Summary
Overview
Work History
Education
Skills
Timeline
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Kamelis Rodriguez

FORNEY,TX

Summary

Dynamic professional with strong work ethic and ability to multi-task to complete all assigned tasks and problem-solving. Excelled in enhancing customer support outcomes and quality assurance. Skilled in fostering teamwork and effective communication. Consistently contribute to positive work environments and cross-functional collaboration for continuous improvement.

Overview

16
16
years of professional experience

Work History

Customer Support Rep II, Revenue Processing

Vistra Energy
09.2023 - Current
  • Perform research on customers accounts to identify and resolve complex exceptions preventing the desired customer outcome
  • Perform operational control attestations within the department
  • Work with cross-functional teams to resolve customer issues
  • Work a designated number of work queue assignments within a timeframe that support the business need / deadlines
  • Identify and escalate issues found while working accounts to support incident prevention practices
  • Maintained strict confidentiality of sensitive financial data, protecting company integrity and privacy rights of individuals involved.
  • Reduced errors in account reconciliation through meticulous attention to detail and thorough review of transactions.
  • Contributed to the development of a positive work environment, fostering strong relationships with colleagues and supervisors.
  • Collaborated with team members on special projects, contributing valuable insights and problem-solving skills.

Senior Quality Assurance Specialist

Vistra Energy
10.2012 - Current
  • Lead and support internal partner site Quality calibration sessions to ensure consistent delivery and alignment with all brands (i.e. TXUE, Ambit, Dynegy) customer experience expectations and guidelines
  • Conduct initial and ongoing monthly certification of Quality team members, both internal and external, to ensure alignment with all brands (i.e. TXUE, Ambit, Dynegy) customer experience expectations
  • Support formal evaluation dispute process for all internal and external evaluators to determine proper protocol was followed
  • Support targeted call listening activities to drive and support channel strategy
  • Identify systematic and individual performance issues that need to be addressed to improve and maintain world class service
  • Make recommendations for policy, process and procedure enhancements based on quality monitoring trends from evaluations and targeted listening projects
  • ·Trained and mentored new team members internal and external on QA best practices, contributing to a more knowledgeable workforce.
  • · Collaborated with cross-functional teams to identify areas for improvement, leading to higher product quality and performance.

Sourcing and Regional Account Manager

Y- Not Promos
01.2009 - 08.2012
  • Established strong client relationships through regular communication, attentive service, and prompt issue resolution.
  • Achieved regional sales targets by developing strategic plans and executing effective account management practices.
  • Conducted comprehensive market analysis to identify trends, competitor activities, and potential areas of improvement.
  • Delivered engaging presentations showcasing product offerings tailored to individual client needs, ultimately driving sales growth.
  • Increased revenue by identifying growth opportunities within existing accounts and cross-selling additional products or services.
  • Managed a diverse portfolio of accounts across various industries ensuring that each received personalized attention and support.

Education

High School Diploma -

Metropolitan University - Criminal Justice
Puerto Rico

Skills

    MS Office (Excel, Word, Outlook, Power Point)

    Knowledge on system platforms such as CXT, Landpower, Salesforce Dynegy Productions and BlueNet

    Knowledge with reporting systems like SQL and Tethr

    Bilingual

    Problem Solving

    Teamwork Skills

    Communication

    Self-management

    Positive Attitude

Timeline

Customer Support Rep II, Revenue Processing

Vistra Energy
09.2023 - Current

Senior Quality Assurance Specialist

Vistra Energy
10.2012 - Current

Sourcing and Regional Account Manager

Y- Not Promos
01.2009 - 08.2012

High School Diploma -

Metropolitan University - Criminal Justice

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Kamelis Rodriguez