Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Crystal Rodenberg-Lozada

Davie

Summary

A dedicated professional with a solid foundation in technical support, customer service, strong leadership, and organization skills. Very passionate and motivated with a drive for excellence to obtain a position in a fast paced environment and where I can utilize my skills to contribute to a company’s success and add to my professional growth. Expertise in troubleshooting, problem-solving, and delivering clear solutions. Focused on team collaboration and achieving results. Adaptable and reliable with strong communication and technical skills. Prepared to drive positive outcomes and support organizational goals.

Overview

16
16
years of professional experience

Work History

Technical Customer Support Specialist

Realauction.com
06.2020 - Current
  • Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
  • Collaborated with cross-functional teams to address complex technical problems, ensuring timely resolutions for customers.
  • Demonstrated excellent multitasking abilities while juggling multiple support requests without compromising quality or efficiency.
  • Developed strong relationships with clients through consistent communication and follow-up procedures, fostering trust and loyalty.
  • Supported product development teams, providing valuable insights based on customer feedback.
  • To track progress on open cases and ensure timely follow-ups, diligently documented all interactions with customers in CRM system.
  • Provided exceptional customer service, consistently exceeding performance metrics in various areas.
  • Identified potential software or hardware issues through diligent monitoring of client systems for optimal functioning.
  • Improved team performance by sharing technical knowledge and best practices during training sessions.
  • Mentored new hires, helping them quickly acclimate to their roles as Technical Customer Support Specialists.
  • Enhanced customer satisfaction by efficiently resolving technical issues and addressing inquiries.
  • With exceptional attention to detail, identified recurring issues allowing the company to address underlying causes proactively.
  • Used ticketing systems to manage and process support actions and requests.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Monitored system performance to identify potential issues.
  • Researched and identified solutions to technical problems.

Dispatcher

Direct Leadz
03.2019 - 07.2021
  • Answer phones cordially and address all customer questions, creating detailed jobs in system database based on customer's requests or concerns.
  • Calm worried or frantic callers to efficiently and safely assess their needs based on situation.
  • Quickly obtain information on the type of locksmith service, location, and customer information to dispatch necessary information to the correct technician as quickly as possible.
  • Closely monitored dispatch board to prioritize daily calls.
  • Kept detailed track of all available field personnel and all in-progress and completed calls.
  • Served customers in a friendly, efficient manner following outlined steps of service.
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Directed dispatching, routing, and tracking of 100 fleet vehicles.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Processed invoices and payments for dispatched orders to provide proof of transaction.
  • Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
  • Facilitated training for new dispatchers, improving team readiness and performance.
  • Facilitated communications between customers and field personnel to answer questions or resolve concerns.
  • Provided customers with information on products and services.

Customer Service Office Manager

Federal Safety Compliance Center
01.2014 - 02.2019
  • Answer & assist a high call volume, providing assistance to customers with issues & resolving them.
  • Open, Create, void, and manage customer accounts/invoices.
  • Manage all customer communication and/or complaints via social media, BBB, FTC, and others boards.
  • Collect payments via check/ credit card for current & past due accounts.
  • Post payments, refunds, or other information to customer accounts via QuickBooks.
  • Oversee all product exchanges & returns, Issue refunds to customers.
  • Maintains payroll information by collecting, calculating, and entering data for multiple departments.
  • Maintain all finances for the business, process payments & reconciliation all payment data into QuickBooks, approve payments for the business monthly bills and pay vendors.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Directed training and retraining of employees to boost performance and enhance business results.

Bartender

Chili's Grill & Bar Restaurant
04.2017 - 11.2018
  • Greet and Seat all customers in a professional and friendly manner.
  • Describe Menu Items & daily specials in detail, and provide recommendations to guests
  • Inspect proper Identification of customers to ensure minimum age requirements for consumption of alcoholic beverages are always met.
  • Take food and beverage orders from guests, enter orders in our point-of-sale system which relays orders to the kitchen and bar.
  • Deliver food and beverages from kitchen and bar to guests in a timely manner.
  • Handle payments, bus tables, and do routine side work at the end of shift.
  • Set up bar for operation, obtained cash bank and stocked service bar.
  • Upsold daily specials and beverage promotions to exceed daily sales goals.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.

Customer Service Representative/Office Manager

PRGI Revenue/ Breeder Network
06.2009 - 05.2013
  • Demonstrate sense of urgency in a busy call center for multiple Marketing websites with an impressive track of success providing great resolutions to customer complaints, ultimately repairing trust and gaining loyalty with customers
  • Handle Customer Inquiries, complaints, billing, Invoices, and payments
  • Manage high work Volume workload within a deadline driven environment
  • Successfully diffuse customer’s problems that contribute to the company’s success
  • Providing customer service regarding collection issues, process customer refunds, process and review account adjustments, resolve client discrepancies and short payments. Responsible for monitoring and maintaining assigned accounts- Customer calls, account adjustments for online high school accounts.
  • Consistently Meet and/or exceed supervisor expectations
  • Manage and Monitor live chat for customers for multiple companies.
  • Travel for errands when needed to airports, doctor offices, post office, etc.
  • Maintain employee schedules for all companies/Departments anmd assist other managers & in processing payroll to accounting.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Education

Associate of Science - Medical Office Management

Florida Career College - Miami
Miami, FL

High School Diploma -

American Academy
05.2010

Skills

  • Work Personnel Advisement
  • Schedule Management
  • Client Interaction
  • Call Center Software
  • Dispatch Recordkeeping
  • Verbal and Written Communication
  • Microsoft Office
  • Data Entry
  • 45-50 WPM
  • Human Relations
  • Excellent with QuickBooks
  • Internet Savvy
  • Excellent phone skills
  • Ticketing system experience
  • Empathy and patience
  • Security protocols
  • Product knowledge
  • Technical troubleshooting
  • Time management
  • Attention to detail
  • Multitasking Abilities
  • Reliability
  • Organizational skills
  • MS office proficiency
  • Technical support
  • Microsoft outlook
  • Customer service expert
  • CRM software usage
  • Technical issues analysis

Timeline

Technical Customer Support Specialist

Realauction.com
06.2020 - Current

Dispatcher

Direct Leadz
03.2019 - 07.2021

Bartender

Chili's Grill & Bar Restaurant
04.2017 - 11.2018

Customer Service Office Manager

Federal Safety Compliance Center
01.2014 - 02.2019

Customer Service Representative/Office Manager

PRGI Revenue/ Breeder Network
06.2009 - 05.2013

Associate of Science - Medical Office Management

Florida Career College - Miami

High School Diploma -

American Academy

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Crystal Rodenberg-Lozada