Elizabeth Rodriguez
San Antonio,TX
Summary
Dynamic leader with a proven track record at Prog LLC, adept in training development and creative problem-solving. Excelled in enhancing feedback and team performance, achieving significant reductions in average handle time. Skilled in leadership development and complaint resolution, consistently delivering superior results through effective team management and staff coaching while cultivating a positive working environment.
Overview
8
8
years of professional experience
Work History
Customer Service Team Lead
Prog LLC
01.2022 - Current
- Offered scoring feedback via a quality assurance program.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
- Motivated team leader of hands on in fast pace work environment, experience success in managing multiple projects while meeting tight deadlines for hold audits and transfer audits. Highly organized Team Leader with experience leading teams and delivering results such as company OKR’S AHT hold times.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Increased first call resolution rates by developing a plan to reduce AHT catching trends, live call listenings, and coaching’s.
- Reduced average handle time through effective communication training and improved knowledge of products/services offered.
- Handled escalated calls by implementing my empowerment.
- Having crucial conversations to improve and creating an action plan.
- Reviewed customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.
- Developed and nurtured lasting relationships with agents through dedicated assistance, issue resolution and active listening.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
Customer Service Representative
Prog LLC
12.2021 - 01.2022
- Followed up with customers about resolved issues to maintain high standards of customer service. “We do right period”
- Responded to customer requests for products, services, and company information for the lease to own purchase program.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business..
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Mentored new hires, contributing to their successful integration into the team.
- Responded proactively and positively to rapid change.
- Collaborated with team members and my supervisor to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer by meeting stats such as AHT, Hold time QA and attendance. I have won Team Elite for QA, Alpinist and Trail Blazer.
- Delivered exceptional customer service to every customer by utilizing my empowerment skills along with KB pages and implementing coaching feedback.
- Met customer call guidelines for service levels, handle time and productivity by listening to my calls and finding opportunities to shorten my calls.
- Exhibited high energy and professionalism when dealing with fast pace work environment and increase on call volume.
- Stuck to my adherence schedule to meet business needs.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
- Passionate about learning and committed to continual improvement.
- Strengthened communication skills through regular interactions with others. Working in a virtual environment super important for me to be able to communicate.
Customer Service Representative
Radiant Plumbing
05.2020 - 12.2021
- Responded to customer requests for products, services, and company information. I was responsible for scheduling appointments going over payment information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. I had to work closely with management as it was a self owned business before becoming Radiant plumbing.
- Engaged directly with contractors, plumbers, builders and other key individuals in effort to promote business opportunities.
- Recommended complementary purchases to customers, increasing revenue.
- Effectively communicated promotions and new product releases to customers via email, mail or phone call.
- Supported senior technicians in scheduling installation, repair, and maintenance of various HVAC systems.
- Paid attention to detail while completing assignments. I had to know the differences between HVAC services and plumbing services and the basics.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Exceeded sales targets through consistent follow-up with customers and providing expert knowledge on plumbing supplies.
- Provided exceptional customer service by addressing inquiries both in-person and over the phone, guiding clients towards suitable solutions for their plumbing needs.
- Conducted routine store maintenance tasks such as cleaning, organizing shelves, and conducting inventory checks, ensuring optimal presentation of products at all times.
- Recommended plumbing products that would fulfill customer requirements.
- Delivered energetic responses to customers in person or by telephone, going above and beyond to serve needs.
- Used windows system to locate inventory and place special orders for customers or would go through our sales team.
- Served as a dependable team player, consistently arriving on time and ready to handle responsibilities.
Customer Service Representative
IBEX Global
03.2017 - 04.2020
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations. There were different campaigns I worked for in this call center. I started off working for Walmart campaign then I moved to frontier campaign.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Engaged in friendly conversation with customers to better uncover individual needs.
- Worked to build relationships with customers and built potential for additional sales for Walmart campaign.
- Trouble shooting, critical thinking to break down problems, evaluate solutions and make decisions.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Processed account adjustments, refunds, and transfers in accordance with company guidelines.
- Resolved shipment discrepancies quickly to maintain customer satisfaction levels and reduce potential losses from returns or refunds.
- Resolved customer disputes promptly and professionally, preserving company reputation while minimizing potential losses from refunds or chargebacks.
- Expedited refunds processing by identifying overpayments quickly and initiating refund requests as needed.
- Improved overall team performance with regular feedback sessions and targeted coaching.
- Developed high-performance through regular coaching, mentoring, and performance evaluations.
- Top perfect attendance to ensure I fulfill my job duties.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Created and maintained detailed database to develop promotional sales.
- Used teams to communicate and ask questions.
Education
High School Diploma -
ST. Augustine High School
270 Byron St Fort Worth, TX 76114Skills
- Training development aptitude
- Complaint resolution
- Creative problem solving
- Team management
- Status updates
- Feedback delivery
- Teamwork and collaboration
- Multitasking and prioritizing
- Problem-solving
- Reliability
- Excellent communication
- Critical thinking
- Adaptability and flexibility
- Decision-making
- Superior work ethic
- Staff coaching and training
- Handling complaints
- Leadership development
- Task prioritization
- Team building
Timeline
Customer Service Team Lead
Prog LLC
01.2022 - Current
Customer Service Representative
Prog LLC
12.2021 - 01.2022
Customer Service Representative
Radiant Plumbing
05.2020 - 12.2021
Customer Service Representative
IBEX Global
03.2017 - 04.2020
High School Diploma -
ST. Augustine High School
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