Angie Rodriguez
Newark,DE
Summary
High performing customer support professional motivated to maintain customer satisfaction and contribute to Elevate Apps success. Over 7 years experience managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with being intellectually curious and eager to learn new CRM systems, paired with outstanding active listening and multitasking abilities.
Overview
9
9
years of professional experience
Work History
Quality Assurance Analyst
Smith Capital and Property Solutions
Newark, DE
01.2023 - 01.2024
- Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
- Participated in daily scrum meetings providing status updates on projects assigned.
- Met project scope and delivery dates by planning optimal testing schedules.
- Collaborated with developers to diagnose problems and devise solutions.
- Created comprehensive test cases based on technical specifications or customer requests.
Account Specialist
Bank of America
Newark, DE
10.2016 - 06.2022
- Listened to customer needs to identify and recommend best products and services.
- Developed and maintained customer accounts by accurately recording customer information.
- Collaborated with other departments to resolve problems related to customer accounts.
- Read technical manuals and seminars to maintain knowledge of software/CRM's used.
- Provided level one remote support to customers experiencing technical difficulties with bank app.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Worked successfully with diverse group of peers to accomplish goals and address issues related to our products and services.
Customer Service Representative
Bank of America
Newark , DE
08.2014 - 10.2016
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Mentored junior team members and managed employee relationships.
- Provided top quality control and eliminated downtime to maximize revenue.
- Developed strong customer relationships to encourage repeat business.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Collected deposits or payments and arranged for billing.
Education
High School Diploma -
Howard High School of Technology
Wilmington, DE05-2011
Skills
- Ability to prioritize and multi-task during and after calls
- Ability to identify, test and reproduce technical issues
- Ability to easily understand and meet personal metric goals
- Strong collaboration skills by providing empathetic peer-to-peer support
Technical Skills
- Experience with Microsoft Office, Excel, PowerPoint
- Experience with Salesforce as a customer management tool
- Experience with Jira
- Experience with Avaya phone dialing system to receive inbound calls
- Experience working remotely using tools such as Zoom, Webex, and Skype for business
Timeline
Quality Assurance Analyst
Smith Capital and Property Solutions
01.2023 - 01.2024
Account Specialist
Bank of America
10.2016 - 06.2022
Customer Service Representative
Bank of America
08.2014 - 10.2016
High School Diploma -
Howard High School of Technology
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