Rocio Franz
Eagle Mountain,USA
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
2
2
Languages
28
28
years of professional experience
Work History
Technical Support Representative
Tesla
11.2025 - 08.2026
- Delivered technical support to customers through phone, email, and chat channels.
- Troubleshot and resolved hardware and software challenges for Tesla products efficiently.
- Educated new staff on troubleshooting techniques and customer service protocols.
Payment Specialist Sr
Progressive Leasing
02.2019 - 12.2024
- Executed administrative tasks for payments, generating reports, updating records, and maintaining documentation to ensure accuracy and compliance.
- Developed strong relationships with banks, credit card processors, and other external partners for seamless collaboration in handling payments.
- Identified and resolved billing issues efficiently and accurately.
- Identified and resolved billing issues to enhance accuracy and improve resolution time.
- Resolved payment discrepancies through detailed investigation and communication with clients.
Internal Support Specialist
General Dynamics
09.2014 - 12.2018
- Documented support interactions to preserve insights for future reference and analysis.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Tracked customer requests and prioritized urgent needs using ticketing system to streamline response efforts.
- Developed customer feedback system to gain deeper understanding of user needs and expectations.
- Collaborated with cross-functional teams to identify and resolve recurring issues, driving continuous improvement initiatives.
- Resolved customer inquiries through effective problem-solving, ensuring timely and accurate responses.
Occupational Therapist
National Institute Of Rehabilitation-Peru
01.1999 - 04.2001
- Documented patient progress to ensure compliance with regulatory requirements and enhance care quality.
- Provided targeted interventions and treatments to enhance patient abilities in daily activities, symptom management, and injury prevention.
- Performed assessments during treatment to determine progress according to goals.
- Documented patient progress accurately and efficiently, ensuring compliance with regulatory requirements.
- Conducted assessments throughout treatment to evaluate progress towards established goals.
Education
Master of Science - Human Resources Management
Keller Graduate School of Management
Sandy, UT04-2014
Bachelor of Science - Occupational Therapy
National Institute Of Rehabilitation-Peru
Peru04-2001
Skills
- Payment processing
- Customer insights
- Dispute management
- Technical troubleshooting
- Technical troubleshooting
- Technical support
- Product troubleshooting
- Collections strategy
- Customer support
Accomplishments
Help client to do immigration application for residence, studen visa and citizenships.
Languages
English
Professional Working
Spanish
Native or Bilingual
Timeline
Technical Support Representative
Tesla
11.2025 - 08.2026
Payment Specialist Sr
Progressive Leasing
02.2019 - 12.2024
Internal Support Specialist
General Dynamics
09.2014 - 12.2018
Occupational Therapist
National Institute Of Rehabilitation-Peru
01.1999 - 04.2001
Master of Science - Human Resources Management
Keller Graduate School of Management
Bachelor of Science - Occupational Therapy
National Institute Of Rehabilitation-Peru