ariel rodriguez
Pembroke Pines,USA
Summary
Proactive and results-driven Specialist with a proven ability to lead teams toward achieving organizational goals. Known for clear, articulate communication and effective collaboration across all levels. Ambitious and forward-thinking, committed to excellence in every task, and motivated to deliver consistent success through optimism, initiative, and strong leadership.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
Hard Rock Digital
Hollywood, Florida
06.2025 - Current
- Deliver exceptional customer experience and support through multiple communication channels (live chat, email, phone, and social media), ensuring timely, accurate, and compliant resolutions to player inquiries.
- Handle diverse account management, betting, payment processing, and verification requests while maintaining strict adherence to state gaming regulations and internal compliance policies.
- Foster customer satisfaction and retention through proactive problem-solving, empathy, and a first-contact resolution approach.
- Utilize CRM systems such as Salesforce and internal platforms (NATS, Slack, and payment verification tools) to manage player cases, document interactions, and coordinate with cross-functional teams.
- Achieve and exceed quality assurance metrics, productivity goals, and service-level agreements (SLAs) through attention to detail, accountability, and consistent follow-through.
- Collaborate with operations, payments, risk, and responsible gaming teams to resolve escalated cases, and identify process improvement opportunities.
- Demonstrate flexibility and strong multitasking skills in a high-volume, fast-paced environment, adapting to evolving systems, workflows, and player needs.
- Contribute to a culture of continuous improvement by providing feedback on workflows, communication standards, and training materials to enhance overall customer engagement, and team efficiency.
DOT Specialist
Spirit Airines
Dania Beach, FL
05.2023 - 12.2024
- Perform research and respond to customer complaints received from the Department of Transportation (DOT) to ensure compliance with DOT regulations.
- Investigate customer complaints submitted to the DOT and respond with articulate and dispositive responses to customers in a timely manner to provide excellent customer service.
- Identify potential violations of DOT regulations to the attention of the impacted departments in order to facilitate a solution.
- Offer proactive recommendations for implementation to achieve business results.
- Build and organize reports of all customer complaints received from the DOT with supporting documentation on a monthly basis.
- Assemble analytics reports that identify trends for Executive review.
- Conduct compliance review meetings and report findings to Legal Counsel if required.
- Training materials development
Customer Care Expert
WIX.com
Miami Beach, FL
06.2022 - 05.2023
- Build strong relationships with Wix users, figure out their true needs, and help guide them to reach their business goals and enhance their online presence.
- Work on resolving Wix user questions, and offering support and solutions professionally, timely, consistently, and accurately.
- Effectively utilize internal resources and determine when to escalate as appropriate.
- Represent Wix as a primary contact for Wix users and aim to exceed user expectations by responding promptly to inquiries via email, phone, chat, and/or other communication channels.
- Introduce Wix users to our different tools, services, and products they can benefit from, and help onboard them where appropriate.
- Develop expertise in Wix products and stay up to date with new features and improvements.
- Work in a dynamic team environment, collaborating with other departments and product teams, to advocate our users' needs and strengthen product roadmaps.
- Analyze user behavior and relevance to determine their effect on user satisfaction.
- Adhere to a predetermined daily schedule with the flexibility to pivot as needed to meet customer care demands.
In-Store Trainer
Apple
Aventura, FL
06.2017 - 06.2022
- Trained staff on product features and benefits to enhance customer experience.
- Developed engaging training materials for new employees and ongoing education.
- Collaborated with management to identify training needs and opportunities for improvement.
- Provided feedback to team members to support their professional development.
- Maintained knowledge of latest Apple products and industry trends for training purposes.
- Assisted in onboarding new hires, ensuring smooth integration into the team.
- Implemented best practices for delivering engaging in-store trainings using various methods such as lectures, demonstrations, workshops.
Community Development Specialist
Microsoft
Aventura, FL
04.2014 - 11.2017
- Designed community engagement programs to enhance local partnerships and outreach.
- Facilitated workshops to educate participants on technology and digital skills.
- Developed training materials for community leaders and volunteers.
- Coordinated training schedules to ensure maximum employee participation and availability.
- Mentored junior trainers, providing guidance on best practices and instructional techniques.
- Collaborated with department leaders to align training objectives with organizational goals.
- Maintained up-to-date records of trainee progress and provided regular updates to management team.
- Managed multiple projects simultaneously while adhering to tight deadlines.
Education
High School Diploma -
Barbara Goleman Senior High
Miami Lakes06.2011
Some College (No Degree) - Cyber Security
Broward College
Pembroke PinesSkills
- Interpersonal and communication skills
- Time Management
- Computer skills (iOS & Windows)
- Microsoft office specialist (MOS) expert
- Advanced SEO knowledge
- Technical troubleshooting
- Product troubleshooting
- Remote support
- Data entry
- CRM software utilization
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Customer Service Specialist
Hard Rock Digital
06.2025 - Current
DOT Specialist
Spirit Airines
05.2023 - 12.2024
Customer Care Expert
WIX.com
06.2022 - 05.2023
In-Store Trainer
Apple
06.2017 - 06.2022
Community Development Specialist
Microsoft
04.2014 - 11.2017
High School Diploma -
Barbara Goleman Senior High
Some College (No Degree) - Cyber Security
Broward College