KAREM L. RODRIGUEZ
Miami,FL
Summary
Customer Experience and Support Professional with 8+ years of experience providing exceptional service to clients across the U.S. and Latin America. Skilled in managing business relationships, guiding customers through operational processes, and resolving complex inquiries with empathy and precision. Proven ability to thrive in fast-paced, high-volume environments, supporting both individual clients and corporate accounts. Adept at CRM systems, multi-channel communication, and cross-department collaboration to ensure seamless experiences and customer satisfaction.
Overview
16
16
years of professional experience
Work History
Senior Customer Experience Specialist
FOH ® Worldwide
09.2023 - Current
- Provide customer support and resolve inquiries with speed and empathy.
- Manage client accounts and ensure high levels of retention and satisfaction.
- Use CRM platforms to track pipelines and nurture long-term customer relationships.
- Collaborate with internal departments to relay user feedback and support product updates.
- Conduct showroom tours and initiate sales processes to convert qualified leads.
- Drive business growth via prospecting, lead generation, and upselling strategies.
- Create SOP’s to support internal process training.
Assistant Project Manager / Customer Service Manager
Evolutions Graphics & Designs
05.2022 - 08.2023
- Served as the first point of contact for clients, guiding them through the entire project journey from initial inquiry to final delivery.
- Managed high-value client accounts (e.g., Puma, Lexus, Norwegian Cruise Lines).
- Oversaw day-to-day operations, resolved client concerns, and implemented process improvements that increased team productivity by 20%.
- Coordinated cross-functional teams to meet quality standards and project deadlines.
- Negotiated and drafted contracts.
Sales Representative / Tech Support
Sutherland Global
03.2020 - 04.2021
- Delivered technical support for COX Communications, assisting over 100 users daily via phone.
- Diagnosed connectivity, hardware, and service issues, guided customers through troubleshooting steps with clarity.
- Regularly exceeded upselling targets and maintained top-tier performance scores.
- Achieved 95%+ customer satisfaction through efficient issue resolution.
Owner / CEO
Hummus Bistro Restaurant
01.2015 - 07.2017
- Launched and managed all aspects of a successful Restaurant.
- Built long-term partnerships with vendors and managed full P&L.
- Led a team of 10+ staff, overseeing hiring, training, and performance.
Customer Service & Sales Representative
Concentrix
02.2013 - 08.2014
- Top-performing bilingual agent for AT&T residential sales campaigns, surpassing monthly sales quotas, KPIs and customer satisfaction benchmarks.
- Responded to inbound calls from potential customers, identifying needs and recommending suitable products or services.
- Provided accurate information regarding products, services, billing, and company policies.
- Accurately recorded customer interactions, sales outcomes, and follow-up actions in CRM systems.
- Provided feedback to marketing and product teams based on customer insights and objections.
Call Center Agent / Sales Representative
Teleperformance BPO
03.2010 - 03.2011
- Delivered inbound support for Orange Spain, assisting customers with mobile plans, billing inquiries, and technical issues.
- Provided personalized service and sales support, recommending suitable products and upgrades.
- Maintained top performance metrics in customer satisfaction and conversion rates.
Education
A.A. - Marketing & Advertising
Los Libertadores University
Bogotá, ColombiaGastronomy Certificate - undefined
Mariano Moreno Culinary School
Bogotá, ColombiaSkills
- Customer Support and Customer Experience
- Sales Experience (B2B & B2C)
- Customer Centric
- Bi-Lingual (English & Spanish)
- CRM software proficiency
- Detail-Oriented
- Passionate & Driven
- Problem-Solving & Multi-Tasking
- Experience optimization
- Data management
- Call center operations
- Computer skills
- Product knowledge
Achievements
FOH® Worldwide – Rookie Employee of the Year 2024
Timeline
Senior Customer Experience Specialist
FOH ® Worldwide
09.2023 - Current
Assistant Project Manager / Customer Service Manager
Evolutions Graphics & Designs
05.2022 - 08.2023
Sales Representative / Tech Support
Sutherland Global
03.2020 - 04.2021
Owner / CEO
Hummus Bistro Restaurant
01.2015 - 07.2017
Customer Service & Sales Representative
Concentrix
02.2013 - 08.2014
Call Center Agent / Sales Representative
Teleperformance BPO
03.2010 - 03.2011
Gastronomy Certificate - undefined
Mariano Moreno Culinary School
A.A. - Marketing & Advertising
Los Libertadores University