Karla Rodriguez
San Luis,AZ
Summary
Proven track record in enhancing customer loyalty and resolving high-stress situations as a Customer Service Representative at Advanced Call Center Technologies, showcasing exceptional problem-solving and active listening skills. Demonstrated leadership and critical thinking as a Correctional Officer and Substitute Teacher, consistently achieving positive outcomes and fostering inclusive environments. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Advanced Call Center Technologies
04.2024 - 09.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Met customer call guidelines for service levels, handle time and productivity.
Correctional Officer
Arizona Department of Corrections
08.2013 - 11.2022
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
- Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Assisted in the training of new correctional officers, providing guidance on best practices and procedures.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Prevented escapes by diligently inspecting perimeters, doors, windows, gates, fences, and other access points throughout the prison complex regularly.
- Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates.
- Tracked inmates through head counts, visitor logs, and scheduled activities.
- Ensured compliance with all applicable federal, state, and local laws, regulations, and policies governing correctional facilities.
- Demonstrated cultural sensitivity when interacting with diverse populations within the correctional setting, promoting an inclusive environment for all individuals present.
- Supported mental health initiatives for inmates by connecting them with appropriate resources and services within the facility.
- Promoted inmate welfare by monitoring and addressing health concerns promptly.
- Prepared reports to document incidents and violations.
Substitute Teacher
Gadsden School District #32
01.2004 - 05.2005
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Enhanced classroom management by implementing positive reinforcement strategies and maintaining clear expectations for behavior.
- Supervised lunchroom and recess activities.
- Maintained accurate records of student attendance, grades, and progress reports, ensuring timely submission to administration for reporting purposes.
Education
Associate of Arts -
Arizona Western College
San Luis, AZ05.2025
Clerical Certificate
Arizona Western College Job Training Program
Yuma, AZ07.2003
High School Diploma -
Yuma High School
Yuma, AZ05.2002
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Computer Proficiency
- Customer Relationship Management (CRM)
- Follow-up skills
- Scheduling
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Customer Service Representative
Advanced Call Center Technologies
04.2024 - 09.2024
Correctional Officer
Arizona Department of Corrections
08.2013 - 11.2022
Substitute Teacher
Gadsden School District #32
01.2004 - 05.2005
Associate of Arts -
Arizona Western College
Clerical Certificate
Arizona Western College Job Training Program
High School Diploma -
Yuma High School
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