Nicholas Rodriguez
Lehi,UT
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
apree health
Sandy, UT
11.2023 - Current
- Provided outstanding customer support through various communication channels, including phone, email, and chat, addressing inquiries, troubleshooting problems, and ensuring utmost customer satisfaction.
- Managed escalated customer complaints or complex issues by taking ownership, investigating root causes and coordinating with relevant departments for resolution.
- Assisted customers with product setup, installation, troubleshooting steps, and usage guidance through clear instructions over the phone or via written communication.
- Managed a high volume of incoming calls, emails, and chats while maintaining quality standards for response time and issue resolution.
Customer Service Manager
Alorica
Lehi, UT
05.2022 - 09.2023
- Managed a team of agents, handled pay, attendance, quality assurance calls, and coaching.
- Managed payroll, attendance tracking, quality assurance calls, and coaching for agents. Resolved pay issues and supported ticket submissions for agents to ensure accurate compensation. Verified adherence to attendance protocols and maintained accountability of all agents.
- Monitored calls and graded agents based on required standards for customer inquiries. Coached agents and provided feedback to enhance adherence to correct procedures.
Customer Support Specialist II
Alorica
Lehi, UT
11.2021 - 05.2022
- Handled escalated calls with customers, managed agents, and provided support.
- Handled incoming calls, effectively de-escalating situations and resolving diverse problems.
- Handled escalations, supported colleagues with inquiries, and resolved account issues such as closing accounts and removing restrictions.
Administrative Specialist
United States Marine Corps
Columbia, SC
08.2018 - 08.2021
- Performed administrative duties, handled pay entitlements, maintained files, and ensured correct reporting.
- Delivered customized pay entitlement calculations for every new employee joining the establishment, accounting for individual roles and grade levels.
- Ensured proper documentation by maintaining categorized files, arranged chronologically, showcasing accurate records for inspections. Diligence in administrative tasks is crucial in preventing financial misuse.
Administrative Specialist
United States Marine Corps
San Diego, CA
04.2016 - 08.2018
- Handled deployments and temporary duty assignments, managed entitlements, and ensured proper benefits for Marines.
- Secured proper entitlements for Marines on the Air Station who were getting deployed or had temporary orders elsewhere.
- Demonstrated exceptional competence in successfully executing all deployment entitlements for all types of deployments after thorough self-directed learning and preparation.
Education
High School Degree -
High Von Steuben
06.2014
Skills
- Customer service excellence
- Salesforce
- Appointment Scheduling
- Complaint Handling
- Incoming Call Management
- Online Chat Support
- Documentation Development
- Problem-Solving
- Goal Setting
- Active Listening
- Professionalism
- Multitasking
- Attention to Detail
- Problem-solving aptitude
- Filing
- Military Experience
- Communication skills
- Leadership
- Management
- Quality assurance
- Technical Support
- Results-oriented
- Well rounded in my current role with T1, APC, and Floor Support
- Experienced with Slack
- Efficient Time Management
Accomplishments
- The Navy and Marine Corps Medal which is the highest non-combat decoration awarded for heroism by the United States Department of the Navy to members of the United States Navy and United States Marine Corps.
Timeline
Customer Support Specialist
apree health
11.2023 - Current
Customer Service Manager
Alorica
05.2022 - 09.2023
Customer Support Specialist II
Alorica
11.2021 - 05.2022
Administrative Specialist
United States Marine Corps
08.2018 - 08.2021
Administrative Specialist
United States Marine Corps
04.2016 - 08.2018
High School Degree -
High Von Steuben
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