Rocio Rangel

Customer Service Representative:

• Met customer call guidelines by handling escalated calls efficiently and finding satisfactory resolutions for both the client and the company alike.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Program Administrator:

• Facilitated smooth communication between the program manager and the client by promoting uniform collaboration and information sharing.
• Assisted the Program Manager with coordinating two world-wide conventions for McDonald's Uniforms in Florida and Barcelona.
• Maintained primary relationship with clients on a weekly basis to assess account progress.
• Addressed and resolved order concerns by working with distribution center team members and directors.
• Administered cross-functional teams for successful project completion within deadlines and budgets.
• Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.

Program Manager

• Negotiated contracts with vendors, securing favorable terms that supported budgetary constraints.
• As a Program Administrator/Manager I helped secured a 3 year contract with ACV and 3 consecutive contract extensions with Nissan uniforms.
• Participated in wear trial events and attended seminars and global sessions to understand client feedback.
• Participated in vendor selection and management process for program initiatives.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Exceeded monthly sales quotas by effectively presenting insurance offerings to potential customers.
• Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
• Built strong relationships with clients through consistent communication and excellent customer service.
• Developed and maintained courteous and effective working relationships.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Strengthened communication skills through regular interactions with others.
• Analyzed claim patterns to recommend policy adjustments, reducing risk and preventing future losses.
• Improved client retention rates with exceptional service and timely follow-up on policy inquiries and adjustments.
• Collaborated with underwriters to negotiate terms that met clients' needs while maintaining company profitability.