Orasio Rodriguez
Humanscale
Fresno,CA
20
years of professional experience
Experienced operations and customer service professional with 20 years at Humanscale, progressing through roles in Customer Care, Escalations, and Production Scheduling. Skilled in production planning, order management, inventory verification, cross-functional collaboration, and resolving complex customer issues. Recognized for strong communication, problem-solving, attention to detail, and the ability to prioritize competing demands in fast-paced environments.
Work History
Escalation Specialist / Customer Service Represent
2 Years 9 Months- Process order changes through HOST using escalation tickets and direct factory requests.
- Manage Freshdesk requests ranging from urgent customer escalations to inventory inquiries.
- Audit orders to identify and correct errors before shipment.
- Prioritize requests based on business impact and executive-level urgency.
- Communicate effectively with customers, leadership, and cross-functional teams to resolve issues quickly.
- Educate team members on proper processes while maintaining a professional and collaborative approach.
- Track trends involving backorders, missing order lines, and production delays, reporting findings to leadership.
- Utilize Infor One Stop+ to verify inventory and coordinate with scheduling teams.
- Delivered exceptional customer service through professional phone and written communication.
- Managed customer orders, inquiries, and issue resolution using order management systems.
- Escalated complex issues appropriately while maintaining a high level of customer satisfaction.
- Consistently met performance metrics for quality, productivity, attendance, and first-contact resolution.
- Worked independently while following company policies and procedures.
- Collaborated with internal departments to resolve customer concerns efficiently.
- Identified recurring issues and recommended process improvements.
- Assisted teammates with complex customer interactions and contributed to a positive team environment.
Sceduler
17 Years 2 Months- Coordinate production schedules by reviewing customer requirements, work orders, material availability, and workforce capacity.
- Establish production priorities to ensure on-time manufacturing and customer satisfaction.
- Analyze scheduling conflicts and collaborate with multiple departments to develop effective solutions.
- Monitor production workflow to maximize efficiency and minimize delays.
- Communicate scheduling updates and production status with internal stakeholders.
- Support continuous improvement initiatives through data analysis and process optimization.
Education
High School Diploma
Skills
Production Scheduling
Production Planning
Customer Service
Order Management
Escalation Management
Freshdesk
Oracle
Infor
Inventory Management
Production Coordination
Cross-Functional Collaboration
Process Improvement
Problem Solving
Time Management
Communication
Data Analysis
Microsoft Office Suite
Timeline
Escalation Specialist / Customer Service Represent
Humanscale
10.2023 - 07.2026Read More
Sceduler
Humanscale
07.2006 - 09.2023Read More
Fowler High School
High School Diploma
Read More