Johnathan Rodriguez
Johnson Creek
Summary
Dynamic bilingual customer service leader with a proven track record at Payment Service Network Inc. Skilled in performance reporting and conflict resolution, I excel in training teams to enhance service quality and customer satisfaction. My ability to analyze data and build strong relationships drives operational success and fosters trust.
Overview
20
20
years of professional experience
Work History
Bilingual CSR lead
Payment Service Network Inc.
Madison
08.2020 - Current
- Led customer service representatives in delivering high-quality service, fostering a supportive team environment
- Resolved escalated customer issues promptly, reinforcing positive relationships and enhancing customer satisfaction
- Ensure customers receive accurate information and timely resolution of concerns
- Analyze call recordings for quality assurance and provide targeted coaching to improve agent performance
- Prepare and maintain operational reports to track performance and identify improvement opportunities
- Developed onboarding program for new employees to ensure understanding of company policies and customer service standards
Bilingual CSR
Payment Service Network
Madison
07.2013 - 08.2020
- Handled customer calls in English and Spanish, providing bilingual support for diverse clientele.
- Delivered customer service by promptly responding to inquiries and resolving issues, enhancing customer satisfaction.
- Cultivated customer relationships through active listening and empathy, fostering loyalty and trust.
- Collaborated with cross-functional teams including sales, marketing, and operations to address complex customer inquiries or issues
- Collaborated with finance team to resolve billing discrepancies, ensuring accurate invoicing and customer confidence.
- Identify discrepancies and resolve payment issues promptly to maintain accuracy and customer trust
- Review transactions to verify payments are applied to the correct customer accounts and prevent duplicate charges
- Prepare and analyze reports including Bill Pay, Duplicate Transaction, Audit, and ACH reports to ensure payment accuracy
Line Assembler
Generac Power Systems
Elkhorn
04.2011 - 06.2013
- Assembled components and subassemblies according to blueprints, diagrams, and work instructions
- Inspected finished products for quality assurance, ensuring compliance with specifications and quality standards
- Collaborated with team members to achieve production goals and meet deadlines consistently
- Maintained clean, organized work area to enhance safety and support efficient operations
Finisher
MasterMold LLC
Johnson Creek
01.2009 - 11.2012
- Shaped fiberglass materials to achieve desired finish and texture, enhancing product aesthetics
- Applied fiberglass materials to surfaces using spraying, brushing, rolling techniques to ensure high-quality finishes
- Inspected finished products for defects and performed repairs or adjustments to maintain quality standards.
DJ
Kumba Inc.
06.2006 - 07.2012
- Engaged audiences to elevate entertainment experience and foster positive atmosphere.
- Collaborated with event planners to tailor music selections, aligning with specific event objectives.
- Coordinated sound setups, ensuring equipment functionality for seamless event execution.
Education
Interpreter for the Health Services -
MATC
High school or equivalent -
Jefferson High School
Skills
- Bilingual communication
- Customer service
- Customer support
- Call triaging
- Conflict resolution
- Relationship management
- Team leadership
- Management
- Employee training
- Performance reporting
- Data analysis
- Microsoft Excel
- Data entry
- Research
- Interpretation
- Translation
- Problem solving
- Active listening
- Communication skills
- Time management
- Multitask management
- Relationship building
- Leadership
- Translation
Personal Information
Willing To Relocate: Anywhere
Timeline
Bilingual CSR lead
Payment Service Network Inc.
08.2020 - Current
Bilingual CSR
Payment Service Network
07.2013 - 08.2020
Line Assembler
Generac Power Systems
04.2011 - 06.2013
Finisher
MasterMold LLC
01.2009 - 11.2012
DJ
Kumba Inc.
06.2006 - 07.2012
Interpreter for the Health Services -
MATC
High school or equivalent -
Jefferson High School