, supporting design and construction workflows and improving client satisfaction.
• Implemented SOPs and process improvements that increased lead management efficiency by 30% for remote teams.
• Consistently exceeded sales and service targets through strategic planning and targeted sales initiatives.
• Delivered client presentations, product demos, and masterclasses for Foyr, strengthening engagement and supporting procurement decisions.
• Acted as Scrum Master, facilitating stand-ups, sprint planning, and retrospectives to ensure timely and high-quality project delivery.
• Leveraged CRM systems (HubSpot, AI, Zoho) to maintain accurate pipelines, reporting, and performance tracking.
• Used communication tools (Slack, Twilio, CallHippo, Zoom) to coordinate cross-border teams across multiple time zones.
• Developed and implemented operational standards, policies, and KPIs to improve productivity and workflow clarity.
• Led cross-functional teams to deliver projects on time and within budget while aligning with strategic objectives.
• Partnered with leadership on continuous improvement initiatives, change management, and strategic planning.
• Conducted workshops and training sessions to improve team capability in tools, processes, and sales strategy.
• Mentored junior staff and promoted a high-performance culture focused on accountability and collaboration.
• Secured major contracts through consultative selling, negotiation, and long-term client relationship management.
• Resolved high-value customer issues, improving retention and repeat business.
• Increased revenue by optimizing sales processes, CRM usage, and automation strategies.
• Led and coached sales teams using performance metrics, structured reviews, and incentive programs.
• Analyzed market and competitor trends to identify growth and expansion opportunities.
• Collaborated with marketing teams to execute targeted campaigns that improved engagement and conversions.
• Negotiated vendor and partner agreements to improve pricing, margins, and service delivery.
• Built structured follow-up systems that improved customer retention and personalized engagement.

• Coordinated operations and administrative support across multiple business units, ensuring SLA and KPI compliance and driving operational reliability for client services.
• Trained and mentored team leaders in effective communication, documentation, and task management practices to improve team productivity and service delivery for enterprise clients.
• Identified opportunities for process standardization and created SOPs to streamline workflows, reduce errors, and improve turnaround times on client requests and administrative tasks.

• Managed B2B administrative processes, collections, and client dispute resolution, demonstrating strong attention to detail and negotiation skills to protect revenue and client relationships.
• Conducted data-driven analysis to identify operational bottlenecks and implemented improvements that increased efficiency and supported scalable daily operations.
• Led teams responsible for documentation, reporting, and client communication, ensuring consistent quality and timely delivery of operational tasks.