Carlos Rodriguez
Tampa,FL
Summary
Over two decades of customer-related service, management, and supervision. Presided in a management capacity for several companies including Fortune 500 companies. Excellent leadership, interpersonal, organizational, communication, and verbal skills. Work well without supervision. Strong track record of execution against strategic objectives with Project Planning. Administrative Skills, with Departmental Operations Management. Business Development with Communication Skills, Community Outreach, and Cross-Cultural Communications. Customer Relations and Departmental Operations Management. Bilingual English/Spanish with the ability to translate. MS-DOS 6.0, MS Word, MS Excel, Outlook Microsoft's Windows applications, MS Office 365 System One, Saber, and Cable data 8.6, and Web/Internet consultant. Ability to prioritize and remain focused on the essence of an issue. Skilled at learning new concepts quickly while working well under pressure. Detail-oriented Account Specialist focused on resolving issues and maintaining customer loyalty. Strong critical thinking skills with a methodical approach.
Overview
30
30
years of professional experience
Work History
Fraud Accounts Specialist Bilingual Credit/Debit
Bank of America
Tampa, Florida
11.2020 - Current
- This role is responsible for the day-to-day resolution of complex claims/escalations including in-depth analysis of fraud and non-fraud claims.
- Assisted customers regarding escalated and fraud-related issues
- Complex decisions are made based on analytical research, established policies and procedures, and judgment.
- The role requires extensive experience and must follow all applicable regulatory guidelines and established procedures while utilizing multiple systems and tools
- These individuals will interact with multiple business partners and clients to educate, set appropriate expectations, or skillfully deny the claim.
- Updated fraud reports/account information
- Built strong relationships with clients, vendors, and stakeholders for loyal, profitable accounts.
Fraud Accounts Supervisor
Capital One
Tampa, Florida
11.2014 - 06.2020
- Investigated accounts activities and identity theft
- Assisted customer regarding escalated and fraud related issues
- Made outbound calls to potential victims of ID theft
- Verified customer's identity through extensive verification processes
- Responded to cardholders' alerts to potentially fraudulent activity
- Updated fraud reports/account information
- Assisted when customers had fraud related questions and report
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Optimized use of available tools and technologies to enhance fraud detection capabilities within the team.
- Served as an expert point of contact for all matters related to account fraud within the department.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Customer Service Representative Vitera Healthcare (Temporary)
SNI Companies
Tampa, Florida
05.2012 - 06.2014
- Contact customers to update billing information
- Responds to customers' inquiries or complaints regarding company products, contractual agreements, licensing, and billing via incoming telephone calls, written correspondence or email, and uses various system work queues
- Reviews and researches problems with respect to established policies, billing, procedures, contractual agreements, and licensing practices
- Contact customers following established guidelines to recover delinquent balances
- Follows up on manager requests, internal requests, and escalated issues
- Coordinates problem resolution with appropriate departments.
- Increased efficiency and team productivity by promoting operational best practices.
Customer Service Manager
Health Insurance Innovations
Tampa, Florida
08.2011 - 04.2012
- Primary duties are to manage and direct the daily activities of call center agents and telephone
- Supervise, plan, and manage all functions concerning the Call Center environment
- Create training material and manuals for new and existing staff
- Schedule vacation time, or personal time off request for the call center
- Monitor the activity and abilities of each individual representative
- Responsible for being the information source to answer questions, assign tasks, follow up and give instructions as needed
- Responsible to attend to, follow ups and customer resolution
- Maintain, supervise and direct all call related queue volumes
- Also includes making sure all calls are answered in a timely manner and there is adequate staff to support those calls
- Responsible for reporting and triaging any equipment, PC, application, hardware and software issues that are service impacting
- Provide required support to the staff training needs, apply the best skills and knowledge on the job and monitor the performance needs as well
- Prepare schedules for all personnel to ensure that the daily service levels are attained
- Oversee spreadsheets, reports, and activities related to updating member policies that require any actions
- Monitor attendance; create tracking logs, schedule breaks and change shifts as necessary for adequate coverage
- Perform all the tasks by discussing with the manager of customer service such as communicating solutions, successes, and opportunities to the Manager of customer service.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lag.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
Warehouse Manager
Integrated Airline Services
Tampa, Florida
04.2006 - 07.2009
- Delegated support to the overnight shift processing parcel and mail for the US postal service
- Oversaw the processing of 100k plus pounds of parcel and mail on a nightly basis
- Worked closely with the US Postal liaisons to assure the proper handling of the inbound mail
- Arranged final delivery with FedEx to pick up and airlift to their corresponding destinations
- Successfully completed New Hire Training and any additional training provided
- Conduct schedule arrangement, asset evaluations and disciplinary action
- Increased warehouse efficiency by implementing new inventory management systems and procedures.
