LEENOSHKA RODRIGUEZ
Deltona,FL
Summary
Operations Analyst with 7+ years of advanced mathematical and analytical skills and track record of identifying complex issues, collecting information and developing practical solutions to problems. Strong written and oral communication skills useful in summarizing and presenting findings to decision-makers and developing strategic recommendations. Bringing cutting-edge Big Data and Data Science tools and methods to complex business problems with strong project management skills across strategy, capacity planning and scheduling areas.
Overview
7
7
years of professional experience
Work History
Operation Analyst
Toho Water Authority
11.2017 - Current
- Played key role in many strategic plan initiatives such as annual survey, website redesign, technology roadmap and more
- Identified and developed SOP, update current polices
- Collaborate with other development teams and acted as liaison to third-party contact center by providing training, leading bi-weekly meeting to ensure quality experience is provided on every interaction and leading weekly status meeting
- Designed plans to improve operational changes through different software
- Assist in projects as SME and lead projects within the division
- Created models to forecast and predict quantitative and comparative evaluations of various business solutions.
- Presented results of mathematical modeling and data analysis to management or other end users for budgets every fiscal year.
- Work closely with IT and potential 3rd party vendors to resolve any identified issues
- Identified and analyzed project risks and developed mitigation strategies.
- Developed written documents and reports related to programs and operations.
- Performed validation and testing of models to promote adequacy and reformulate models as necessary.
Customer Service Lead
Toho Water Authority
01.2017 - 11.2017
- Monitor service calls to observe employee demeanor, technical accuracy and conformity to company policies
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Review errors and complaints and take appropriate action such as high consumption, invoices, adjustments, and much more
- Creates and maintains high-quality work environment so team members are motivated to perform at their highest level as team lead.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
Enrollment Specialist
Randstad
08.2016 - 10.2016
- Understood and thoroughly explained services provided to customers and potential customers.
- Processed annual enrollments, qualifying life events, employee changes submitted by employees for multiple clients
- Processed Evidence of Insurability (EOI) forms in accordance with Client policies and procedures
- Researched and resolved client questions and problems regarding health insurance, life insurance, and employee benefits with an average between 20 and 40 clients daily
- Communicated effectively via telephone, email and in person with prospective customers.
Team Lead/Supervisor
Inktel
05.2016 - 07.2016
- Managed CSR's payroll, Excel, Outlook, Files, and office equipment
- Provided daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
- Provided continual evaluation of processes and procedures
- Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
- Provided statistical and performance feedback and coaching on a regular basis to each team member and writes and administers performance reviews for skill improvement
- Assist the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
Customer Service Representative
FLVS Customer Service
04.2016 - 05.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Achieved customer satisfaction rating of 95% within one month, exceeding corporate target
- Utilized customer service software to manage interactions and track customer satisfaction.
- Trained on several call center phone platforms and administrative systems
Education
Bachelor of Science - Health Administration
Roger Williams University
Bristol, RI05.2015
Skills
- Project Management
- Legal Documentation
- Financial Statements
- Microsoft Excel
- Business Operations
- Technology Design
- Technical Knowledge
- Microsoft PowerPoint
- Strategic Planning
- Microsoft Word
- Expense Reports
- Data Analysis
Languages
Spanish
Native or Bilingual
Timeline
Operation Analyst
Toho Water Authority
11.2017 - Current
Customer Service Lead
Toho Water Authority
01.2017 - 11.2017
Enrollment Specialist
Randstad
08.2016 - 10.2016
Team Lead/Supervisor
Inktel
05.2016 - 07.2016
Customer Service Representative
FLVS Customer Service
04.2016 - 05.2016
Bachelor of Science - Health Administration
Roger Williams University
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