Rafael Rosario
LAND O LAKES,FL
Summary
Highly motivated Customer Service Professional with 32 years of customer service experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Overview
32
32
years of professional experience
Work History
Institutional Retail Service Manager
Fanatics
Tampa, FL
04.2017 - 08.2023
- Lead a team of retail service professionals in a call center order entry and support environment using applications such as FMS, B2B, Salesforce, Cisco Finesse, Zoom.
- Handled major accounts such as Fanatics MLB online, BSN, Dick's Sporting Goods.
- Was the direct Customer Service point of contact for Reps and all accounts out of Canada.
- Boosted customer satisfaction by implementing efficient service strategies and addressing customer concerns promptly.
- Educated staff on strategies for handling difficult customers and challenging situations.
Sr. Supervisor
VF Imagewear, Inc.
Tampa, FL
04.1996 - 04.2017
- Supervised a team of 10 in an order entry customer service call center environment.
- Assisted other departments with overflow of order entry and other tasks.
- Handled and managed the north eastern part of the U.S. and Canada Sales force and their accounts.
- Maintained and processed all orders for entry, Prioritized pulling, packing and shipping direct to customer.
- Assisted in recruiting qualified personnel for open positions.
- Resolved customer service issues quickly and effectively.
QC Inspector
Nutmeg Mills
Tampa, FL
09.1991 - 04.1996
- Set up and Inspected all screens to the production print floor
- Prioritized screens based on urgencies needed to meet the needs of the customer or event
- Inspected and tested products to ensure compliance with quality standards.
Education
Automotive Technology
Erwin Technical College
Tampa, FL06.1991
High School Diploma -
Chamberlain High School
Tampa, FL05.1989
Skills
- Bilingual (Spanish and English)
- Strong Written / Verbal communication
- Data Order Entry accuracy
- Customer Service Professional
- EDI, Excel, Word, Micro Strategy, FMS, DMS, B2B, Salesforce
- Customer Service Call Center (Zoom / Cisco Finesse)
- Multitasking capabilities
- Adaptability and flexibility
- Problem-solving abilities
- Reliable and Responsible
Timeline
Institutional Retail Service Manager
Fanatics
04.2017 - 08.2023
Sr. Supervisor
VF Imagewear, Inc.
04.1996 - 04.2017
QC Inspector
Nutmeg Mills
09.1991 - 04.1996
Automotive Technology
Erwin Technical College
High School Diploma -
Chamberlain High School