Summary
Overview
Work History
Education
Skills
Certification
Languages
Interests
Timeline
Generic

Alondra Rodriguez

Kissimmee,FL

Summary

Professional with comprehensive experience in managing and resolving grievances. Expertise in conflict resolution, claims processing, and policy compliance. Strong focus on team collaboration and achieving results. Reliable and adaptable to changing needs. Proficient in communication, negotiation, and problem-solving.

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

As grievance professional, brings valuable experience in handling sensitive issues and streamlining grievance processes. Proven ability to work collaboratively with teams to achieve positive outcomes. Recognized for problem-solving capabilities and adaptability to changing circumstances.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Grievance Coordinator

CVS Caremark
03.2025 - Current
  • Enhanced client confidence in the grievance process through clear communication and empathetic handling of sensitive issues.
  • Improved interdepartmental communication, ensuring timely updates on case progress and resolutions.
  • Conducted comprehensive investigations on complex cases, leading to successful outcomes and satisfied clients.
  • Enhanced grievance resolution rates by implementing efficient tracking and monitoring systems.
  • Conducted regular audits of resolved cases to identify potential improvements or errors within the system.
  • Managed high caseloads diligently by effective organization strategies that maintained accuracy and timeliness during peak periods.
  • Maintained accurate records of all grievance cases, facilitating easier reporting and analysis of trends.
  • Reduced case backlog by prioritizing urgent grievances and effectively delegating tasks to team members.
  • Reviewed complaints and claims from workplaces about civil rights, determined validity and helped build satisfactory resolutions.

Customer Care Representative

CVS Caremark
08.2023 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Navigated multiple computer systems and applications to find information.
  • Contributed to team success, consistently achieving call center performance metrics.
  • Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
  • Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.

Customer Service Representative

JetBlue
04.2022 - 10.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.

Shift Manager

Tacobell
08.2018 - 04.2023
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Promoted a positive work environment through open communication and constructive feedback.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Excelled in every store position and regularly backed up front-line staff.
  • Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
  • Cooperated with coworkers to improve customer experience and manage storefront.
  • Tracked receipts, employee hours, and inventory movements.
  • Scheduled staff to establish adequate coverage during peak business hours.

Education

High School Diploma -

Osceola High School
Kissimmee, FL
05.2019

Skills

  • Employee relations
  • Recruitment strategies
  • Problem-solving
  • Time management
  • Attention to detail
  • Claims review
  • Multitasking
  • Organizational skills
  • Active listening
  • Decision-making
  • Relationship building
  • Professionalism
  • Employer training
  • Complaint handling

Certification

  • CMS Part D Coverage Determinations, Appeals, & Grievances Training - 03/2025
  • CMS Part C Coverage Determinations, Appeals, & Grievances Training - 03/2025

Languages

Spanish
Native or Bilingual

Interests

  • Gym Workouts
  • DIY and Home Improvement
  • Knitting and Crocheting
  • Baking
  • I like working with my hands and fixing things
  • Cooking
  • Gardening
  • Reading

Timeline

Grievance Coordinator

CVS Caremark
03.2025 - Current

Customer Care Representative

CVS Caremark
08.2023 - Current

Customer Service Representative

JetBlue
04.2022 - 10.2024

Shift Manager

Tacobell
08.2018 - 04.2023

High School Diploma -

Osceola High School

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