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
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.
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
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