Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Certification
References
Timeline
Generic

Jenifer Rodriguez

Manchester,CT

Summary

Customer service representative with extensive industry experience and a proven ability to establish rapport with clients. Recognized for maintaining high levels of customer satisfaction and contributing to overall company success. Strong team player with a positive attitude and a results-oriented approach. Background in customer service enhances technical skills in the medical field, demonstrating a commitment to building relationships.

Overview

16
16
years of professional experience
1
1
Certification

Work History

CSR/Pharmacy Technician

Walgreens
Manchester, CT
04.2021 - 08.2023
  • Processed transactions accurately using POS systems.
  • Handled customer complaints with empathy and professionalism.
  • Collaborated with team members to ensure efficient store operations.
  • Restocked merchandise regularly to enhance product availability.
  • Educated customers about promotions and loyalty programs available in-store.
  • Supported inventory management by tracking stock levels and reporting shortages.
  • Managed multiple tasks simultaneously while providing excellent customer service experience.
  • Handled customer inquiries and complaints in a timely manner.
  • Provided customer service support to customers over the phone and by email.
  • Followed up with customers to ensure their satisfaction.
  • Participated in team meetings or training sessions when necessary.
  • Processed orders, forms, applications, and requests.
  • Consulted with customers regarding needs and addressed concerns.
  • Updated job knowledge by participating in educational opportunities.
  • Ensured compliance with applicable laws and regulations for provision of services.

Assistant Manager

Dunkin Donuts
Manchester, CT
09.2021 - 11.2022
  • Assisted in training new team members on operational procedures and customer service.
  • Coordinated daily shift schedules to ensure adequate staffing levels during peak hours.
  • Handled customer inquiries and resolved issues to maintain satisfaction and loyalty.
  • Collaborated with management to improve service efficiency and streamline operations.
  • Managed customer service inquiries and complaints in a timely manner.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Maintained up-to-date knowledge of company products and services.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Created reports on sales trends, inventory levels, and financial data.

Store Manager

Greenway Market
Hartford, Connecticut
10.2020 - 03.2021
  • Oversaw daily store operations and ensured compliance with company policies.
  • Managed inventory levels and organized stockroom for optimal product placement.
  • Implemented visual merchandising strategies to enhance product presentation and sales.
  • Resolved customer inquiries and complaints to maintain high satisfaction levels.
  • Collaborated with suppliers to ensure timely restocking of popular merchandise.
  • Conducted daily store operations, including opening and closing procedures and cash handling.
  • Managed inventory tracking and physical inventory counts to minimize loss.
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
  • Resolved customer complaints in a timely manner.
  • Oversaw inventory management through cycle counts, audits and shrinkage control.
  • Managed daily banking activities such as deposits and withdrawals.
  • Updated and maintained store signage and displays.
  • Prepared monthly reports on sales figures, expenses, profits.
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.

Call Center Representative

Starwood Hotels & Resorts
Fall River, Massachusetts
03.2016 - 12.2018
  • Managed incoming calls and inquiries from guests efficiently.
  • Assisted guests with reservations and account inquiries promptly.
  • Resolved customer complaints with empathy and professionalism.
  • Provided detailed information about hotel services and amenities.
  • Processed billing inquiries and payment transactions accurately.
  • Documented guest feedback to improve service quality continuously.
  • Maintained up-to-date knowledge of hotel policies and promotions effectively.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Contacted customers about potential service upgrades, new services and account changes.
  • Excelled in exceeding daily credit card application goals.

Front Desk Receptionist

Driftwood Resorts
Vero Beach, Florida
10.2013 - 04.2015
  • Greeted visitors warmly and directed them to appropriate departments.
  • Managed multi-line phone system, routing calls efficiently to staff.
  • Scheduled appointments and maintained calendar for office meetings.
  • Processed incoming and outgoing mail, ensuring timely delivery.
  • Assisted clients with inquiries, providing accurate information and support.
  • Collaborated with team members to streamline front desk operations and improve service quality.
  • Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
  • Greeted customers warmly and made them feel welcome.
  • Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
  • Maintained an organized reception area and ensured that all guests were attended to promptly.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Assisted with scheduling appointments for clients and visitors.
  • Handled cash transactions accurately, balancing the register at the end of each shift.
  • Explained policies and procedures to visitors.
  • Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
  • Managed incoming and outgoing mail, courier services, faxes and other correspondence.
  • Updated and maintained office policies and procedures.
  • Managed company calendar and scheduled events.
  • Scheduled space or equipment for special programs, meetings and conferences.
  • Transcribed tapes and notes from meetings into prescribed formats.
  • Used company badging system to create badges for new employees and visitors.

Store Manager

Dunkin Donuts
East Taunton, Massachusetts
12.2007 - 08.2011
  • Oversaw daily store operations and ensured compliance with company policies.
  • Trained and mentored staff to improve service and operational efficiency.
  • Managed inventory levels and organized stockroom for optimal product placement.
  • Resolved customer inquiries and complaints to maintain high satisfaction levels.
  • Collaborated with suppliers to ensure timely restocking of popular merchandise.
  • Recruited, trained and supervised new employees.
  • Managed inventory tracking and physical inventory counts to minimize loss.
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
  • Resolved customer complaints in a timely manner.
  • Ensured compliance with safety regulations and company policies.
  • Monitored inventory levels and placed orders to restock shelves.

Education

Certificate - Medical Assistant

Salter School
MA
05-2019

Certificate - Medical Assistant

Salter School
MA
11-2011

GED -

Bristol Community College
Fall River, MA
09-2007

Associate of Science - CNA

Bristol Plymouth
Taunton, MA
05-2003

Skills

  • Customer service
  • Point of sale systems
  • Sales reporting
  • Team collaboration
  • Problem solving
  • Operational efficiency
  • Conflict resolution
  • Training and mentoring
  • Time management
  • Communication skills
  • Customer satisfaction tracking
  • Call center experience
  • Complaint handling
  • Credit adjustments
  • Punctuality and reliability
  • High-energy attitude
  • Medical terminology
  • Delivery scheduling
  • Empathy and patience
  • Process optimization
  • Call center operations
  • Problem-solving
  • Prioritization
  • Staff education and training
  • Paperwork processing
  • Follow-up skills
  • Call center procedures
  • Multitasking and organization

Affiliations

  • sketching
  • writing
  • painting

Languages

Spanish
Limited

Certification

  • CNA certification (2004)
  • CPR certification (2004)
  • Pharmacy Technician Certification (2024)

References

References available upon request.

Timeline

Assistant Manager

Dunkin Donuts
09.2021 - 11.2022

CSR/Pharmacy Technician

Walgreens
04.2021 - 08.2023

Store Manager

Greenway Market
10.2020 - 03.2021

Call Center Representative

Starwood Hotels & Resorts
03.2016 - 12.2018

Front Desk Receptionist

Driftwood Resorts
10.2013 - 04.2015

Store Manager

Dunkin Donuts
12.2007 - 08.2011

Certificate - Medical Assistant

Salter School

Certificate - Medical Assistant

Salter School

GED -

Bristol Community College

Associate of Science - CNA

Bristol Plymouth

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