Summary
Overview
Work History
Education
Skills
Accomplishments
Skills
Timeline
Generic

Morgan Rodriguez

Summary

Dedicated to employee development and giving customers an experience they won't soon forget. Data-driven people leader with proven results. Technology partnered with a best in class team yields sustained success.

Overview

12
12
years of professional experience

Work History

Director of Operations

TaskEasy
Salt Lake City, UT
05.2022 - Current
  • Conduct weekly client meetings to assess account status and enhance relationship strength via performance.
  • Optimized efficiency and reduced hiring costs by 40% using SalesForce.
  • Boosted client retention with an all-encompassing onboarding strategy, achieving a 27% increase.
  • Leveraged data insights to boost key performance indicators by an impressive 7%.
  • Developed and led successful department-wide project teams that facilitated improved communication and quicker resolution of issues.
  • Effectively built and maintained strong relationships with key stakeholders to drive alignment and gain support.

Logistics Manager

Ryder Last Mile
New Albany, OH
10.2017 - 05.2022
  • Training program creation: training videos, quick reference guides, and knowledge checks.
  • Reduced non-productive call metrics resulting in cost savings for the call center.
  • Aided in achieving budgetary and targeted milestones for the organization.
  • Led and managed projects that support logistics efforts and plans to ensure client happiness.
  • Recruited and hired qualified candidates to fill open positions.
  • Cultivated cultural transformation, significantly enhancing client experience.
  • Oversaw survey benchmarks to maintain operational excellence.
  • Collaborated with staff to maximize customer satisfaction, improve procedures, and bottom-line profitability.

Supervisor

American Express
Salt Lake City, UT
10.2012 - 10.2017
  • Top 5% Team in first call resolution: one-size-fits-one coaching plans that ensure first call resolution.
  • Top customer satisfaction survey team in the site, which was accomplished by daily coaching and side by sides with call care professionals; ensuring we delivered outstanding client experiences.
  • Weekly goal planning sessions with each call care professional focused on improved CSAT and sales metrics.
  • Created weekly trending reports for team and supervisors.
  • Led the opening and closing ceremonies for our Give2Gether campaign which led to record breaking charitable donations for non profit organizations.
  • Developed effective relationships with all call center departments through clear communication.
  • Trained call care professionals with skills needed to promote within the company.

Education

MBA - Business

Western Governors University
2019

Bachelor of Arts - Communication Studies

Sonoma State University
2009

Skills

Lead generation

Critical thinking

Result-oriented

SalesForce training

Client Relationships

Leadership

Employee development/innovation

Teambuilding

Project planning

Processes and procedures

Accomplishments

  • Instituted surveys into the Last Mile Delivery sites that improved results for customers by 19%
  • Created critical KPIs and reporting related to on-time delivery, client issues, and safety statistics.
  • Developed and implemented key policies and procedures geared towards streamlined workflow efficiencies and predictability.
  • Instituted effective metrics that significantly impacted efficiency, quality, and output for our clients
  • Produced dashboards and reporting in SalesForce which improved case experience and FTE cost.

Skills

Word,Excel,Publisher,PowerPoint
Fluent in Spanish
Leadership

Careful and active listener

Strong public speaker

People Person

Timeline

Director of Operations

TaskEasy
05.2022 - Current

Logistics Manager

Ryder Last Mile
10.2017 - 05.2022

Supervisor

American Express
10.2012 - 10.2017

MBA - Business

Western Governors University

Bachelor of Arts - Communication Studies

Sonoma State University

Similar Profiles

CREATE PROFILE
Morgan Rodriguez