Kimberly Rodriguez
El Paso
Summary
Customer-focused professional with over five years of experience in customer service, retail, call center operations, and independent delivery services. Skilled in handling high-volume interactions, resolving customer concerns, processing payments, maintaining accurate records, and managing sensitive information with professionalism and attention to detail. Recognized for strong communication, adaptability, problem-solving abilities, and a dependable work ethic in fast-paced environments.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Alorica
El Paso
07.2025 - 03.2026
- Delivered frontline support for Bank of America auto loan accounts, assisting dealerships, financial institutions, and authorized third parties with loan servicing and account inquiries.
- Navigated multiple internal systems across three monitors to research accounts, document detailed call notes, and track customer complaints.
- Explained loan terms to customers, covering daily simple interest calculations, payoff procedures, and payment schedules with due dates.
- Fulfilled daily service requests by processing refund checks, and using methods of (fax, mail, email) to deliver documentation.
- Actively offered digital banking solutions and supported customers with mobile / online banking enrollment, including troubleshooting login issues.
- Encouraged survey feedback, and maintained positive experiences by addressing customer concerns.
Trusted Agent
Teleperformance
El Paso
01.2025 - 05.2025
- Assisted members with identity verification to securely access services for partner agencies, including the Internal Revenue, Social Security Administration, and Sterling.
- Conducted virtual live identity proofing sessions by reviewing government-issued IDs and asking structured security questions to authenticate members.
- Validated photo documents (e.g., Social Security cards, health cards, passports) to approve or deny access and report fraudulent documentation.
- Handled video account recovery calls by unlocking accounts that need PII (personally identifiable information) updated to restore access to verified account owners.
- Performed facial matching verification during live video calls to confirm a member matched the photo on their submitted documentation.
- Provided technical troubleshooting and customer support via video platforms (Google Meet, Zoom) while following strict security procedures.
Cashier/Retail Sales Associate
Burlington
El Paso
04.2023 - 11.2024
- Operated POS system to process sales, returns, and exchanges while handling cash accurately and providing correct change.
- Answered phone calls, delivering professional and timely customer assistance.
- Maintained sales floor displays, ensuring items were properly arranged, accessible, and fully stocked.
- Promoted the store’s loyalty rewards program, highlighting exclusive points and benefits to drive customer engagement.
- Managed fitting rooms, maintaining cleanliness and implementing security measures to prevent merchandise loss.
- Handled and organized layaway warehouse inventory, including categorizing sensors, hangers, and storage equipment for efficient tracking and easy access.
Front End Cashier
Cici's Pizza
El Paso
09.2021 - 05.2022
- Served as front-end cashier, greeted and assisted every customer as the first point of contact.
- Multitasked over the phone, in-person, and online orders via DoorDash, Grubhub, and Postmates, writing orders in a quick legible format.
- Managed incoming and outgoing orders, coordinating with kitchen staff to confirm correct order fulfillment accuracy.
- Maintained salad bar and pasta stations, ensuring cleanliness, sanitation, and consistent restocking.
- Printed and applied labels to refrigerated items with product names and expiration dates to support inventory accuracy.
- Retrieved and opened heavy shipment boxes using ladders and tools safely.
- Memorized and offered current deals, coupons, and specials to customers.
Restaurant Hostess
Village Inn
El Paso
04.2021 - 08.2021
- Managed customer waitlist with digital app, providing accurate wait time estimates to enhance guest satisfaction during peak hours.
- Managed customer waitlist using a digital app and provided accurate wait time estimates during busy hours.
- Processed customer orders and payments, ensuring accuracy for seamless dining experiences.
- Coordinated online takeout orders through delivery platforms, optimizing service for off-premise dining.
- Maintained front-of-house organization by stocking fridges and pantry items and labeling food properly.
- Assisted with daily upkeep by cleaning menus, wrapping cutlery, and tracking pie inventory.
Education
High School Diploma -
El Dorado High School
El Paso, Texas 08.2018 - 05.2022
Some College (No Degree) - Psychology
El Paso Community College
El Paso, TXSkills
- Typing 45 WPM
- Customer service 4 years experience
- Proficient software navigation
- Data entry accuracy
- Multitask
- Time efficient
- Resourceful
- Customer engagement
Affiliations
Fitness & Wellness: Enjoy being physically active and on my feet.
Independent work: Love to stay productive doing side work like selling items on marketplaces.
Accomplishments
•2 years playing softball - Developed teamwork and collaboration skills
- 1 year dance class - Showcased performance, confidence, and commitment
•Customer service Recognition: Achieved positive customer feedback and survey results for excellent service.Built a open friendly environment with customers.
Languages
- English (Native)
- Spanish (Limited)
References
References available upon request.
Timeline
Customer Service Representative
Alorica
07.2025 - 03.2026
Trusted Agent
Teleperformance
01.2025 - 05.2025
Cashier/Retail Sales Associate
Burlington
04.2023 - 11.2024
Front End Cashier
Cici's Pizza
09.2021 - 05.2022
Restaurant Hostess
Village Inn
04.2021 - 08.2021
High School Diploma -
El Dorado High School
08.2018 - 05.2022
Some College (No Degree) - Psychology
El Paso Community College