Melinda Rodriguez- Gonzales
Austin ,TX
Summary
Experienced customer support specialist with 6+ years in dispatch coordination, account management, and billing resolution. Known for active listening, problem-solving, and clear communication while handling high-volume service requests and resolving complex customer issues.
Overview
2027
2027
years of professional experience
Work History
Customer Support Specialist/Emergency Roadside Dispatcher
city of Austin / ARR
Austin, Texas
2024 - Current
- Answered resident calls for Austin Resource Recovery service requests and account questions.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Resolved billing, cart, and container issues through careful follow-up.
- Updated customer records with service changes, addresses, and contact details.
- Explained ARR collection schedules, recycling rules, and solid waste policies.
- Logged complaints, missed pickups, and work orders in city tracking systems.
- Routed requests to field crews, supervisors, and other city departments.
- Documented case notes and service history for Austin Resource Recovery files.
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
- Participated in team meetings to discuss strategies for improving customer experience.
Customer Service Representative /Service Dispatcher
City of Austin / Austin Water
Austin, TX
2023 - 2024
- Answered Austin Water customer calls about billing, service, and account questions.
- Processed water bill payments and updated customer account records.
- Explained utility charges, fees, and payment options using clear language.
- Created service orders for turn-ons, turn-offs, and transfer requests.
- Resolved billing issues by reviewing account history and water usage details.
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Tracked service requests for timely assignments to field technicians.
Human Resources Advisor
State Of Texas - Health And Human Services Commission
Austin, Texas
2021 - 2023
- Advised senior management on best practices for managing a diverse workforce.
- Reviewed employee relations issues and recommended compliant resolution steps.
- Advised Health and Human Services staff on HR policies and procedures.
- Supported recruitment activities, including job postings, screening, and onboarding.
- Interpreted classification and compensation guidelines for position changes.
- Compiled reports related to human resources activities such as turnover rate and benefit utilization.
- Developed job descriptions for all positions within the company.
Customer Service Representative /911 Dispatcher
Texas Disposal systems
Austin, Texas
04.2020 - 04.2021
- Handled customer calls for waste collection, billing, and account questions
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Processed complaints and followed company policies for service resolution
- Resolved service requests using company dispatch and routing systems
- Coordinated with drivers, supervisors, and field teams on daily issues
- Scheduled pickups, adjustments, and special disposal services for clients
- Explained recycling, landfill, and disposal services to residential and commercial customers
- Updated customer records and account notes in service databases
Customer Support Specialist
TAC Acceptance Group
Austin, Texas
06.2018 - 03.2020
- Provided prompt responses to customer inquiries, ensuring high levels of satisfaction.
- Resolved customer complaints using calm communication and active listening.
- Assisted TAC Acceptance Group customers with account questions and payment concerns.
- Reviewed customer information to resolve billing and contract issues.
- Explained TAC Acceptance Group policies, procedures, and payment options clearly.
- Processed incoming calls for TAC Acceptance Group support and service requests.
- Coordinated with internal teams on account updates and follow-up actions.
- Documented call details in TAC Acceptance Group systems and case notes.
Customer Service Cashier
Paradies Lagardere
austin, TX
07.2017 - 06.2018
- Prioritized customer satisfaction in all interactions. • Provide memorable, highly personalized customer service through needs analyses and product recommendations. • Offer customers promotional products and services. • Resolved customer service issues promptly, ensuring customer satisfaction and escalating unresolved matters to management. • Cultivated positive working relationships with fellow associates to enhance teamwork and create a supportive work environment. • Maintain store appearance with respect to visual merchandising, housekeeping and maintenance standards. • Conducted customer transactions on our POS efficiently and accurately, contributing to a seamless checkout experience. • Efficiently and accurately conduct receiving, cycle counts, product returns and transfer transactions, etc. on our handheld. • Efficiently and accurately complete any required process controls (paperwork, etc.). • Follow company policies and procedures and maintain a safe working environment. • Understands and complies with Cash Handling and Loss Prevention Standard Operating Procedures.
Associate
HEB Grocery Store
Austin, TX
01.2015 - 06.2016
- Assisted customers with questions and provided directions to enhance shopping experience and product accessibility.
- Executed register transactions with precision and speed.
- Operated cash register and processed customer payments, ensuring accurate transactions through H-E-B point-of-sale system.
- Stocked H-E-B aisles with merchandise and rotated products to maintain freshness and product availability.
Education
High School Diploma -
Del Valle High School
Del Valle, TX02-2017
Skills
- Dispatch coordination
- Service order processing
- Customer account management
- Billing inquiry resolution
- Case management
- Case documentation
- Customer call handling
- Database management
- Service policy knowledge
- Scheduling coordination
- Time management
- Task prioritization and prioritization
- Multitasking
- Critical thinking
- Problem-solving
- Adaptability and flexibility
- Customer service excellence
- Communication skills
- Active listening
- Customer service excellence
- Multitasking
Timeline
Customer Service Representative /911 Dispatcher
Texas Disposal systems
04.2020 - 04.2021
Customer Support Specialist
TAC Acceptance Group
06.2018 - 03.2020
Customer Service Cashier
Paradies Lagardere
07.2017 - 06.2018
Associate
HEB Grocery Store
01.2015 - 06.2016
Customer Support Specialist/Emergency Roadside Dispatcher
city of Austin / ARR
2024 - Current
Customer Service Representative /Service Dispatcher
City of Austin / Austin Water
2023 - 2024
Human Resources Advisor
State Of Texas - Health And Human Services Commission
2021 - 2023
High School Diploma -
Del Valle High School