Justine Rodriguez
El Paso,TX
Summary
Successful Call Center Representative with 10 years of experience addressing customer requests and concerns to provide relevant information and options. Upbeat and energetic, with grace in handing difficult situations through resourcefulness and adaptability.
Overview
17
17
years of professional experience
Work History
Client Support Specialist
ADP
El Paso, TX
01.2023 - Current
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Completed training and worked effectively under high-pressure customer services environments
- Learned all internal systems and related service role duties to provide skilled team backup in handing customer service demands
- Continuously surpassed customer service standards while ensuring compliance with call volume objectives
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes
- Kept administrative records current and accurate to promote efficiency and team effectiveness in all interactions.
- Performed data entry tasks for client records management.
- Delivered high level of service to clients in effort to build upon relationships for future.
- Collaborated with other teams within the organization to provide comprehensive solutions for clients.
- Provided feedback on areas where improvements were needed in order to enhance customer experience.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Helped develop strategies for improving overall efficiency of client support operations.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Identified opportunities to improve customer service procedures and implemented changes accordingly.
- Delivered exceptional client experience and encouraged repeat business.
- Documented all customer interactions in the company's database system.
- Assisted other departments with resolving any outstanding client issues.
- Mentored junior team members and managed employee relationships.
Member Service Representative
Superior Health Plan Inc
El Paso, TX
06.2015 - 01.2023
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Provided top quality control and eliminated downtime to maximize revenue.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Adhered to all applicable policies, procedures, regulations, and laws.
- Responded promptly to emails from members seeking assistance.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Monitored compliance with organizational security protocols when interacting with members.
- Researched complex issues related to accounts or services provided by the organization.
- Leveraged software and systems to research and resolve member inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Answered incoming calls regarding membership benefits and services.
Consumer Loan Officer II
GECU
El Paso, TX
05.2007 - 10.2014
- Complied with regulatory requirements, including Bank Secrecy Act, Anti Money Laundering and OFAC
- Compiled database of loan applicants' credit histories, corporate financial statements and other financial information
- Originated, reviewed, processed, closed and administered customer loan proposals
- Assisted senior-level credit officers with complex loan applications
- Reviewed and edited loan agreements to promote efficiency and accuracy
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival
- Received multiple positive reviews acknowledging dedication to excellent customer service
- Promoted available products and services to customers during service, account management and order calls
- Educated customers on product and service details and information
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Criminal Justice -Basic Studies -
El Paso Community College
GED -
El Paso Community College
Skills
- Product Knowledge
- Customer Retention
- Data Management
- Documentation and reporting
- Client Rapport Building
- Call Documentation
- De-Escalation Techniques
- Security Awareness
- Multi-line telephone systems
- Customer Contract
- Data Entry
- Staff Development
- Customer-Facing Communication
- Client Service Excellence
- Verbal and Writing Communication
References
References available upon request.
Timeline
Client Support Specialist
ADP
01.2023 - Current
Member Service Representative
Superior Health Plan Inc
06.2015 - 01.2023
Consumer Loan Officer II
GECU
05.2007 - 10.2014
Criminal Justice -Basic Studies -
El Paso Community College
GED -
El Paso Community College
Similar Profiles
Alyssa DiCristoAlyssa DiCristo
Sales Executive at ADPSales Executive at ADP
Kelsi BrownKelsi Brown
Human Resource Support Specialist at ADPHuman Resource Support Specialist at ADP
Chris WhiteChris White
Sales Associate at ADPSales Associate at ADP