Denis Omar Rodriguez López
San Salvador,El Salvador
Summary
Dedicated and highly skilled professional with over 14 years of experience in customer service, retention, sales, technical support, and intake roles—including chat representation. A quick learner with excellent communication skills in both English and Spanish, known for delivering exceptional customer experiences, solving complex problems, and driving client satisfaction. Proficient in a wide range of tools to streamline workflows and boost efficiency. Passionate about fostering trust, achieving results, and exceeding performance metrics in dynamic environments.
Overview
14
14
years of professional experience
Work History
Administrative Assistant
Moran Agencies
03.2024 - 10.2025
- Assisted agents with policy updates, billing inquiries, and communication with carriers including American Modern, Pacific Specialty, USLI, Foremost, National General, and Progressive among others
- Uploaded documents and maintained client records accurately in Agency Matrix and company CRM systems.
- Contacted carriers to verify policy statuses, pending fees, and non-renewal reasons.
- Processed reinstatements, cancellations, and renewals while ensuring timely follow-up with insureds.
- Drafted professional emails and chat messages to carriers and clients regarding policy updates and documentation.
- Created detailed case notes in Matrix to document all communication for quality assurance and compliance.
- Provide administrative support to improve retention and efficiency.
Sales Representative
Great VirtualWorks
09.2022 - 12.2024
- Sold health supplements, including Omega XL, Sleep XL, and Vitamin XL D3, by addressing customer needs effectively.
- Provided product-specific benefits, detailed delivery timelines, and overcame objections to close sales.
- Streamlined payment processes and professionally handled customer inquiries.
Intake Specialist
Alonso & Alonso Attorneys at Law
03.2023 - 02.2024
- Sold legal consultations by screening potential clients and addressing their inquiries.
- Scheduled, confirmed, and processed payments for consultations.
- Assisted clients with residency, family petitions, citizenship, and other legal matters.
- Handled objections professionally, creating urgency for consultations.
- Maintained accurate intake forms with personal client information.
Retention Agent
Chat Support Services Group CR
06.2020 - 02.2023
- Provided exceptional customer retention services through chat and inbound calls, offering personalized solutions to address client concerns and maintain memberships.
- Delivered tailored assistance to retain customers by emphasizing service value and crafting targeted offers.
- Managed multiple customer inquiries simultaneously with precision and empathy, ensuring a seamless chat and call experience.
- Resolved technical issues—including password resets and credit report inquiries (Equifax, Experian, and TransUnion)—via chat and calls.
- Processed membership cancellations while implementing retention strategies to minimize churn.
- Ensured all interactions were professional, timely, and customer-focused, fostering loyalty and satisfaction.
Customer Service Representative
Polo Dental
05.2018 - 06.2020
- Scheduled, confirmed, and canceled patient appointments while managing calls effectively.
- Left detailed voicemail messages for patients who did not answer.
- Verified patient insurance coverage, ensuring compatibility with the doctor's policies.
- Promoted and sold dental treatments, such as orthodontics, dental fillings, and teeth whitening, based on patient needs.
Customer Service Representative
Ubiquity Global Services
08.2016 - 01.2018
- Handled inbound calls from the United States, providing dedicated customer service assistance.
- Guided customers through the process of disbursements for purchasing computers, books, and other essentials.
- Managed replacement cards for lost or stolen items by creating support tickets for timely resolution.
- Explained to customers the reasons behind declined transactions and provided information on where they could effectively use their cards.
Customer Services Agent
Focus-On Site
San Salvador
11.2014 - 12.2016
- Assisted customers in obtaining cell phones through the Lifeline government assistance program.
- Verified program eligibility by confirming qualifications and explaining related policies.
- Handled sensitive compliance information while delivering exceptional service.
Customer Services Agent
Teleperformance
San Salvador
11.2011 - 11.2012
- Managed AT&T customer inquiries related to balance, minutes, and payment issues.
- Resolved technical issues, including coverage gaps and text messaging concerns.
- Delivered clear explanations and tailored solutions to meet customer needs.
Sales Support Specialist
Brooks Pest Control
- Made outbound calls to qualify leads based on pest issues and service area criteria.
- Scheduled and canceled appointments while maintaining clear communication.
- Provided warm transfers of qualified leads to the sales team, ensuring a seamless customer experience.
- Delivered an exceptional first impression to all potential customers.
Education
Advanced English Certification -
Pro-Lingua Institute
01.2008
Business Administration -
University of El Salvador
01.2006
General High School -
Centro Internacional de Programación de Computadoras (C.I.P.C.)
01.2001
Skills
- Customer Retention & Relationship Management
- Sales Optimization & Target Achievement
- Technical Troubleshooting & Support
- Scheduling
- Appointment Management
- Insurance Verification
- Multitasking in High-Pressure Environments
- Objection Handling
- Rebuttal Techniques
- Clear Communication
- Analytical Thinking
- Detail Orientation
- Customer Service Tools
- Genesys ICloud
- FIVE9
- VICIdial
- HubSpot
- Salesforce
- Camp Legal
- CrownVoice
- InvGate
- UI Bakery
- Live Chat
- Zoho
- Ring Central
- Google Workspace
- Slack
- Microsoft Teams
- Advanced Appointment Scheduling
- Calendar Management
- Strong Insurance Verification Processes
- Exceptional Objection Handling
- Rebuttal Expertise
- Conflict Resolution
- Empathy-Driven Customer Care
- Strategic Upselling
- Retention Techniques
- Adaptability
- Quick Learning
- Professional Verbal Communication
- Professional Written Communication
- Collaboration Tools
Projects
Virtual Buyer Associate, Remote Collaboration with US-Based Team, Freelance, 10/01/24, Present, 20-25 hours/week consistently., Assisted the team by making online purchases within defined parameters, ensuring accuracy and timeliness for events such as concerts, sports events, theater, comedy shows, festivals, family-friendly events, and special events., Supported administrative tasks with Google Sheets for organized data tracking and reporting., Coordinated with team members via Slack and Zoom for efficient workflows and timely deliveries.
Languages
- English
- Spanish, Native
- English, Fluent
Timeline
Administrative Assistant
Moran Agencies
03.2024 - 10.2025
Intake Specialist
Alonso & Alonso Attorneys at Law
03.2023 - 02.2024
Sales Representative
Great VirtualWorks
09.2022 - 12.2024
Retention Agent
Chat Support Services Group CR
06.2020 - 02.2023
Customer Service Representative
Polo Dental
05.2018 - 06.2020
Customer Service Representative
Ubiquity Global Services
08.2016 - 01.2018
Customer Services Agent
Focus-On Site
11.2014 - 12.2016
Customer Services Agent
Teleperformance
11.2011 - 11.2012
Sales Support Specialist
Brooks Pest Control
Advanced English Certification -
Pro-Lingua Institute
Business Administration -
University of El Salvador
General High School -
Centro Internacional de Programación de Computadoras (C.I.P.C.)