Ivan De La Rosa
Laredo,TX
Summary
Versatile and results-driven professional with a track record of enhancing customer satisfaction and streamlining operations at Concentrix. Skilled in troubleshooting and customer service, adept at resolving complaints and improving loyalty. Demonstrated ability to mentor teams and manage high-volume tasks, achieving significant improvements in service delivery and efficiency.
A seasoned customer service professional with proven track record in providing high-quality support and resolving issues promptly. Known for strong focus on team collaboration and adapting to changing needs. Expertise in communication and problem-solving ensures reliable and consistent performance.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Experienced with customer interactions, delivering efficient and effective service solutions. Utilizes strong communication skills to address and resolve client concerns. Track record of adapting to dynamic environments and supporting team objectives
Resourceful professional with experience in fast-paced environments, skilled in customer assistance and effective complaint handling. Adept at managing high-stress situations while adhering to regulatory compliance and safety standards.
Experienced with warehouse operations, including inventory management and logistics. Utilizes effective communication and teamwork to ensure efficient workflow and timely order processing. Knowledge of safety protocols and equipment operation ensures reliable and smooth warehouse functionality.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Universal Agent
Concentrix
Laredo Tx
03.2023 - 09.2025
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Strengthened team performance through effective coaching and constructive feedback during regular meetings.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Met all call quality standards and daily quotas for first-call resolution.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
Detailer
Frito Lay
Laredo, TX
06.2022 - 03.2023
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Inspected merchandise for quality and arranged proper display location on floor.
- Monitored inventory levels and kept adequate stock in product displays on sales floor.
- Verified products appeared at correct locations in proper quantities.
- Assembled quarter and full-size point of purchase promotional displays.
- Rotated stock correctly to prevent out-of-date products and removed aging items from main shelving to build special promotional displays.
- Maintained effective team member communication.
- Created balanced pallets to support efficient and safe sales floor replenishment.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
- Ensured high-quality results by thoroughly inspecting completed work for any areas that required additional attention.
Motel Front Desk Clerk
Motel 6 Hotel
Laredo Texas
06.2021 - 07.2022
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Worked flexible hours; night, weekend, and holidays
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Handled staff training initiatives aimed at up skilling the workforce to meet dynamic industry demands.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
- Monitored security cameras regularly to maintain a safe and secure environment for guests and employees alike.
Telesales Agent
Concentrix
Laredo Tx
09.2019 - 06.2021
- Prepared customized recommendations for plans to meet particular needs
- Adhered to HIPAA and other compliance standards with all information and activities
- Upsell additional products and services after identifying customer needs and requirements
- Built relationships with clients through active listening and communication skills to provide excellent service
- Utilized exemplary negotiation skills to obtain manufacturing service agreements and assure quality standards
- Mitigated risk by ensuring regulatory compliance for required licensing
- Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns
- Engaged customers and provided high level of service by carefully explaining details about documents
- Conducted thorough follow-ups with potential clients to maintain engagement levels, resulting in increased conversion rates from lead to sale.
- Made average of 20 outbound and inbound calls per day.
Traffic Clerk
Global Sync Freight Services
Laredo Texas
10.2018 - 09.2019
- Conducted research to address shipping errors and packaging mistakes
- Drafted and managed work and shipping orders, bills of lading and shipping route materials for accurate and compliant recordkeeping
- Investigated and adopted optimal shipping and receiving strategies, selecting best carriers, routes and methods to minimize costs and enhance schedules
- Compared shipping orders and invoices against contents received to verify accuracy
- Communicated with carrier representatives, arranging for special deliveries and shipment receipts
- Received incoming shipments, compared contents against associated records and transmitted to proper department
- Coordinated efficient storage areas to optimize materials movements and minimize labor hours
- Worked effectively with shippers to resolve issues with shipments, including damaged materials and shortages
- Maintained effective and on-schedule delivery of LTL and LTL packages, identifying and selecting optimal shipping methods to meet targets
- Maintained up-to-date price lists to accurately calculate shipping, shortage and demurrage costs
- Corresponded with carrier representatives to make arrangements and provide instructions for shipment and delivery of orders
- Managed back to back calls per day and emails 24/7 to let customers know about their shipment
Warehouse Operator
Medline
Laredo, TX
09.2025 - Current
- Operated forklifts and pallet jacks to transport materials efficiently within warehouse.
- Managed inventory control processes using warehouse management systems for accurate tracking.
- Coordinated loading and unloading of shipments, ensuring compliance with safety protocols.
- Trained new employees on standard operating procedures and safety guidelines.
- Maintained clean and organized work environment, adhering strictly to health and safety regulations.
- Unpacked and repacked items in different quantities and configurations for shipment.
- Collaborated with production teams to identify and resolve quality issues in real-time.
- Inspected incoming and outgoing materials for accuracy and quality.
- Wrapped pallets in plastic wrap and attached merchandise tags to prepare for shipping.
- Operated forklift in compliance with OSHA guidelines and organizational policies.
- Operated stand-up forklift to transport materials within warehouse efficiently.
Education
Bachelor of Science - Computer Engineering
Texas A&M International University
Laredo, TX05-2026
Associate of Arts - Associate of Arts
Laredo Community College
Laredo, TX12.2022
High School Diploma -
United High School
Laredo, TX05.2015
Skills
- Data entry
- Goal oriented
- Call center experience
- Customer assistance
- Complaint handling
- De-escalation techniques
- Corrective actions
- Regulatory compliance
- Quality metrics
- Multitasking and organization
- Forklift operation
- Packaging and labeling
- Inventory tracking
- Willing to learn
- Forklift operator certification (Medline)
- System troubleshooting
Certification
- Certified Forklift, Medline - December 2025
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Warehouse Operator
Medline
09.2025 - Current
Universal Agent
Concentrix
03.2023 - 09.2025
Detailer
Frito Lay
06.2022 - 03.2023
Motel Front Desk Clerk
Motel 6 Hotel
06.2021 - 07.2022
Telesales Agent
Concentrix
09.2019 - 06.2021
Traffic Clerk
Global Sync Freight Services
10.2018 - 09.2019
Bachelor of Science - Computer Engineering
Texas A&M International University
Associate of Arts - Associate of Arts
Laredo Community College
High School Diploma -
United High School