Jennifer Rodriguez
San Jose,CA
Summary
Proven leader in customer service and team development, excelling in high-pressure environments as demonstrated at IntouchCX. Expert in POS systems and adept in active listening, I significantly enhance customer loyalty and operational efficiency. Skilled in critical thinking and call center operations, I consistently meet performance expectations, fostering positive relationships and driving business success.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
IntouchCX
01.2019 - 05.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Front End Associate
Home Depot
09.2015 - 01.2019
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Welcomed and engaged customers, offering assistance with locating or retrieving merchandise.
- Worked flexible schedule and extra shifts to meet business needs.
Customer Care Representative
DRS Services
07.2016 - 12.2018
- Managed high call volume with exceptional professionalism and efficiency.
- Assisted call-in customers with questions and orders.
- Logged call information and solutions provided into internal database.
- Maintained and managed customer files and databases.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Assistant Manager
Family Dollar
03.2014 - 03.2016
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
High School Diploma -
Blackford High School
San Jose, CASkills
- Customer Service
- Active Listening
- Critical Thinking
- Call center experience
- Call Center Operations
- Appointment Scheduling
- Training development aptitude
- Key holder experience
- POS systems expert
- Team Development
- Order Processing
Languages
English
Timeline
Customer Service Representative
IntouchCX
01.2019 - 05.2024
Customer Care Representative
DRS Services
07.2016 - 12.2018
Front End Associate
Home Depot
09.2015 - 01.2019
Assistant Manager
Family Dollar
03.2014 - 03.2016
High School Diploma -
Blackford High School