Azucena Rodriguez
Boost Mobile
San Elizario
18
years of professional experience
Adaptable and highly organized professional with over 18 years of experience across DISH Network and Boost Mobile, successfully blending high-volume operations with extensive employee engagement, event planning, and enterprise support. Proven track record of leading party planning committees, executing site-wide charity drives, and spearheading cross-departmental initiatives across CXO, Sales, and Manufacturing teams. Skilled in process coordination, SOP guidance, and Google Suite administration. Seeking to leverage strong organizational, event management, and administrative expertise as a Site Coordinator.
Work History
Consumer Protection Representative & Team Mentor
2 Years- Enterprise Support & SOP Guidance: Serve as a subject matter expert, providing real-time support enterprise-wide to agents navigating complex customer issues, compliance guidelines, and standard operating procedures (SOPs).
- Performance Coaching: Mentor and help coach underperforming agents, delivering targeted guidance to help them improve quality metrics and procedural accuracy.
- Event & Site Coordination: Play an active leadership role on the internal Party Planning Committee; plan and execute monthly potlucks, employee milestone/birthday celebrations, and site-wide charitable events (e.g., 'Fight Against Hunger' food drives, holiday drives).
- Administrative & File Management: Reconcile customer accounts, resolve complex numerical discrepancies, and maintain organized electronic compliance documentation using Google Suite tools.
Customer Escalations & Retention Specialist (Senior Resolution Specialist)
16 Years 2 Months- Cross-Functional Event Leadership: Spearheaded and organized a sitewide multi-departmental foosball tournament, successfully uniting teams across CXO (Customer Experience), Sales, and Manufacturing to boost sitewide morale and foster cross-team collaboration.
- Complex De-escalation & Account Management: Managed and resolved high-level customer escalations, serving as a primary point of contact for complex service and billing inquiries.
- Claims & Operations: Processed and reviewed property damage claims, coordinating directly with relevant internal/external parties to ensure accurate, fair, and timely resolutions.
- Technical Resolution: Provided advanced technical support to troubleshoot complex issues beyond the scope of Tier 1 customer service teams.
Skills
Communications & Events: Event Coordination & Logistics
Employee Engagement
Internal Communications
Morale & Culture Building
Administrative & Leadership: Cross-Departmental Collaboration
Meeting Coordination
Onboarding Support
SOP Guidance & Coaching
Software & Systems: Google Suite (Docs
Sheets
Slides
Gmail
Drive
Calendar)
Finance & Detail: Basic Accounting
Account Reconciliation
Purchase Order Processing
Property Damage Claims
Timeline
Consumer Protection Representative & Team Mentor
Boost Mobile
08.2024 - CurrentRead More
Customer Escalations & Retention Specialist (Senior Resolution Specialist)
DISH Network
06.2008 - 08.2024Read More