Luis Daniel Rodriguez
La Chorrera, Bda. Arboledas, Los Cerezos
Summary
Experienced personnel manager with 4 years of proven track record. Skilled in building strong relationships with strategic partners to drive productivity and boost profit channels. Recognized as a natural leader, adept at fostering positive interpersonal connections and effectively managing teams. Committed to delivering tangible results and consistently achieving long-term sustained growth.
Overview
6
6
years of professional experience
Work History
Banking Specialist
Foundever Panama
03.2024 - Current
- Successfully resolved complex customer complaints, demonstrating empathy and professionalism throughout the process.
- Maintained excellent client relations, resulting in increased referrals and repeat business.
- Increased customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed risk effectively by conducting thorough credit assessments and adhering to established lending guidelines.
- Helped customers prepare documents required to complete transactions and process requests.
Operations Supervisor
Alorica Panamá
08.2023 - 12.2023
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
Customer Service Agent
Alorica Panamá
05.2023 - 08.2023
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Operations Supervisor
iQor Panama
11.2019 - 05.2023
- Leading a team for multiple departments, including: tech support, customer care, billing, international services, sales, retention, soft collections and order support
- Optimization of department resources and search for improvement opportunities
- Control that operations are executed according to good practices and quality procedures
- Monitoring KPIs and operational results to verify achievement of performance goals
- Coordination of personnel, training and guiding them in the correct performance of tasks
- Payroll every 15 days to complete the payment of the 12 collaborators on my team
- Daily and weekly feedback sessions
- Monitoring to review monthly progress, 44 feedbacks, 88 observations and 4 group meetings in total
- Control of increases every 3 months, for each of the collaborators on my team based on their quarterly performance
- Preparation of reports.
Team Lead
iQor Panama
01.2019 - 11.2019
- Assisting a production floor with more than 150 employees in their daily responsibilities
- Resolution of problems and attention to incidents
- Teamwork to facilitate the achievement of objectives
- Control and monitoring of information.
Nesting Lead
iQor Panama
10.2018 - 01.2019
- Supervising and assisting new staff in the training department
- Control and monitoring of information
- Coordination with different departments
- Task and deadline management.
Customer service agent
iQor Panama
03.2018 - 10.2018
- Record of claims or complaints made by users and clients
- Customer service for product returns or exchanges
- Simple and effective information for clients to respond to their concerns
- Advice to undecided clients about the purchase of a specific product
- Identification of potential customers to retain them for the products offered
- Management of a large number of contacts in each work day
- Personalized customer service and advice aimed at guaranteeing positive experiences
- Compliance with quality and productivity objectives.
Education
Baccalaureate, Bachelor of Commerce with specialization in accounting and IT, High School -
Virgen de Guadalupe Bilingual School
Skills
- Data Processing
- Cash handling and management
- Branch operations
- Financial Reporting
- Transaction monitoring
- Exceptional customer service
Languages
Spanish
Proficient
C2
English
Advanced
C1
Labor References
Dana Chong, 6893-3938 Operation Manager / iQor Panama
Luis Morales, 6325-3789 Operation Manager / iQor Panama
Daphne Chevarria, 6174-9029 Operation Manager / Alorica Panama
Fulvio Aguirre, 6657-4367 Operations Supervisor / Foundever Panama
Timeline
Banking Specialist
Foundever Panama
03.2024 - Current
Operations Supervisor
Alorica Panamá
08.2023 - 12.2023
Customer Service Agent
Alorica Panamá
05.2023 - 08.2023
Operations Supervisor
iQor Panama
11.2019 - 05.2023
Team Lead
iQor Panama
01.2019 - 11.2019
Nesting Lead
iQor Panama
10.2018 - 01.2019
Customer service agent
iQor Panama
03.2018 - 10.2018
Baccalaureate, Bachelor of Commerce with specialization in accounting and IT, High School -
Virgen de Guadalupe Bilingual School
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