Hi, I’m
Luz Rodriguez
Durham,NC
Communication is not about saying what we think. Communication is about ensuring others hear what we mean.
Simon Sinek
Summary
Results-driven client service professional with 10 years of experience across multiple industries. Consistently delivers exceptional support and fosters positive client relationships. Skilled in identifying and addressing client needs, resolving conflicts, and ensuring satisfaction through effective communication and problem-solving skills. Utilizes various feedback channels to drive continuous improvement initiatives and enhance the overall process and client experience. Proven ability to work autonomously and collaboratively within cross-functional teams to achieve organizational goals from a supportive and leadership role. Committed to upholding the highest standards of service excellence while maintaining professionalism and integrity in all interactions, resulting in higher client engagement and retention.
Overview
13
years of professional experience
1
Certification
Work History
Fidelity Investments
Financial Customer Associate
06.2024 - Current
Job overview
- Handle an average of 40-60 calls per day related to accounts and process approximately 20 transactions daily, including loans, withdrawals, and fund transfers.
- Support customers in the attainment of their financial goals through resource navigation.
- Deliver knowledgeable support, fostering customer confidence.
- Collaborate with colleagues to optimize service delivery.
Fidelity Investments
Workplace Planning Associate
01.2024 - 04.2024
Job overview
- Dedicated up to 8 hours daily to gain extensive understanding of securities market structure and regulatory agencies, including their respective functions.
- Demonstrated measurable outcomes through the successful completion of the program curriculum within scheduled time frame.
- Participated in continuous professional development activities to stay current on best practices.
University Chiropractic
Chiropractic Assistant
12.2022 - 09.2023
Job overview
- Established and maintained an environment that prioritized patient safety and respect.
- Ensured efficient scheduling of appointments for chiropractic doctors and patients using Atlas software.
- Retained monthly goal of 525 active patients through outbound calls and offerings.
- Demonstrated exceptional communication skills in explaining fees and renewal care plans, while effectively coding and billing insurance claims.
- Streamlined information flow by acting as a liaison among patients, chiropractors and insurance companies.
Policygenius
Quoting & Underwriting Specialist III
01.2019 - 06.2022
Job overview
- Reviewed and managed high net-worth customers' home and auto insurance needs with portfolios ranging from $1.5 million to $5 million.
- Prepared comprehensive proposals after extensive evaluation to suggest appropriate coverages.
- Achieved the shared $10,000 monthly premium goal by effectively managing and servicing 50 customers on a weekly basis.
- Efficiently resolved unique and complex client issues through the identification of optimal coverage options within tight timelines.
- Applied comprehensive industry knowledge and analyzed data from comparative raters to effectively pinpoint coverage gaps and offer inventive solutions.
- Gathered and assessed feedback data to identify recurring patterns and connections.
- Effectively communicated identified improvement opportunities to relevant stakeholders.
- Synchronized efforts with carriers' account managers to ensure effective representation of customers' interests.
- Attained expertise in team operations, carrier preferences, and interdepartmental partnerships.
Yelp
Account Executive
07.2018 - 12.2018
Job overview
- Implemented the use of Yelp and Salesforce platforms to enhance lead generation and sales pipeline development outreach.
- Managed 80+ accounts simultaneously, effectively organizing and prioritizing tasks throughout the sales cycle.
- Assessed clients' business goals and challenges, aligning Yelp's advertising solutions to help them achieve their goals.
- Recognized budgetary resources to support the execution of Yelp advertising campaigns.
- Collaborated with clients in developing a local strategy utilizing Yelp's products and tools.
- Partnered with Yelp's Account Management and Client Partner teams to enhance client experience and program performance post-sale.
EIMS
Account Manager
08.2017 - 02.2018
Job overview
- Drove seamless client interactions by being the first point of contact with EIMS.
- Managed technology client portfolio generating annual revenue of up to $1M across 1-3 key clients.
- Delivered successful B2B lead generation and end-to-end sales campaigns in the tech industry.
- Facilitated effective communication and collaboration between EIMS and clients during sales and alignment meetings.
- Reviewed operational data to make strategic decisions regarding campaign direction.
- Delivered Quarterly Business Reviews.
- Drove account growth and increased revenue by offering supplementary services while exploring untapped markets.
- Built industry connections and identified potential partnerships by attending conferences and networking events on behalf of the company.
