Overview
Work History
Education
Skills
Timeline
Generic

Guadalupe Rodriguez

Rocklin,CA

Overview

7
7
years of professional experience

Work History

Member Service Representative

Golden1 credit union
Sacramento, CA
10.2022 - Current
  • Helped members resolve account problems and navigate internal systems to handle routine needs.
  • to a team initiative aimed at improving communication and collaboration within the organization.
  • Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
  • Enhanced member relationships by providing excellent service during each interaction.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Provided guidance to members on how best to use products or services offered by the organization.
  • Assisted peers in developing confidence and enhance skills to assist member needs.
  • Provided one-on-one coaching and mentoring to peers on a variety of topics, including academic success strategies and career development.

Customer Service Representative

Opteon AMC
Rocklin, CA
04.2021 - 10.2022
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Developed strong customer relationships to encourage repeat business.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Made outbound calls to obtain account information.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.

Server

Dennys Diner
Rocklin, CA
11.2017 - 08.2019
  • Greeted customers, answered questions and recommended specials to increase profits.
  • Satisfied customers by topping off drinks and offering condiments, napkins and other items.
  • Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
  • Trained new employees on restaurant procedures and plating techniques.
  • Addressed complaints to kitchen staff and served replacement items.
  • Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.

Education

High School Diploma -

Roseville High School
Roseville, CA
05.2015

Skills

  • Bilingual (Spanish and English)
  • Translation and Interpretation Services
  • Verbal and Written Communication
  • Calm and Professional Under Pressure
  • Building Customer Trust and Loyalty
  • Understanding Customer Needs
  • De-escalation Techniques
  • Problem-Solving Abilities
  • Call Center Operations
  • Peer Mentoring

Timeline

Member Service Representative

Golden1 credit union
10.2022 - Current

Customer Service Representative

Opteon AMC
04.2021 - 10.2022

Server

Dennys Diner
11.2017 - 08.2019

High School Diploma -

Roseville High School

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Guadalupe Rodriguez