Erika Rodriguez
Fraud Analyst
Olympia,WA
Summary
Versatile and dynamic professional with a proven track record at CBE Companies Inc., adept in complaint resolution and de-escalation techniques. Skilled in MS Word and typing at 60 wpm, I excel in leadership roles, demonstrating exceptional problem-solving abilities and a commitment to excellence. Successfully trained teams, enhancing productivity and customer satisfaction.
Overview
17
17
years of professional experience
Work History
Fraud Escalation Specialist
CBE Companies Inc.
Clarksville, TN
11.2022 - 05.2025
- Researched, analyzed, and resolved complex customer inquiries.
- Analyzed data related to customer escalations and developed strategies for efficient resolution.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
- Investigated customer complaints and identified root cause of the issue.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Customer Service Representative
Etech
San Antonio, TX
04.2022 - 11.2022
- Provided accurate information about products and services to customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Identified opportunities for upselling additional products or services based on customer needs.
Line Cook
Cheddars Stratch Kitchen
Selma, TX
08.2020 - 05.2021
- Plated dishes according to restaurant presentation standards before delivering them to customers.
- Ensured that all dishes were prepared according to recipe specifications.
- Prepared food items consistently and in compliance with recipes, portioning, cooking and waste control guidelines.
- Communicated effectively with other staff members regarding orders and menu changes.
- Managed multiple tasks simultaneously while remaining organized in a fast-paced environment.
- Carried pans and trays of food to and from work stations, stove, and refrigerator.
- Cooked multiple orders simultaneously during busy periods.
- Followed proper food handling methods and maintained correct food temperature for high scores on health inspections.
Crew Member
Taco Cabana
San Antonio, TX
02.2017 - 08.2020
- Adhered to health department regulations regarding food handling procedures.
- Processed takeout orders quickly to ensure timely delivery of meals.
- Provided excellent customer service to maintain a positive atmosphere for guests.
- Completed opening and closing tasks such as setting up workstations, cleaning surfaces and restocking supplies.
- Performed cashier duties such as taking orders, collecting payments and providing change.
Crew Member
KFC
San Antonio, TX
04.2017 - 12.2018
- Cash handling
- Taking orders for lobby and drive-thru areas and packing to ensure proper order was received
- Food preparation
Administrative Assistant
GLM Staffing
San Antonio, TX
12.2017 - 10.2018
- Set up and maintenance of office files for vendors and personnel
- Generate work orders for East and West Projects according to TX Dot specification
- Data entry of crew notes on completed work orders
- Maintain files pertaining to work vehicles including gas receipts and maintenance of vehicles
- Contacting potential new hires to set up interviews
- Create new hire packets
- Maintain safety paperwork and corresponding emails to region safety manager as well as corporate office
Medicare Enrollment Specialist
Connexion Point
San Antonio, TX
10.2017 - 12.2017
- Collecting personal information for member enrollment
- Listening to customers to address their needs and transfer calls to the appropriate departments
- Inbound calls from customers as initial point of contact to answer questions related to Medicare plan options
- Assisting the customer by answering their inquiry, resolving their problem or routing their call to a licensed agent
Restaurant & Catering Manager
Nick’s Tacos Catering & Other Good Stuff
San Antonio, TX
08.2014 - 05.2016
- Ensure quality of food and that exceptional service is provided to customers in a restaurant setting
- Schedule and coordinate meetings and caterings for special events and meet with clients to secure contracts
- Created and published menus for restaurant
- Use of social media to promote Public relations and marketing for both aspects of the restaurant
- Ensured staff is properly trained for their specific duties and assignments
- Completed day to day task and projects as required by restaurant owner
Customer Service Representative (CSR)
Transcom
San Antonio, TX
04.2015 - 03.2016
- CSR for BrightHouse Networks providing support for Cable, Internet and Phone services with new installations, account information, troubleshooting equipment, scheduling service technicians, billing, and special requests
Customer Care Advocate-Billing Tier 2
Culture Service Growth
San Antonio, TX
04.2014 - 08.2014
- Customer Care for Farmers Insurance Campaign
- Communicate with customers regarding policy information, payments and billing
Phlebotomy Tech 1-Mobile Team
South Texas Blood & Tissue
San Antonio, TX
10.2011 - 04.2012
- Responsible for screening potential blood donors, including collecting detailed background and travel information at various blood donation sites
- Performed basic phlebotomy skills; proper handling of needles
Medical Assistant
Preventive Care Medical Clinic
Arlington, TX
05.2011 - 09.2011
- Responsible for medical billing/coding, patient scheduling, records management, wound care, assisted with minor procedures, taking patient vitals, injections and immunizations, hot/cold therapy treatments, EKG and Spirometry
Paralegal
John C. Mallios & Associates, P.C.
Waxahachie, TX
02.2008 - 07.2010
- Detailed Family Law responsibilities include scheduling appointments, initial client consultations and intake, case file management, drafting of necessary pleadings, discovery requests and responses
- Assist with preparation for hearings
- Communicate with opposing counsel and their administrative support to negotiate settlement agreements
- Billing and collections
- Civil Litigation duties also include calendaring deadlines, case file management, answering discovery, scheduling depositions and retaining court reporters
Education
Medical Assistant Program -
Concorde Career Institute
Arlington, TX01.2011
Certificate of Completion - Paralegal Studies
Navarro College
Corsicana, TX01.2001
Skills
- Word Perfect
- MS Word
- Pro Docs
- Typing 60 wpm
- Teamwork and collaboration
- Problem-solving
- Problem-solving abilities
- Multi-line phone system
- Office equipment
- De-escalation techniques
- Complaint resolution
- Investigate claims
- Call center experience
- Task delegation
- Leadership
- Employee training
Timeline
Fraud Escalation Specialist
CBE Companies Inc.
11.2022 - 05.2025
Customer Service Representative
Etech
04.2022 - 11.2022
Line Cook
Cheddars Stratch Kitchen
08.2020 - 05.2021
Administrative Assistant
GLM Staffing
12.2017 - 10.2018
Medicare Enrollment Specialist
Connexion Point
10.2017 - 12.2017
Crew Member
KFC
04.2017 - 12.2018
Crew Member
Taco Cabana
02.2017 - 08.2020
Customer Service Representative (CSR)
Transcom
04.2015 - 03.2016
Restaurant & Catering Manager
Nick’s Tacos Catering & Other Good Stuff
08.2014 - 05.2016
Customer Care Advocate-Billing Tier 2
Culture Service Growth
04.2014 - 08.2014
Phlebotomy Tech 1-Mobile Team
South Texas Blood & Tissue
10.2011 - 04.2012
Medical Assistant
Preventive Care Medical Clinic
05.2011 - 09.2011
Paralegal
John C. Mallios & Associates, P.C.
02.2008 - 07.2010
Medical Assistant Program -
Concorde Career Institute
Certificate of Completion - Paralegal Studies
Navarro College
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