Heather Rodriguez
Comstock Park,Michigan
Summary
Dynamic bilingual professional with a proven track record at Amway, excelling in high-stress customer service roles and enhancing client satisfaction through empathetic support and effective problem-solving. Demonstrated leadership in peer support and adaptability, significantly reducing call escalation rates. Skilled in data privacy and teamwork, consistently contributing to a supportive work environment.
Overview
11
11
years of professional experience
Work History
CCA/SMX-Segment Support
Amway
12.2014 - Current
- Maintained a high level of professionalism while managing sensitive and confidential information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced caller satisfaction by providing empathetic and compassionate support during escalated situations.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Reduced call escalation rates through effective active listening and problem-solving techniques.
- Contributed to a safe and supportive work environment by participating in regular debriefing sessions with peers and supervisors.
- Provided comprehensive documentation of calls, enabling efficient follow-up care when necessary.
Customer Care Associate II/New IBO Team
Amway
09.2013 - 12.2014
- Helped New IBO through stressful times by giving expert help and building customized solutions for unique requirements.
- Participated in ongoing professional development initiatives to stay informed on industry trends and best practices for customer service.
- Contributed to positive company reviews by delivering exceptional support experiences to clients.
- Handled escalated IBO concerns, achieving high levels of resolution and satisfaction.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Cerfication - Office Technology, Banking, Accounting
Kent Career Technical Center
Grand Rapids, MI12-2001
High School Diploma -
Sparta High School
Sparta, MI05-2000
Skills
- Spanish/English
- Data privacy
- Teamwork
- Peer support
- Problem-Solving
- Organization
- Leadership
- Creativity
- Reliability
- Adaptability
Timeline
CCA/SMX-Segment Support
Amway
12.2014 - Current
Customer Care Associate II/New IBO Team
Amway
09.2013 - 12.2014
Cerfication - Office Technology, Banking, Accounting
Kent Career Technical Center
High School Diploma -
Sparta High School
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