Summary
Overview
Work History
Education
Skills
Timeline
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Imirllarie Rodriguez

Starke,FL

Summary

Polite and professional Remote Call Center Represenetive successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Overview

7
7
years of professional experience

Work History

Remote Call Center Represenetive

Ansa Fone Communications
04.2019 - 05.2020
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.

Call Center Supervisor

Ashley Furniture Warehouse
10.2018 - 04.2019
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
  • Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Reduced average handle time through the implementation of effective call handling techniques and scripts.
  • Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
  • Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
  • Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.

Call Center Manager

Ashley Furniture Homestore
02.2013 - 10.2018
  • Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
  • Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
  • Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
  • Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.

Education

High School Diploma -

Hope High School
Providence, RI
06.2008

Skills

  • Technical Support
  • Account Updating
  • Data Entry
  • Customer Relationship Management
  • Report Preparation
  • Sales Closing
  • Complaint Resolution
  • Customer Service
  • Quality Assurance
  • Product Upselling
  • Payment Processing
  • Call Control
  • Inbound Phone Calls
  • Data Gathering
  • Prospecting Skills
  • Customer Communications
  • Technical Troubleshooting
  • Database Research
  • Training Experience
  • Brand Representation
  • Inbound Phone Call Management
  • Communicating With Clients
  • Quality Assurance Controls
  • Interpersonal Skills
  • Resolving Issues
  • Account Management
  • Logging Call Information
  • Delivery Tracking
  • Calm Disposition
  • Problem-Solving Skills
  • English Fluency
  • Spanish Fluency

Timeline

Remote Call Center Represenetive

Ansa Fone Communications
04.2019 - 05.2020

Call Center Supervisor

Ashley Furniture Warehouse
10.2018 - 04.2019

Call Center Manager

Ashley Furniture Homestore
02.2013 - 10.2018

High School Diploma -

Hope High School

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Imirllarie Rodriguez