Harolin Rodriguez
Jersey City,NJ
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
9
9
years of professional experience
Work History
Bilingual Customer Service Representative
Terminix Pest Control
03.2022 - Current
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Met customer service objectives by providing superior customer service to Spanish-speaking customers.
- Maintained and managed customer files and databases.
- Helped improve customer satisfaction by translating customer paperwork and company documentation.
- Responded to customer calls and emails to answer questions about products and services.
- Met all call quality standards and daily quotas for first-call resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Translated documents, forms and other materials from English to Spanish.
- Provided language translation services for customer service inquiries.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Investigated and resolved customer inquiries and complaints quickly.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Engaged with customers to effectively build rapport and lasting relationships.
- Solved customer challenges by offering relevant products and services.
- Listened to customer needs and desires to identify and recommend optimal products.
Quality Assurance Food Safety Technician
Clemens Food Group
07.2021 - 03.2022
- Maintained records of testing results and other documents as required by state and other governing agencies
- Monitored and controlled temperature of products
- Computed moisture and salt content, percentages of ingredients, formulas and other product factors using mathematical and chemical procedures
- Performed regular maintenance of laboratory equipment by inspecting, calibrating, cleaning and sterilizing
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Recorded transactions in QuickBooks or Excel spreadsheets for documentation purposes
- Trained newly hired laboratory personnel.
Customer Service Representative
State Farm
10.2018 - 06.2021
- Addressed customers courteously using suitable methods and problem-solving skills
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Complied with corporate and regulatory policies regarding information confidentiality and privacy
- Assisted with mentoring new employees during and after training
- Followed up with customers regarding product functionality and overall satisfaction
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Responded to telephone inquiries and complaints following standard operating procedures
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
Receptionist
Metro Honda
01.2016 - 10.2018
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Provided account information to customers and explained bill service policies and customer rights
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Updated and maintained database with accurate customer information and timely data entry
- Determined charges for services requested and arranged for billing
- Referred unresolved customer grievances to designated departments for further investigation
- Read from scripts to promote uniformity and consistency in communications.
Education
High School Diploma -
James Ferris High School
Jersey City, New Jersey03.2017
Skills
- Food Safety and Quality
- Physical Examinations
- Visual Inspection
- Team Goals
- Safe Food Handling Practices
- Health Code Requirements
- Daily Logs
- Quality Assurance Inspections
- Inspection Processes
- HACCP Execution
- Fluent Bilingualism
- Problem-Solving
- Spanish translation
- Customer Support
- Call center experience
- Payment Processing
- Document Translation
- Upselling strategies
- Payment Collection
- Service Recommendations
- Issue Research
- Refund Processing
- Sales Promotion
- Customer Service
- Computer Skills
- Problem Resolution
- Calm Under Pressure
- Call Documentation
- Sales and Upselling
- Product Knowledge
- Following scripts
- De-Escalation Techniques
Timeline
Bilingual Customer Service Representative
Terminix Pest Control
03.2022 - Current
Quality Assurance Food Safety Technician
Clemens Food Group
07.2021 - 03.2022
Customer Service Representative
State Farm
10.2018 - 06.2021
Receptionist
Metro Honda
01.2016 - 10.2018
High School Diploma -
James Ferris High School
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