Jacob Rodriguez
Iowa City
Summary
Experienced with monitoring customer service interactions to ensure quality and compliance. Utilizes analytical skills to identify areas for improvement and implement effective solutions. Knowledge of customer service principles and techniques to enhance overall performance and satisfaction.
Overview
11
11
years of professional experience
Work History
Customer Service
TLCx
04.2024 - Current
- Resolved customer service escalations to promote mutually beneficial outcomes.
- Resolved customer complaints promptly, demonstrating commitment to excellent customer service.
- Streamlined account management processes for improved efficiency and customer service.
- Utilized customer feedback to improve customer service.
- Provided exceptional customer service, addressing concerns promptly and courteously.
Site Director
TLCx
05.2023 - 04.2024
- Managed a team of professionals, ensuring high-quality performance and adherence to company standards.
- Maintained compliance with regulatory requirements while continuously seeking opportunities for process improvement based on best practices.
- Provided leadership and guidance to staff through ongoing training initiatives, boosting employee retention rates.
- Developed strategic plans for site growth, resulting in increased revenue and profitability.
- Recruited and hired top-quality staff to fill important positions.
- Oversaw financial management activities including budgeting, forecasting, and expense tracking to ensure fiscal responsibility.
- Implemented best practices and safe operating procedures.
Program Manager
TLCx
08.2019 - 05.2023
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Facilitated workshops and conducted one-on-one training to educate team members.
- Identified program obstacles and communicated possible impacts to team.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Coached team members on professional development opportunities, contributing to improved overall performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
Supervisor
TLCx
09.2017 - 08.2019
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Customer Service
TLCx
02.2014 - 09.2017
- Utilized customer feedback to improve customer service.
- Resolved customer complaints promptly, demonstrating commitment to excellent customer service.
- Used excellent customer service skills in addressing customer needs.
- Built positive relationships with customers by providing exceptional customer service.
- Increased customer service ratings through personable service.
- Provided exceptional customer service, resolving disputes promptly and professionally.
- Collaborated with team members to improve overall customer service experience.
- Provided exceptional customer service, addressing concerns promptly and courteously.
Education
Associate of Arts - Business
Kirkwood Community College
Cedar Rapids, IA05-2011
Skills
- Operational leadership
- Hiring practices
- Performance updates
- Site coordination
- Staff management
- Staff development
- Customer service monitoring
- Customer service and retention
- Strong customer service
- Inbound customer service
- Problem-solving
- Team leadership
- Operations monitoring
Timeline
Customer Service
TLCx
04.2024 - Current
Site Director
TLCx
05.2023 - 04.2024
Program Manager
TLCx
08.2019 - 05.2023
Supervisor
TLCx
09.2017 - 08.2019
Customer Service
TLCx
02.2014 - 09.2017
Associate of Arts - Business
Kirkwood Community College