Justin Rodriguez
Hialeah,FL
Summary
Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success.
Overview
15
15
years of professional experience
Work History
Supervisor
Inktel Contact Center Solutions
03.2022 - Current
- Provided Leadership and Coaching to 30-40 agents.
- Direct Customer Complaint Resolution.
- Quality Assurance Scoring and Guideline Adherence.
- Addressed Client concerns directly via escalated concerns.
- Payroll Review and Workforce Management
- Agent / Team Lead Training
- Price Negotiation & Dispatch Management
Virtual Support Supervisor
Road America Motor Club
04.2013 - 12.2021
- Provided Leadership to team of Team Leads and Agents
- Ensured employee's met required monthly goals outlined by company
- Performed Quality Assurance scoring and review
- Engaged in Monthly Quality Assurance Auditing with Third Party Call Centers
- Managed employee attendance and staffing
- Engaged in hiring process for multiple candidates in various company departments
- Traveled to perform training and evaluate third party employees
- Performed internal training for lower end management and agents
- Assisted with company policy and procedure defining for employees
- Worked with Management from clients with escalated issues and VIP customers.
Tire Center Sales Associate / Tire Technician
BJ's Wholesale Club
08.2009 - 04.2013
- Trained new Team Members
- Regular Maintenance for all Equipment and Safety Inspections
- Inventory Management for Consumables
- Area price checking comparisons
Education
Associates in Science - Graphic Design And Multimedia Production
Keiser University
Pembroke Pines, FL01.2015
Skills
- Quality Assurance
- Logistics
- Negotiating
- Microsoft Office & Google Docs/Sheets
- Employee Management
- Time Management
- Client Satisfaction
- CRMs
Timeline
Supervisor
Inktel Contact Center Solutions
03.2022 - Current
Virtual Support Supervisor
Road America Motor Club
04.2013 - 12.2021
Tire Center Sales Associate / Tire Technician
BJ's Wholesale Club
08.2009 - 04.2013
Associates in Science - Graphic Design And Multimedia Production
Keiser University