Delynn Rodriguez
Arlington,TX
Summary
Dynamic professional with extensive experience in call center operations and client retention at Lynx/Tempo Air. Proven track record in upselling and training teams to enhance performance. Skilled in CRM systems and adept at fostering customer satisfaction through effective communication and problem resolution. Committed to driving results and optimizing service quality.
Overview
24
24
years of professional experience
Work History
Remote Customer Service Representative
Lynxx/Tempo Air
Irving, TX
08.2020 - 02.2026
- Answered and processed incoming calls and emails for windshield claims and HVAC/Plumbing services.
- Processed payments, verified insurance information, and created work orders, callbacks, and return tickets.
- Escalated calls to management and dispatched technicians to assigned jobs.
- Executed retention calls to confirm member accounts and successfully upsold membership upgrades.
- Coordinated scheduling of HVAC replacements, repairs, and membership services to optimize technician availability.
- Facilitated training for new employees on call handling, customer support, and system usage to enhance team effectiveness.
- Checked warranty information and managed customer records for service accuracy.
General Manager / Sales
Insurance Resource Group
Dallas, TX
11.2015 - 07.2020
- Increased revenue through targeted sales of supplements and discounted healthcare plans, contributing to overall financial growth.
- Implemented incentive programs that boosted sales performance and enhanced customer satisfaction.
- Managed and trained team of 50+ employees, ensuring compliance with company policies and enhancing team capabilities.
- Supervised operations to ensure adherence to business goals and compliance standards.
- Oversaw payroll, attendance, direct deposits, and disciplinary actions including terminations.
Insurance Agent / Customer Service Agent
Connextions
Irving, TX
07.2012 - 01.2014
- Managed high-volume inbound/outbound calls, effectively addressing customer needs in a fast-paced environment.
- Resolved customer concerns with empathy and professionalism, ensuring high levels of satisfaction.
- Assisted senior citizens with Medicare Advantage enrollment and explained benefits for Parts A & B.
- Documented, researched, and resolved service issues, contributing to overall service quality in a fast-paced call center.
- Verified customer information for compliance and accurate tracking purposes.
Sales / Customer Service
PSI
Dallas, TX
05.2002 - 07.2012
- Oversaw call center employees, ensuring customer satisfaction goals were met consistently.
- Sold discount and bridge health plans, resolving customer product complaints to enhance satisfaction.
- Maintained professional communication while addressing escalated issues, fostering trust and collaboration.
- Conducted employee performance reviews, identifying areas for improvement to streamline resolution times and elevate service quality.
- Gathered and verified customer information for documentation and service resolution.
Education
GED -
Dallas Ser
Dallas, TX07-1991
Skills
- Call center operations
- Client retention
- CRM systems
- Account Management
- Upselling
- Insurance Policy Knowledge
- Benefits knowledge
- Microsoft Office
- Google Workspace
- Office software
- Training & Development
- Team Supervision
Timeline
Remote Customer Service Representative
Lynxx/Tempo Air
08.2020 - 02.2026
General Manager / Sales
Insurance Resource Group
11.2015 - 07.2020
Insurance Agent / Customer Service Agent
Connextions
07.2012 - 01.2014
Sales / Customer Service
PSI
05.2002 - 07.2012
GED -
Dallas Ser