GLORIA M RODRIGUEZ
Fred Loya Insurance
Pharr,TX
1
Language
18
years of professional experience
Achieved professional growth by aligning career objectives with a reputable company.,Delivered exceptional performance by consistently surpassing job expectations.
Work History
Credit Card Fraud Supervisor
5 Years 2 Months- Supervised daily operations, ensuring compliance with company policies and service standards.
- Trained and mentored team members to enhance performance and customer service skills.
- Analyzed call center metrics to identify areas for process improvement and efficiency gains.
- Implemented quality assurance measures, enhancing overall customer satisfaction ratings.
- Developed training materials for new hires, streamlining onboarding processes.
- Coordinated scheduling to optimize workforce management and maintain service levels.
- Led team meetings focused on performance feedback and strategic goal alignment.
- Resolved escalated customer issues effectively, improving retention rates through proactive solutions.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Reduced conflict incidents significantly, fostering cohesive team environment through effective conflict resolution strategies.
- Maintained high safety standards to ensure secure workplace for all employees and visitors.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
- Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
- Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
- Pioneered adoption of new technologies that streamlined tasks and enhanced productivity across team.
- Enhanced team productivity by streamlining workflow processes and implementing efficient scheduling systems.
- Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
- Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
- Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
- Streamlined inventory management processes, leading to more organized and efficient stock handling system.
- Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
- Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
- Implemented cost-saving measures, significantly reducing operational expenses.
- Increased customer retention rates by implementing customer feedback into actionable improvements.
- Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
- Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Developed detailed plans based on broad guidance and direction.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Launched quality assurance practices for each phase of development
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Managed senior-level personnel working in marketing and sales capacities.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Claims Adjusters, Examiners, and Investigators, Insurance Sales Agents
7 Years 11 Months- As an Insurance adjuster I would investigate property damage of an accident part of my job duties was to Examine photos, Coverage Analyst, Customer Service, work with various parties to make a liability decision of a vehicle accident.
Bilingual Billing/Customer Service
5 Months- Provide Customers with detailed information as far as charges taxes & fees on their monthly bill. Determine customers' financial services needs and prepare proposals to sell services that address these needs. Actively looking for ways to help people. Provide assistance in both languages Spanish or English.
Disputes/ Customer Service Rep
5 Months- Customer Service, Provide detail information about their bank account, File dispute charges made with debit or ach transaction. Submit CCFD case and inform customers about policy rules while investigation.
Customer Service Representative
4 Months- Assist Members with Carefirst payments, provide a clear description on how to understand their benefits, medical claims, coinsurance, deductibles, out of pocket to advising them on what process to use when submitting required information by the company. I also assisted them on how to navigate from there computer to search information on the Carefirst website.
Department Manager
3 Years 4 Months- Claims, Returns, Zoning, Merchandise Management, Scheduling, Customer Service, Price Changes, Clearance Markups and markdowns, Place Merchandise orders if out. Check in high ticket items off the trailer before on the sales floor, Carry out periodic in inventory of items instock and those out of stock, teach and train associates how to use machinery
CASHIER /REMODELING
3 Months- ATTEND CUSTOMER/REMODELING
Education
High School Diploma
- Course of Study: High School Diploma
- Semester Hours: 40
Skills
Training and mentoring
Goal oriented
Staff management
Customer service
Attention to detail
Employee motivation
Decision-making
Complex Problem-solving
Strategic planning
Inventory control
Staff development
Staff discipline
Analytical thinking
Team building
Processes and procedures
Operations management
Process improvement
Process monitoring and improvement
Project management
Relationship building
Schedule development
Policy enforcement
Project planning
Public speaking
Priority management
Conflict resolution
Inventory oversight
Expectation setting
Negotiation
Software experience
Business administration
Financial management
Waste reduction
Business development
Data analytics
Contract management
Industrial hygiene
Verbal and written communication
Safety protocols
Coaching and mentoring
Policy and procedure development
Payroll processing
Task delegation
Quality control
Documentation and reporting
Workflow management
Employee development
Risk management
Performance management
Budget management
Change management
Staff education
Department organization
Teamwork and collaboration
Problem-solving
Multitasking Abilities
Multitasking
Time management
Computer skills
Excellent communication
Adaptability and flexibility
Effective communication
Organizational skills
Problem resolution
Customer relations
MS office
Active listening
Interpersonal skills
Professionalism
Self motivation
Reliability
Adaptability
Task prioritization
Idea development and brainstorming
Data analysis
Written communication
Problem-solving aptitude
Interpersonal communication
Professional demeanor
Time management abilities
Analytical skills
Team collaboration
Continuous improvement
Goal setting
Problem-solving abilities
Positive attitude
Teamwork
Team leadership
Professional and courteous
Work Planning and Prioritization
Scheduling and coordinating
Managing operations and efficiency
Customer relationship management
Hiring and training
Employee training
Recruitment and hiring
Training and development
Team development
Good judgment
Accomplishments
My accomplishments have all been based on team work performance and the write of communication skills placed upon peers and myself
Languages
Spanish
Full Professional
Timeline
Credit Card Fraud Supervisor
Advanced Call Center Technologies LLC
06.2021 - CurrentRead More
Claims Adjusters, Examiners, and Investigators, Insurance Sales Agents
Fred Loya Insurance
09.2018 - CurrentRead More
Bilingual Billing/Customer Service
SPECTRUM
11.2017 - 04.2018Read More
Disputes/ Customer Service Rep
Atento
06.2017 - 11.2017Read More
Customer Service Representative
Teleperformance USA
10.2016 - 02.2017Read More
Department Manager
Walmart
03.2013 - 07.2016Read More
CASHIER /REMODELING
Wal-Mart
08.2008 - 11.2008Read More
Premiere High School
High School Diploma
Read More