EIMS
Performance Manager
01.2016 - 08.2017
Job overview
- Monitored and reported on sales performance that was below 85% of the territory's sales forecasts.
- Led 4 high-performing sprints, utilizing incentives as a catalyst for sales agent motivation and leading to enhanced sales outcomes.
- Shadowed 12 team members and reviewed their book of business, offering mentorship to contribute to team growth and knowledge sharing.
- Conducted 20+ thorough assessments of employee performance, identifying strengths and areas for growth.
- Enhanced employee engagement through tailored training programs and workshops.
- Participated in 10+ regular performance reviews with project managers and account managers, utilizing Salesforce data to assess team accomplishments and pinpoint opportunities for enhancement.
- Created 12+ metrics to measure performance in line with team targets.
EIMS
Team Lead
01.2015 - 12.2015
Job overview
- Trained new team members on channel sales strategies and key performance indicators.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Provided ongoing guidance, feedback, and training, leading to a 35% increase in team effectiveness and a 25% improvement in sales performance.
- Attended 12+ performance reviews, analyzing Salesforce data to evaluate team achievements and identify areas for improvement.
- Developed 10+ both qualitative and quantitative KPIs in line with team goals.
- Collaborated with 5 cross-functional teams to address and resolve channel partners' concerns.
- Generated 200+ cold calls monthly, leading to the discovery of $75k in net new business opportunities and a 20% increase in pipeline growth.
- Managed sales and renewal activities efficiently using Salesforce.
- Increased efficiency by handling 50+ partner escalations annually and serving as the main liaison, resulting in an improvement in partner relations and issue resolution time.
EIMS
Channel Sales Agent
05.2014 - 01.2015
Job overview
- Consistently achieved and surpassed weekly goals by 100%, making 480+ cold calls, generating valuable opportunities for expanding the client base.
- Leveraged Salesforce to track over 500 client interactions monthly, identifying 40+ new sales opportunities.
- Managed the resolution of 30+ issues between partners and channel distributors, achieving a 95% satisfaction rate.
- Supported 10+ partners in marketing efforts to enhance product visibility and drive sales growth.
- Enforced partner program guidelines across 15+ partners, resulting in a 100% compliance rate.
- Monitored market, industry, and company strategies to adapt channel sales approach.
- Implemented a feedback system that gathered insights from 20+ channel partners driving continuous improvement.
Checksmart Financial
Branch Manager
05.2011 - 04.2014
Job overview
- Oversaw the selection, training, and performance management of 10+ branch employees.
- Maintained customer service standards that achieved a 95% customer satisfaction rate, resulting in a 25% increase in repeat business.
- Ensured 100% compliance with industry regulations and organizational policies, avoiding any compliance-related penalties and maintaining a flawless audit record
- Developed and implemented marketing strategies to attract new customers and local partnerships.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Oversaw inventory management, optimizing stock levels to reduce excess inventory by 25%.
- Submitted over 50 timely performance reports to senior management, resulting in improvement in decision-making speed and accuracy.
Skills
- Emotional Intelligence
- Customer Relationship
- Empathy and Patience
- Adaptability
- Cross-Functional collaboration
- Strategic Planning
- Value Communication
- Technical Proficiency
- Risk Assessment
- Conflict Resolution
- Data Analysis
- Process Improvement
- Retention Strategies
- Time Management
- Critical Thinking
Certification
Google: Foundation of Cybersecurity
Google: Play It Safe: Manage Security Risks
Google: Connect and Protect Network Security
Google: Linux & SQL
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Spanish
Advanced (C1)
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Work from home optionPaid time off401k matchWork-life balancePersonal development programsCareer advancementTimeline
Financial Customer Associate
Fidelity Investments
06.2024 - Current
Workplace Planning Associate
Fidelity Investments
01.2024 - 04.2024
Chiropractic Assistant
University Chiropractic
12.2022 - 09.2023
Quoting & Underwriting Specialist III
Policygenius
01.2019 - 06.2022
Account Executive
Yelp
07.2018 - 12.2018
Account Manager
EIMS
08.2017 - 02.2018
Performance Manager
EIMS
01.2016 - 08.2017
Team Lead
EIMS
01.2015 - 12.2015
Channel Sales Agent
EIMS
05.2014 - 01.2015
Branch Manager
Checksmart Financial
05.2011 - 04.2014
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