Summary
Overview
Work History
Education
Skills
Languages
Timeline
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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

5
5
years of professional experience

Work History

Bilingual Customer Service Representative

Terminix Pest Control
Remote
03.2022 - 07.2024
  • 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
Hatfield, Pennsylvania
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
Jersey City, New Jersey
10.2019 - 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.

Education

High School Diploma -

Board of Education
Jersey City, New Jersey
03.2017

Skills

Oversaw food safety protocols to guarantee adherence to industry standards and regulations Led quality assurance efforts by developing and refining processes to enhance product integrity Championed training programs for staff to elevate awareness and compliance in food safety practices

Performed thorough physical examinations to ensure accurate diagnosis and effective treatment planning

Performed detailed visual inspections to identify defects and maintain product integrity

Aligned team objectives with organizational priorities to enhance overall performance

Established and maintained safe food handling protocols to protect consumer health

Monitored and enforced adherence to health code requirements to support public health initiatives

Oversaw daily log documentation to ensure comprehensive tracking of project developments Coordinated with team members to gather insights and enhance communication Facilitated the organization of data for strategic planning and analysis

Performed quality assurance inspections to maintain product reliability and customer satisfaction

Executed thorough inspection processes to maintain product quality and safety

Implemented Hazard Analysis and Critical Control Points (HACCP) procedures to maintain product integrity

Utilized fluent bilingualism to facilitate effective interactions with clients and stakeholders

Applied analytical skills to identify issues and develop effective solutions for operational efficiency

Facilitated Spanish translation processes to enhance accessibility and understanding of content

Oversaw customer support operations to optimize service efficiency Developed strategies to enhance customer engagement and satisfaction Trained team members on best practices for effective support

Facilitated effective communication between customers and service teams to resolve inquiries and issues

Managed payment processing systems to enhance financial accuracy and efficiency

Facilitated document translation to support effective information exchange and understanding

Crafted targeted upselling strategies aimed at maximizing customer value and satisfaction

Facilitated payment collection efforts to maintain financial stability and client relationships

Analyzed client requirements to deliver effective service recommendations that enhance satisfaction

Performed in-depth investigations to support decision-making and strategic planning

Managed refund processing operations to maintain customer satisfaction and loyalty

Designed and implemented targeted sales promotions to attract new customers and retain existing ones

Oversaw customer service operations to improve response times and service quality Developed training programs for staff to enhance customer interaction skills Implemented feedback mechanisms to drive continuous improvement in service delivery

Utilized comprehensive computer skills to support project execution and team collaboration

Implemented solutions to address and resolve issues, ensuring seamless workflow

Maintained a calm demeanor to ensure smooth operations during challenging circumstances

Maintained detailed call documentation to support operational efficiency and compliance

Led initiatives to enhance customer engagement and drive upselling opportunities Developed strategies to optimize sales processes and improve team performance Fostered a culture of collaboration to achieve sales targets and elevate customer experiences

Developed comprehensive understanding of product features and benefits to support sales initiatives

Led project teams through all phases of development to achieve timely and budget-conscious results Oversaw resource allocation and task assignments to optimize team performance Fostered collaboration among stakeholders to drive project success

Led initiatives to reduce conflict escalation by implementing strategic communication methods Guided teams in applying de-escalation strategies to enhance workplace harmony Championed a culture of collaboration and respect among team members

Languages

Spanish
Native or Bilingual

Timeline

Bilingual Customer Service Representative

Terminix Pest Control
03.2022 - 07.2024

Quality Assurance Food Safety Technician

Clemens Food Group
07.2021 - 03.2022

Customer Service Representative

State Farm
10.2019 - 06.2021

High School Diploma -

Board of Education
Harolin Rodriguez