Rodolfo Cardenas Jr
Brownsville,TX
Summary
Customer service professional seeking a management role. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer abilities. Results-oriented Customer Service Professional who excels at uncovering customer needs, finding solutions and handling objections. Top performer with a consistent track record of meeting and exceeding goals. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Attentive Customer Service Representative with 15 years achieving customer service satisfaction and customer retention goals. Independent and quick thinking team player seeking a role offering increased responsibility. Thorough Customer Retention Specialist with 15 years of experience working in the telecommunications industry. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers.
Overview
15
15
years of professional experience
Work History
Residential Retention Representative
04.2023 - Current
- Maximize opportunities to retain existing customers from disconnecting while retaining and upselling core products (i.e., video, data and phone.)
- Execute retention strategy that strikes balance between saving customers and retaining revenue
- Actively and consistently support all efforts to simplify and enhance the customer experience
- Establish and maintain a high level of customer satisfaction, professionalism, and courtesy in all retention transactions
- Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone-based customer save techniques
- Respond to inbound retention calls promptly and efficiently as outlined by the required call handling metrics to include productive time, schedule adherence, handle time, after call work, etc
- Answer questions pertaining to billing inquiries, pricing and packaging of products and service, and service complaints
- Ability to learn and master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function
- Have a full understanding of and consistently demonstrate proficiency at explaining all products and services to existing customers in an effort to re-sell and retain
- Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging, and products to discuss side-by-side comparisons of Charter’s and competitors’ products and services
- Perform other duties as requested by supervisor
- Accolades –
- Top representative in Practical Training
- Ending top 10 first month in production
- Top 5 this month in production
- Assist performance outliers on the team by live listening and coaching real time to improve overall metrics.
Trainer/Supervisor
Advance Call Center Technologies
08.2022 - 04.2023
- Prepare trainees to succeed in their jobs, while monitoring progressive performance through-out
- Self Driven, motivating and accountable to client metrics
- Other duties may be assigned
- Responsible for classroom set-up and maintenance of manuals and classroom
- Trainers have to change plans at a moment’s notice and still excel at assignments while keeping a “will-do” attitude
- They should showcase this attitude so well, that others want to emulate it and strive to achieve the same flexibility
- Trainers should deliver material/information to trainees; teach all aspects of programs according to the client guidelines; Develop job aids and interact with clients and production
- Training is more than just knowledge transfer; it’s about equipping trainees to be self-sufficient agents who will guide customers to solutions
- Leading a successful training group is about inspiring/engaging trainees using multiple learning tools that will motivate them and allows learning to flourish in your training environment
- Produce quality agents, who know and understand the campaign’s products, policies and procedures so we can meet our contractual service obligations
- Maintains class roster and attrition reports and weekly productivity reports
- Completing certifications and owning the process required for same inclusive of the necessary reports needed by the Training Management Team
- Trainers are expected to work with and assist in creating a training team that helps each other by sharing best practices so the trainees and by extension the organization will thrive
- Trainers should help to foster an environment where all who come will want to stay
- Thus you should use your intuitive skillset from early on to be on the lookout for potential attrition reasons on in your classroom / on production your team and be able to come up with ways to combat/ assist with these issues
- Trainers should be proficient at compiling information from their trainees and summarizing it for other members/ management team within the organization who require same for reporting or planning purposes
- This is needed as well for identifying at risk trainees and should be practiced for each group of trainees received
- A Training Leader must be able to take charge and effectively pilot their class, but should be able to admit mistakes and work well with different people and personalities that they will encounter with each team of trainees they are training
- Developing your trainees should be a passion that is shown everyday through the use of the different Coaching / instructional Tactics and or strategies you employ to get the message across so they will be able to own the instructions given / information conveyed and be able to effectively use same on production
- Trainers ensure their class is grasping the material and close any knowledge gaps as discovered
- This is done through questioning techniques, hands-on activities, and classroom discussions
- This is necessary to ensure trainees leave training being competent and is able to quickly move from training to production
- Trainers should have the keen ability to see when there are gaps in training, write a curriculum to address; make recommendations to the training leadership team and implement ongoing training to help the agents
- Trainers should ensure based on their ongoing assessments and evaluations that their trainees is capable of being the experts and equips them to master their campaigns so the organization get a ROI from each group sent to production
- Trainers need to be able to identify potential issues early and implement creative measures to correct /defuse same
- Trainers should lead by example and be a role model for their trainees in how they conduct their classes and outside of same as a leader.
