Ayra Davila Rodriguez
Rochester,NY
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Quality Assurance Test Specialist
Benefit Resource, Inc
07.2023 - Current
- Ensured compliance with industry standards and regulations by meticulously reviewing documentation and procedures.
- Elevated team skills by providing mentorship and training to junior QA specialists, enhancing overall expertise within the department.
- Fostered a culture of continuous improvement by regularly providing constructive feedback on both individual performance metrics as well as broader team goals.
- Kept scripts and test cases updated with current requirements.
Participant Services Team Lead
Benefit Resource, Inc
03.2022 - Current
- Improved customer satisfaction by efficiently resolving service issues and addressing concerns.
- Streamlined team operations for increased productivity by implementing effective task delegation and time management strategies.
- Enhanced team performance with regular coaching sessions, resulting in higher overall customer satisfaction levels.
- Reduced employee turnover rate by fostering a positive work environment and providing opportunities for growth and development.
- Achieved faster response times to service requests through the implementation of efficient communication channels and processes.
- Developed thorough training materials to ensure new employees were equipped with the necessary skills for success in their roles.
- Managed scheduling, ensuring optimal coverage during peak hours while also accommodating employee availability and preferences.
- Implemented quality assurance measures, leading to a reduction in service errors and an increase in positive customer feedback.
- Served as the main point of contact for escalated customer issues, effectively resolving them while maintaining strong relationships with clients.
- Conducted regular performance evaluations to provide constructive feedback on areas of strength or needing improvement, enabling continuous professional growth within the team.
- Led weekly team meetings to discuss goals, review progress, address challenges, and celebrate successes together as a cohesive unit.
- Optimized resource allocation across projects by closely monitoring workloads and adjusting schedules accordingly for maximum efficiency without sacrificing quality standards.
- Mentored team members to develop their skills and expertise in various aspects of service delivery, resulting in a more versatile and well-rounded workforce.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Participant Services Representative
Benefit Resource, Inc
05.2017 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues in a professional manner.
- Assisted clients with account maintenance tasks, improving overall account management efficiency.
- Streamlined workflow processes for better team productivity and reduced operational costs.
- Developed rapport with customers, fostering long-term relationships and repeat business opportunities.
- Contributed to company growth by consistently achieving monthly performance goals and targets.
- Collaborated with cross-functional teams to create cohesive participant experiences across all touchpoints.
- Delivered personalized service to clients, resulting in increased client retention rates and referrals.
- Trained new hires on company policies and procedures, ensuring seamless integration into the team.
- Maintained detailed records of client interactions, allowing for thorough follow-ups and accurate reporting.
- Handled high call volumes efficiently, maintaining professionalism under pressure while meeting performance targets.
- Managed sensitive participant information with discretion, adhering to strict privacy guidelines and regulations at all times.
- Conducted thorough research on behalf of clients to provide accurate information regarding their accounts or benefits plans.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Manager
Walmart
02.2014 - 03.2016
- Maintained the cleanliness of Front End of store (registers, vestibules, parking lot, bathrooms)
- Provided support to cashiers in order to help speed up the check-out process
- Supervised cashiers, service desk/returns, people greeters, cart pushers, and maintenance associates
- Resolved discrepancies on the sales floor and Front End, and established good customer relationships
- Responsible for getting cash loans, money order forms, money transfers (Money Gram), change for registers throughout store, cashier audits, cashier training and observations.
Customer Service Manager
Walmart
04.2007 - 09.2011
- Maintained the cleanliness of Front End of store (registers, vestibules, parking lot, bathrooms)
- Provided support to cashiers in order to help speed up the check-out process
- Supervised cashiers, service desk/returns, people greeters, cart pushers, and maintenance associates
- Resolved discrepancies on the sales floor and Front End, and established good customer relationships
- Responsible for getting cash loans, money order forms, money transfers (Money Gram), change for registers throughout store, cashier audits, cashier training and observations.
Housekeeping Coordinator
Caribe Hilton Hotel
07.2003 - 12.2006
- Answered phone calls from guest's requesting toiletries, towels, laundry, turn down service, and or no service at all during stay
- Scheduled housekeepers for the daily routines, assigned service areas, oversaw day off requests/vacation time, and helped with payroll
- Filed, communicated information from management to housekeepers, ordered and received supplies, and supervised cleanliness of rooms.
Education
Medical Office Assistant Diploma -
Bryant & Stratton College
Rochester, NY04.2017
Skills
- Office Management
- Front-Desk Reception
- MS Word, Excel, Outlook
- Spreadsheets/Reports
- Executive Support
- Organized
- Problem solving and decision making
- Detail oriented
- Documentation and Reporting
- Data Analysis
- Issue Resolution
- Team Collaboration
- Performance Monitoring
- Decision-Making
- Project Management
- Customer Service
- Sound Decision-Making Abilities
- Internal Audits
References
- Jason Henry, Assistant Manager, Walmart, 441 Commerce Dr., Victor, NY, 14564, 585-398-6038, squid545@hotmail.com
- Valimarie Martinez, Housekeeping Manager, Caribe Hilton Hotel, 1 San Geronimo St., San Juan, PR, 00901, 787-721-0303, valymartinez85@gmail.com
- Roger Sacheli, Adjunct Instructor/Assistant Librarian, Bryant & Stratton College, 1225 Jefferson Rd., Rochester, NY, 14623, 585-794-0713, rogsacheli@gmail.com
- Molly Low, Subject Area Coordinator - English, Bryant & Stratton College, 1225 Jefferson Rd., Rochester, NY, 14623, 585-292-5627, mslow@bryantstratton.edu
Certification
HIPAA Certificate
Languages
Spanish
Native or Bilingual
Timeline
Quality Assurance Test Specialist
Benefit Resource, Inc
07.2023 - Current
Participant Services Team Lead
Benefit Resource, Inc
03.2022 - Current
Participant Services Representative
Benefit Resource, Inc
05.2017 - Current
Customer Service Manager
Walmart
02.2014 - 03.2016
Customer Service Manager
Walmart
04.2007 - 09.2011
Housekeeping Coordinator
Caribe Hilton Hotel
07.2003 - 12.2006
Medical Office Assistant Diploma -
Bryant & Stratton College
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