Daniel Rodriguez Nieves
Bronx,New York
Summary
Dynamic and results-driven professional with extensive experience in customer service and call center operations, notably with Montefiore Medical Group. Excelled in bilingual communication and escalation management, achieving quality goals and fostering strong customer relationships. Proven track record in team leadership, exemplifying goal orientation and excellent time management skills.
Overview
8
8
years of professional experience
Work History
Customer Service Liaison II
Montefiore Medical Group
Tarrytown, USA
09.2022 - Current
- Address questions, problems, complaints, grievances, and special requests.
- Schedule appointments, process medications, referrals, etc.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Actively achieve quality goals and metrics.
- Strong bilingual listening, communication skills, and customer service skills.
- Updated databases with new and modified customer data.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- Worked with cross-functional teams to achieve goals.
- Strong computer multitasking, while working remotely.
Freight Team Associate
The Home Depot
Hawthorne, USA
04.2022 - 08.2022
- Unload and sort merchandise from the truck so it can be placed on the shelves
- Identified missing or broken products and restocked shelves
- Reviewed labeling and stocking of on-shelf inventory to verify correct pricing and content information displayed to customers.
- Provide some customer service while on the floor.
- Maintaining the store area clean and organized
- Placed bins, carts and containers in convenient locations to assist with loading efficiency.
- Stocked shelves with incoming inventory and ensured proper rotation of stock to maintain freshness.
CDC Vax Support Supervisor
TDB Communications
Yonkers, USA
01.2022 - 04.2022
- Coordinated day-to-day and long-term activities within various business platforms
- Monitored employee performance and handled corrective actions
- Actively coached on quality performance and employee scorecards
- Performed daily huddles to ensure goals and expectations were clear
- Guided employees in handling difficult or complex problems.
- Reported concerns and recommendations from clients and employees to senior management.
Call Center Supervisor
ICCS LLC / Eagle Teleservices
Fajardo, USA
08.2017 - 01.2022
- Established and enforced clear goals to keep all employees on the same level and working collaboratively
- Interviewed applicants, recommended individuals for hiring, and evaluated staff performance
- Assisted in the development of individualized lesson plans, goals, and criteria for trainees
- Identified and corrected performance and personnel issues negatively impacting team and business operations
- Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity
Education
Some College - Human Resources
Universidad Interamericana Metro
San Juan, PR12.2019
High School Diploma -
Ana D. Flores Santana
Fajardo, PR05.2015
Skills
- Fully bilingual in English and Spanish
- Goal-oriented
- Team player
- Excellent time management skills
- Computer Savvy
- Quick learner
- Active listening
- Punctuality and reliability
- Call center operations
- Medical terminology
- Escalation management
Additional Information - Availability
Part Time Availability / Overnight and weekends preferred.
Languages
English
Professional
Spanish
Professional
References
References available upon request.
Timeline
Customer Service Liaison II
Montefiore Medical Group
09.2022 - Current
Freight Team Associate
The Home Depot
04.2022 - 08.2022
CDC Vax Support Supervisor
TDB Communications
01.2022 - 04.2022
Call Center Supervisor
ICCS LLC / Eagle Teleservices
08.2017 - 01.2022
Some College - Human Resources
Universidad Interamericana Metro
High School Diploma -
Ana D. Flores Santana
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