Ezequias Rodriguez
Customer Service Coordinator
New York,NY
Summary
Personable Customer Service Coordinator offering over three years of experience resolving account and service concerns for a variety of industry customers. Smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
1
1
Language
2
2
years of post-secondary education
3
3
years of professional experience
Work History
Customer Care Coordinator
The Midtown Group
Arlington, VA
10.2019 - 12.2019
- Assisted retirement plan professionals with any educational material related questions
- Communicated with over 60 clients via chat, telephone and email per day
- Followed up with clients via email or call in half the time required by the employer
- Achieved a 95% accuracy rating for weekly call logs
- Attended and led weekly team meetings to discuss team progress
Customer Care Specialist
Lidl
Arlington, VA
11.2018 - 05.2019
- Resolved approximately 10 customer complaints per hour increasing customer satisfaction by 85%
- Utilized Salesforce as a tool to perform customer service processes and maintain master data
- Compiled reports on customer service trends that would be used as a guiding tool for future initiatives
- Performed first-contact intake of in-store and regional distribution center incident, escalating cases to appropriate business units as needed
- Developed a method that helped cut down the customer´s wait time by more than 50%
Mortgage Specialist
Deval LLC
Vienna, VA
05.2017 - 11.2018
- Addressed over 150 customer service inquiries on a daily basis
- Collected customer feedback and created process changes to exceed customer satisfaction goals by more than 90%
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Provided borrowers with customized repayment plan opinions, resulting in a 30% decrease in foreclosures
- Prepared and revised more than 50 loan modification applications per day.
Data Analyst
Front Point Solutions
Tyson's Corner, VA
03.2017 - 04.2017
- Reviewed calls to ensure that the quality of customer service was above the 90% mark
- Made assessments of over 200 customer's current interest level in company products based on previously recorded calls
- Produced databases, tools and reports for analyzing, summarizing, and finding root causes of product failure
- Updated company records with a 95% on accuracy and efficiency.
Project Analyst
Fannie Mae
Reston, VA
08.2016 - 02.2017
- Composed and managed more than 50 emails per day in order to communicate with other team members regarding business inquiries
- Attended weekly team meetings in order to discuss future initiatives
- Used Share Point, Microsoft Office Suite and Visio applications on a daily basis to update and create charts
- Edited and updated monthly financial status reports
Education
Information Technology
Northern Virginia Community College
Arlington, VA 02.2016 - 08.2016
No Degree - Interdisciplinary Studies
Southwestern Oklahoma State University
Weatherford, OK 08.2011 - 05.2013
Skills
Microsoft Office Suite 2010 (Access, Excel, PowerPoint, Word) Microsoft Windowsundefined
Timeline
Customer Care Coordinator
The Midtown Group
10.2019 - 12.2019
Customer Care Specialist
Lidl
11.2018 - 05.2019
Mortgage Specialist
Deval LLC
05.2017 - 11.2018
Data Analyst
Front Point Solutions
03.2017 - 04.2017
Project Analyst
Fannie Mae
08.2016 - 02.2017
Information Technology
Northern Virginia Community College
02.2016 - 08.2016
No Degree - Interdisciplinary Studies
Southwestern Oklahoma State University
08.2011 - 05.2013
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