RICARDO RODRIGUEZ
Houston,TX
Summary
Looking for a new challenge in my career. I feel very confident in my ability to successfully effectuate the Customer Relations Agent based on my knowledge, and skills.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Bilingual SR Quality Assurance Coach
Sedgwick
Memphis, TN
09.2024 - 01.2026
- Ensure compliance with client standards and drive continuous improvement in service quality.
- Monitor and evaluate interactions by listening to recorded calls and reviewing communications to assess agent performance.
- Provide feedback and coaching to agents to enhance their performance.
- Analyze performance data to identify trends and opportunities for improvement in service delivery.
- Conduct calibration sessions to ensure scoring consistency across teams.
- Collaborated with management to design new training programs that fulfilled organizational objectives and enhanced employee retention.
- Collaborate with cross-functional teams to meet deadlines and improve processes.
Bilingual SR Service Center Specialist
Sedgwick
Memphis, TN
11.2021 - 09.2024
- Contribute to the overall success of Client Specific Training.
- Created educational material, conducted training sessions, identified skill gaps, and ensured agents stayed motivated.
- Evaluate the performance of agents using tools available and provide coaching as appropriate.
- Supports and communicates business goals, quality standards, processes, and policies.
- Developed and implemented a new quality assurance framework, reducing employee churn by 35%.
- Provides accurate and timely reports daily to management.
- Handle escalations, and provide answers, and guidance to agents.
- Role plays with agents to ensure knowledge and build abilities to ensure a one-call resolution.
- Work closely with agents to solve customer problems.
- Monitor team attendance, agent issues, and management reports.
Bilingual SR Service Center Representative
Sedgwick
Memphis, TN
04.2017 - 11.2021
- Address caller inquiries/complaints efficiently and professionally.
- Review and research claims by navigating multiple computer systems and platforms and accurately capturing the data/information necessary to provide one-call resolution. Systems include Juris, TAMS, Claim Capture, Smart.ly, ADALink, SIR, and ViaOne.
- Update claim information based on research and communication from clients or providers.
- Exceed the performance goals established for the position in the areas of efficiency, accuracy, quality, member satisfaction, and attendance.
- Act as the main client liaison, responsible for assisting with questions and issues related to claim servicing and processes.
- Other related duties assigned as needed.
- Build trust by understanding the unique needs of each caller.
- Effectively and consistently utilize training materials.
- Successfully trained and mentored new hires to fulfill various roles.
- Assess additional needs based on training progress and collaborate with management to meet all requirements.
- Exceptional ability to inspire and motivate others to pursue accomplishments.
- Ability to develop action plans to move those with substandard performance to the desired level of performance.
Service Center Representative
Sedgwick
Memphis, TN
05.2012 - 04.2017
- Acts as primary liaison with callers; follows client specifications in assisting with questions and solving problems related to the claims application and servicing processes.
- Educates and informs the customer via multiple communication channels about documentation required to process a claim, required time frames, payment information, and claim status.
- Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner.
- Enters verbal and written application information that meets internal and external customer requirements accurately into the claims management system.
- Assign new claims to the appropriate claim handler.
- Directs customer calls to the appropriate contact at multiple locations or escalates to Service Center Specialist/management as needed.
Bilingual Client Service Specialist
OptionsXpress by Charles Schwab
El Paso, TX
03.2008 - 05.2012
- Assisted in preparation of reports to clients regarding their investment needs and provided them with the highest quality of service.
- Responsible for interpreting and applying rules, regulations, procedures, and policies.
- Built and maintained client base, keep client plans up-to-date and acquire new clients on an ongoing basis.
- Securing all the clients personal and business assets to the fullest.
- Executed trades for all investment products.
- Team player with the ability to work well in group and independently and communicate effectively and efficiently.
- Analyzed financial information obtained from clients to determine strategies, products, and services to help clients meet their financial objectives.
Supervisor
E&I Painting
El Paso, TX
07.2007 - 03.2008
- Handled all residential and commercial jobs.
- Performed internal audits and quality control.
- Transporting merchandise to job sites and keeping inventory from the store.
- Planning and implementing salesand promotions.
- Increased productivity and oversighted the employee’s quality performance that was appointed under me in a daily basis.
- Prepared quarterly reports.
Retention Support Specialist III
Sprint
Oklahoma City, OK
10.2001 - 07.2007
- Negotiate contract terms, upgrade plans, or offer personalized solutions (discounts, new devices) to prevent cancellations.
- Worked with external and internal customers who call our support center, submit a written request, or make an internet-based inquiry.
- Collaborate with sales, technical support, and management to create a seamless customer journey.
- Critical thinking and analysis of complex technical issues, ranging from probing questions to troubleshooting issues.
- Handle escalations, de-escalate tense situations, and turn negative experiences into positive ones.
- Provided quality service by comprehending procedures and continued product knowledge in pursuit of resolving customer issues.
- Proactively call/contact customers at risk of leaving to understand issues and build rapport.
Skills
- Training program development
- Coaching and mentorship
- Performance evaluation
- Continuous improvement
- Data analysis
- Client relationship management
- Escalation handling
- Claims processing systems
Bilingual: English-Spanish
- Negotiation skills
- Problem resolution strategies
- Employee motivation techniques
- Call center operations
- Reporting and documentation
- Technical troubleshooting
- Retention strategies
- Multitasking Abilities
Certification
- Lead program
- Diversity in the workplace
- Dealing with unhappy customers
- Technical support and retention certification
Timeline
Bilingual SR Quality Assurance Coach
Sedgwick
09.2024 - 01.2026
Bilingual SR Service Center Specialist
Sedgwick
11.2021 - 09.2024
Bilingual SR Service Center Representative
Sedgwick
04.2017 - 11.2021
Service Center Representative
Sedgwick
05.2012 - 04.2017
Bilingual Client Service Specialist
OptionsXpress by Charles Schwab
03.2008 - 05.2012
Supervisor
E&I Painting
07.2007 - 03.2008
Retention Support Specialist III
Sprint
10.2001 - 07.2007