Michael Rodriguez
Phoenix,AZ
Summary
Dynamic customer service professional with a proven track record at USAA, enhancing customer satisfaction through expert complaint resolution and workload management. Excelled in high-stress situations, achieving a significant increase in first call resolution rates. Skilled in data entry (80 WPM) and building rapport, I bring a blend of hard and soft skills to elevate team performance and customer experience.
Overview
4
4
years of professional experience
Work History
Property and Casualty Contact Center Representativ
USAA
06.2024 - Current
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
Lead Shift Manager
Pilot Flying J Travel Center
04.2022 - 05.2024
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Kept employees operating productively and working on task to meet business and customer needs.
- Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
Customer Service Representative
Agero
01.2022 - 03.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
Crew Member
Nrich Urban Market
08.2020 - 05.2021
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
Education
Bachelor of Arts - Music Performance: Composition Emphasis
University of Arizona
Tucson, AZBachelor of Science - General Finance
Purdue Global
610 Purdue Mall, West Lafayette, IN 4790712-2028
High School Diploma -
Arizona Connections Academy
335 E Germann Rd # 140, Gilbert, AZ 8529705-2020
Skills
- Complaint resolution
- Workload management
- Script adherence
- Building rapport
- Customer service optimization
- Brand representation
- Takes and uses feedback for improvement
- Data entry and general computer usage (typing speed of 80 words per minute)
Timeline
Property and Casualty Contact Center Representativ
USAA
06.2024 - Current
Lead Shift Manager
Pilot Flying J Travel Center
04.2022 - 05.2024
Customer Service Representative
Agero
01.2022 - 03.2022
Crew Member
Nrich Urban Market
08.2020 - 05.2021
Bachelor of Arts - Music Performance: Composition Emphasis
University of Arizona
Bachelor of Science - General Finance
Purdue Global
High School Diploma -
Arizona Connections Academy
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