Summary
Overview
Work History
Education
Skills
Languages
Education and Training
Timeline
Generic

Elina Rodriguez

Takoma Park,MD

Summary

Resourceful and empathetic support professional with 8+ years of experience in customer service and team supervision. Proven ability to resolve complex issues, drive team performance, and enhance customer satisfaction in both chat-based and phone environments. Eager to bring my problem-solving skills and remote collaboration strengths to a dynamic customer support role.

Overview

11
11
years of professional experience

Work History

Call Center Supervisor

CEDIMAT
01.2016 - 09.2024
  • Oversaw daily operations of the call center, ensuring adherence to KPIs and quality standards.
  • Reviewed daily performance metrics, including call volume and resolution time.
  • Handled escalated customer complaints and resolved issues efficiently.
  • Delegated tasks and established goals for staff, promoting accountability.
  • Mentored and trained new hires, improving onboarding efficiency.
  • Facilitated cross-department communication to streamline operations.
  • Contributed to recruitment and selection of new team members.

Sales Chat Agent

Talk2Rep
09.2014 - 08.2015
  • Managed live sales chats, converting inquiries into purchases with personalized solutions.
  • Engaged potential customers and promoted featured products.
  • Maintained strong client relationships to foster repeat business.

Customer Service Representative

Alorica
08.2013 - 09.2014
  • Delivered prompt and effective service to address billing and account concerns.
  • Handled complaint resolution, refunds, and account adjustments.
  • Identified upselling opportunities based on customer needs.

Education

Bachelor - Management

UTESA
10-2010

Skills

    CORE COMPETENCIES
  • Team Leadership & Supervision
  • Conflict Resolution & Problem Solving
  • Staff Training & Development
  • Time Management & Organization
  • Customer Retention & Relationship Management
  • Adaptability & Quick Learning
    TECHNICAL SKILLS
  • Microsoft Office Suite (Word, Excel, PowerPoint, Publisher)
  • Adobe Photoshop
  • WordPress & Online Collaboration Tools
  • Videoconferencing Platforms: Zoom, Microsoft Teams, Skype
  • Advanced Internet Research & Email Management
  • Document management

Languages

English
Full Professional
Spanish
Native or Bilingual

Education and Training

INFOTEP Workshops & Certifications:

  • Leadership Techniques (2023)
  • Effective Communication (2023)
  • Project Planning and Execution (2022)
  • Complaint Management and Service Recovery (2020)
  • Transformational Leadership (2019)
  • Effective Supervision (2018)
  • Telephone Service Quality (2016)

Timeline

Call Center Supervisor

CEDIMAT
01.2016 - 09.2024

Sales Chat Agent

Talk2Rep
09.2014 - 08.2015

Customer Service Representative

Alorica
08.2013 - 09.2014

Bachelor - Management

UTESA

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Elina Rodriguez