Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Makayla Rodriguez

Corpus Christi

Summary

Customer service expert with over 8 years of experience resolving account and service issues taking inbound and making outbound calls as well as responding to inquiries via email and chat. With a team-oriented mentality and commitment to customer satisfaction, business goals, and customer support excellence, I am efficiency-driven and organized with a strong background in conflict resolution.

Overview

8
8
years of professional experience

Work History

User Support Specialist

Target
10.2016 - 03.2019
  • Streamlined support processes for improved efficiency and faster response times.
  • Continuously checked data, use logins, and file permissions to monitor data safety and end-user efficiency.
  • Performed root cause analysis on recurring technical problems, leading to permanent fixes that reduced incoming support requests significantly over time.
  • Maintained master RMS list of users across various platforms, and direct and remote access points.
  • Contributed to a positive work environment by consistently demonstrating professionalism, empathy, and adaptability when dealing with users from diverse backgrounds.
  • Exceeded customer satisfaction targets by regularly soliciting feedback and implementing improvements based on user insights.
  • Maintained detailed records of user interactions, providing valuable insights to inform future product improvements and updates.

Customer Service Representative

Disney Cruise Lines
05.2019 - 03.2023
  • Assisted in developing customized party packages that catered to various budgets and client preferences while maintaining profitability margins.
  • Developed strong relationships with clients and vendors, fostering repeat business and positive referrals.
  • Boosted customer satisfaction ratings by consistently maintaining a positive, energetic, and professional demeanor.

  • 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.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Identified and resolved discrepancies and errors in customer accounts.

Remote Claims Specialist

GEHA
03.2023 - 01.2025
  • Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
  • Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
  • Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
  • Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
  • Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
  • Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.

Education

High School Diploma -

South Texas Academy of Medical Professions
Olmito, TX
06.2016

Skills

  • Active Listening / Customer Service
  • Problem-Solving
  • Technical Troubleshooting / Operating Systems
  • Product Knowledge
  • Time Management
  • Conflict Resolution
  • Problem Escalation
  • Remote Work Tools / Technical Support Tool
  • Cybersecurity awareness and best practices
  • Typing Speed and Accuracy

Languages

Spanish
Native or Bilingual

Timeline

Remote Claims Specialist

GEHA
03.2023 - 01.2025

Customer Service Representative

Disney Cruise Lines
05.2019 - 03.2023

User Support Specialist

Target
10.2016 - 03.2019

High School Diploma -

South Texas Academy of Medical Professions

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Makayla Rodriguez