Fernando Rodriguez
Customer Service Representative
Killeen,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in multiple industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Technician Specialist/ CSR
Wild Payment Merchant Services
Austin, TX
01.2020 - 04.2022
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Promoted efficiency among departments with prompt resolution of system issues.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and products provided to customers
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Managed high levels of call flow and responded to any technical support needs.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Documented support interactions for future reference.
- Researched product and issue resolution tactics to address customer concerns.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Line Cook and CSR
Longhorn Steakhouse
Orlando, FL
01.2018 - 01.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services and company information.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Delivered excellent customer service, resulting in consistent A+ customer satisfaction rating.
- Created identical dishes numerous times daily with consistent care, attention to detail and quality.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Unloaded food supplies from distributor trucks to efficiently organize inventory.
- Followed restaurant stock management schedule to monitor product freshness and rotate out old products.
- Wrapped up and stored unused food in appropriate containers and placed in refrigerator to avoid spoilage.
- Checked each food item for freshness and provided feedback to kitchen supervisor for removal.
- Maintained well-stocked stations with supplies and spices for maximum productivity.
- Developed process that reduced waste and improved supply turnover.
- Took food orders from cashiers and cooked items quickly to complete order items together and serve hot.
- Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction and repeat business.
- Managed relationships and negotiating prices with vendors for ingredients and equipment.
- Collaborated with servers to collect information about specific customer desires and dietary needs.
- Grilled meats and seafood to customer specifications.
- Handled portion control activities according to specified instructions provided by chef.
- Changed and sanitized cutting boards, benches and surfaces between tasks to avoid cross-contamination.
- Prepared food items such as meats, poultry and fish for frying purposes.
- Led shifts while preparing food items and executing requests based on required specifications.
- Oversaw scheduling, inventory management and supply ordering to maintain fully stocked kitchen.
- Maintained skill level of kitchen staff by properly coaching, counseling and disciplining employees.
- Assisted customers in placing special orders for large-scale events such as weddings and birthday parties.
Forklift Operator/Loader and Unloader/CSR
Shaw's Distribution Center
Wells, ME
01.2015 - 01.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Used strapping and bracing techniques combined with proper balancing to prevent load shifting.
- Removed debris and waste materials from machinery to reduce possibility of clogs and malfunctions.
- Wrapped pallets in plastic wrap and attached merchandise tags to prepare for shipping.
- Unloaded and stacked materials by raising and lowering lifting devices.
- Unloaded materials and goods at designated locations for best project availability.
- Updated daily logs with production data such as weights, destinations and delivery times to keep management current on team activities.
- Boosted team performance by moving materials with forklifts, cranes and other equipment.
- Installed protective devices to prevent shifting or damage to items being transferred.
- Visually inspected all pallets for deliveries to verify quality and accuracy of shipments.
- Orchestrated merchandise flow to selling floor or stock, performed recurring cycle counts and audited targeted inventory.
- Reviewed and followed computerized work orders to determine quantities and types of products to be shipped.
- Interacted professionally and regularly with customers, operators, supervisors and other personnel and enhanced business success.
Loader and Unloader/CSR
SCP Distributors LLC
Kissimmee, FL
01.2011 - 01.2015
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer adjustments to maintain financial accounts.
- Installed protective devices to prevent shifting or damage to items being transferred.
- Visually inspected all pallets for deliveries to verify quality and accuracy of shipments.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
- Verified documentation and condition of freight to assure quality standards were achieved.
- Drove vehicles to deliver products and picked-up rejected or defective materials for return.
- Strapped items down over protective padding to secure throughout transportation.
- Operated equipment while observing standard safety procedures.
- Navigated straightest route to reduce mileage on company trucks and speed up delivery.
Truck Driver
Trench Plate Rental Co
Orlando, FL
01.2011 - 01.2013
- Dropped and hooked trailers and changed configuration of equipment.
- Completed regular inspections and maintenance actions, as well as basic equipment repairs, to keep equipment operating at peak levels.
- Loaded and unloaded products at warehouses and customer locations using hand trucks, pallet jacks and forklifts.
- Pushed and pulled dollies into place and raised and lowered landing gear on semi-trailers.
- Transported hazardous materials and oversized shipments without incident.
- Verified hazardous material product descriptions and determined any discrepancies in paperwork.
- Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
- Operated with safety and skill to avoid accidents and delays.
- Verified contents of inventory loads against Bills of Lading.
- Enhanced customer relations by consistently delivering shipments according to schedule and quickly addressing any concerns.
- Executed safety practices and inventory loading without customer complaints, accidents or lost-time.
- Contacted customers to report delayed delivery times.
- Clearly communicated with dispatchers to give updated information on estimated times of arrival and latest road conditions.
- Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
- Maintained daily, legible DOT log book and submitted corresponding documents.
Education
High School Diploma -
East Lee County High School
Lehigh Acres, FL 01.2007 - 01.2010
Skills
Complaint resolution
Sales expertise
Report preparation
Stock management
Training development aptitude
Warehousing functions
Retail materials management
Staff education and training
Shipping procedures understanding
Retail store support
Timeline
Technician Specialist/ CSR
Wild Payment Merchant Services
01.2020 - 04.2022
Line Cook and CSR
Longhorn Steakhouse
01.2018 - 01.2020
Forklift Operator/Loader and Unloader/CSR
Shaw's Distribution Center
01.2015 - 01.2018
Loader and Unloader/CSR
SCP Distributors LLC
01.2011 - 01.2015
Truck Driver
Trench Plate Rental Co
01.2011 - 01.2013
High School Diploma -
East Lee County High School
01.2007 - 01.2010