Minerva Rodriguez

Work History

Bank of The West

Tempe, AZ

03.2019 - Current

Developed procedures to ensure timely collection of payments from customers.
Analyzed customer payment trends and developed strategies to reduce overdue accounts.
Negotiated payment plans with customers in arrears or at risk of defaulting on payments.
Responded to customer inquiries about billing issues, account status, and payment options.
Resolved escalated disputes between customers and the company concerning collections matters.
Identified potential areas of improvement in collections process and implemented changes accordingly.
Provided guidance to junior staff members on how to handle difficult customer situations.
Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.

Computershare

Tempe, AZ

03.2018 - 03.2019

Provided exceptional customer service to ensure customer satisfaction.
Developed and implemented strategies for providing excellent customer service experience.
Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
Monitored staff performance to ensure adherence to customer service standards.
Conducted regular training sessions for staff on new products, services, and customer service techniques.
Developed policies and procedures related to customer service operations.
Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Led team engagement to assist cross-functional departments and achieve goals.

Computershare

Tempe, AZ

12.2013 - 03.2018

Provided exceptional customer service to ensure customer satisfaction.
Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Organized team activities to build camaraderie and foster pleasant workplace culture.
Evaluated individual and team business performance and identified opportunities for improvement.
Interviewed prospective employees and provided input to HR on hiring decisions.
Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.

Computershare

Highlands Ranch, CO

03.2012 - 12.2013

Supervised and trained customer service staff to ensure excellent customer service delivery.
Provided guidance and support to junior customer service representatives, including coaching and mentoring.
Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
Assisted customers with product inquiries and resolving complaints promptly and professionally.
Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.