Marlene Rodriguez
Davenport,FL
Summary
Dynamic customer service professional with extensive experience in researching and resolving complex customer issues, consistently ensuring optimal satisfaction. Exceptional problem-solving and communication skills are leveraged to assess individual needs, effectively upselling and cross-selling solutions that enhance customer experiences and drive company success. A commitment to fostering positive relationships and delivering tailored support aligns seamlessly with customer objectives and organizational goals. Recognized for a proactive approach to service excellence, dedication to continuous improvement in customer interactions stands as a hallmark of this career.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Synchrony
Orlando, FL
03.2023 - Current
- Provide account support to Synchrony customers, resolving inquiries and escalations related to billing, payments, and disputes.
- Consistently meet or exceed quality audit standards by maintaining accuracy, compliance, and attention to detail.
- Document account activity, resolution steps, and escalations to ensure proper recordkeeping and compliance.
- Collaborate with supervisors and internal teams to address complex account issues and identify opportunities for process improvement.
- Achieve strong performance metrics in a high-volume, fast-paced environment while delivering professional service under pressure.
Crew Support/Peer Advisors
JetBlue
Orlando, FL
07.2021 - Current
- Support JetBlue Airports Crewmembers and Mosaic Customers with efficient communication and service.
- Analyzed and corrected errors in flight information and compensation details, ensuring compliance with company policies.
- Managed and resolved challenging service concerns affecting Crewmembers and Customers.
- Navigated and toggled between multiple screens efficiently.
- Analyzed company procedures and processed assigned tasks.
Lead Patient Liaison
WESTCHESTER MEDICAL CENTER
08.2018 - 12.2020
- Oversaw call center activities to ensure efficient service.
- Managed patient information securely using various software tools.
- Provided information on community resources to support patient care.
- Oversee call queue operations to guarantee consistent team member engagement.
Education
Cornerstone Academy
Georgetown, GASkills
- Critical Thinking
- Problem Solving
- Troubleshooting
- Computer software savvy
- Professionalism
- Effective communicator
- Telephone Sales
- Customer Support
- Inbound Call Handling
- Outbound Call Handling
- Skip Tracing
- Internet Research
- Up Selling
- Sales support
- Product knowledge
- Call Center Operations
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Synchrony
03.2023 - Current
Crew Support/Peer Advisors
JetBlue
07.2021 - Current
Lead Patient Liaison
WESTCHESTER MEDICAL CENTER
08.2018 - 12.2020
Cornerstone Academy