Edwin Rodriguez
Panama City
Summary
Proficient communicator, detail-oriented. Accustomed to working in stressful, high-volume call environments while providing efficient and accurate support. Successful Customer Service Agent with 3 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic.
Overview
4
4
years of professional experience
Work History
Customer Care Specialist
Alorica
02.2022 - Current
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Provided customers with detailed information on company products, services and materials.
- Assisted in training new employees and participated in cross-training with other departments.
- Responded to customer inquiries via phone, email and web-based platforms.
- Maximized customer satisfaction by organizing Product or Service repairs, replacements and deliveries.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Verified accuracy of customer account information and updated when necessary.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Kept accurate records to document service actions and discussions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Educated customers about billing, payment processing and support policies and procedures.
- Communicated with clients regarding account services, statements, and balances.
Management
Independent Work
02.2020 - 01.2022
- Gained strong leadership skills by managing projects from start to finish.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Strengthened communication skills through regular interactions with others.
- Proven ability to develop and implement creative solutions to complex problems.
- Worked flexible hours across night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
GED -
Lindsey Hopkings Tech
Florida11.2011
Skills
- Process Improvement
- Office equipment proficiency
- POS Systems and Ordering Platforms
- Microsoft Exchange
- POS systems expert
- Account Management
- Employee Coaching
- Retail store support
- Appointment Scheduling
- Multi-line phone talent
- Product Sales
- Product and service knowledge
- Inbound Call Management
- Understanding Customer Needs
- Translation and Interpretation Services
- Customer Service
- Billing Adjustments and Refunds
- Following scripts
Languages
Spanish
Native language
English
Proficient
C2
Timeline
Customer Care Specialist
Alorica
02.2022 - Current
Management
Independent Work
02.2020 - 01.2022
GED -
Lindsey Hopkings Tech
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