- Maintained a safe work environment by enforcing strict adherence to OSHA guidelines and company policies.
- Streamlined operations for faster order processing by updating warehouse layout and organization.
- Involved in the hiring and training of employees
- Reported all work processes to the corporate and local management
- Reported all nightly functions to US Postal executive.
- Negotiated contracts with outside providers and rates for facility leases to minimize costs to company.
Customer Service Manager
JP Morgan Chase BCS
Tampa, Florida
07.2003 - 08.2005
- Met and exceed quality and customer satisfaction goals to ensure customer retention and uphold the Chase brand
- Minimized call escalations through effective coaching and support
- Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job
- Communicate business strategies and results to CSRs, empowering
- Created and fostered a positive, successful, and professional work environment where employees choose to work and achieve their goals
- Offer frequent formal and informal recognition
- Build solid productive relationships with all levels of leadership and support teams
- Facilitated effective and supportive team relationships
- Resolve operational and interdepartmental problems quickly
- Provided timely feedback to the management team on customer trends, issues and needs
- Facilitate accurate credits and adjustments
- Processed and fulfilled customer needs related to products and services offered by bank credit card member service.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Project Manager/Office Manager
Bathgate LDC
Bronx, New York
08.1998 - 05.2003
- As project manager I created and executed project work plans and revises as appropriate to meet changing needs and requirements
- Identified resources needed and assigned individual responsibilities
- Managed day-to-day operational aspects of a project and scope
- Reviewed deliverables prepared by team before passing to client
- Effectively applied our methodology and enforces project standards
- Prepared for engagement reviews and quality assurance procedures
- Minimized our exposure and risk on project
- Ensured project documents are complete, current, and stored appropriately
- Maintained office organized and sanitized
- Directed Administrative, fiscal, marketing and promotional activities for this non-profit organization
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
- Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
- Controlled all aspects of the Environmental Protection Agency's funded waste assessment and prevention program that provides technical assistance to the businesses in the industrial park of the community
- Also controlled all aspects of Department of Business.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
Senior Operations Manager
Cablevision Of New York City
Bronx, New York
02.1994 - 05.1998
- Primary duties were to maintain all functionality on the customer service department
- Oversaw the operations of the ARU phone system, ACD call count, and ASA average wait time for the customers
- Created many protocols that are standard companywide and helped shape the standardization of day-to-day function for the customer call center
- Facilitated promotional information and information on areas of difficulty to the call center service representatives
- Also hourly reports were provided to management on both calls count and average wait time for subscribers
- Conducted extensive motorizing on managers, supervisors, team leads and representatives for quality assurance
- Managed the 'Help Desk' that provided immediate and concise information to call center relation representatives
- Management and team supervisor training conducted annual reviews, corrective training and disciplinary action.
Education
Associates in Travel Careers - Tourism And Travel Management
CTI Career Center
New York, NY09.1989
Academics Diploma - Academics
DeWitt Clinton High School
The Bronx, NY05.1986
Skills
- Accounts receivable management
- Issue investigations
- Customer Engagement
- Internal Controls
Accomplishments
Created and implemented operational protocols for several companies including Cablevision of New York City. The protocols are still in use to this day as their standard day-to-day operations. As the lead consultant I helped create multiple call center operating protocols under my company RGRS & O. As CEO of my company I spearheaded many firsts in my local community. I started CYBERJAVA first internet cafe in the Bronx. I ran and edited The Bronx Community News, a free by-monthly locally based newspaper circulating 30,000 copies at over 200 locations including community-based organizations. My company also sponsored awareness events, business enhancement. seminars and community computer workshops to teach inner city youth basic computer skills.
Spanish
Fluent
Languages
Spanish
Native or Bilingual
Timeline
Fraud Accounts Specialist Bilingual Credit/Debit
Bank of America
11.2020 - Current
Fraud Accounts Supervisor
Capital One
11.2014 - 06.2020
Customer Service Representative Vitera Healthcare (Temporary)
SNI Companies
05.2012 - 06.2014
Customer Service Manager
Health Insurance Innovations
08.2011 - 04.2012
Warehouse Manager
Integrated Airline Services
04.2006 - 07.2009
Customer Service Manager
JP Morgan Chase BCS
07.2003 - 08.2005
Project Manager/Office Manager
Bathgate LDC
08.1998 - 05.2003
Senior Operations Manager
Cablevision Of New York City
02.1994 - 05.1998
Associates in Travel Careers - Tourism And Travel Management
CTI Career Center
Academics Diploma - Academics
DeWitt Clinton High School