Technician
Vivint Smart Home
07.2020 - 08.2022
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Maintained quality assurance and customer satisfaction objectives.
- Inspected equipment to identify areas of wear or causes of malfunctions.
- Observed equipment operation to diagnose and troubleshoot reported issues.
- Applied critical thinking and research to address complex issues.
- Maintained compliance with regulatory standards and safety requirements.
- Organized work to meet demanding production goals.
- Tested components and systems to evaluate performance and identify concerns.
- Completed job reports and logs immediately following service calls.
- Addressed routine equipment maintenance according to established schedule.
- Mentored junior technicians in maintenance, repair and reporting duties.
Claims Adjuster
Industrial Painter, TMI Coatings
07.2019 - 07.2020
- Industrial Painters are responsible for maintaining technical equipment for the job and ensuring that they are in working order, possessing a wide array of painting tools including thin and thick brushes, airbrushes and rollers and removing previous paint surfaces using masking or a chemical rinse, among other duties
- Moreover, Industrial Painters will need to operate heavy machinery, requiring stamina and physical strength
- Industrial Painter Responsibilities:
- Painting buildings, houses or cars
- Cleaning surfaces prior to layering paint
- Maintaining technical equipment for the job and ensuring that they are in working order
- Possessing a wide array of painting tools, including thin and thick brushes, airbrushes and rollers
- Safely disposing of chemical waste
- Ensuring that high safety standards are met
- Utilizing different painting techniques based on the nature of the surface
- Utilizing special safety equipment such as painting goggles
- Using viscosity cups and thickness gauges to measure the amount of paint to be used and the texture of the paint
- Removing previous paint surfaces using masking or a chemical rinse
- Painting small items and doing touch-ups
- Ensuring proper ventilation after paint is applied
- Utilizing electroplating equipment to coat metal
- Polishing metallic surfaces
- Painting over woods and plastics
- Industrial Painter Requirements:
- High school diploma or GED
- Experience painting a variety of surface types
- Proficiency with technical machinery
- Physical strength to operate machinery
- Diligence and attention to detail
- Excellent dexterity and hand-eye coordination
- Good organizational skill
- Good verbal communication.
Trainer
Pronto Insurance
04.2018 - 06.2019
- Claims Adjusters are expected to examine damages to people and property, interview witnesses, policemen and subject experts and determine the monetary value owed to the claimant
- The best Claims Adjusters will have good investigative skills and will be capable of finding and collating various sources of information when compiling a claims report
- They are the first step in the claims process and submit detailed appraisals to a Claims Examiner who then reviews the Claim Adjuster's work
- Claims Adjuster Responsibilities:
- Investigate property damage or personal injury
- Gather information from sources, such as police reports
- Prepare reports for use by Claims Examiners
- Investigate questionable claims
- Consult with specialists such as lawyers, engineers, architects and physicians
- Compile reports of investigation findings
- Assist attorneys and other specialists when defending the company against contestation.
Trainer
MAXIMUS
04.2016 - 05.2018
- Facilitate, plan, and coordinate new hire/continuing education/return to work training to a variety of audiences (who have varying levels of experience, knowledge, roles in company, etc.) and ensure consistent and complete understanding of the program while adapting instruction of material to meet the diverse needs of the adult learner
- This includes but is not limited to coordinating logistics for instruction events, including scheduling classes, reserving classrooms, and preparing workstations
- Follow all company, program, and department (internal/external) standard operating procedures and deliver training materials/curriculum according to established company, project, program and department guidelines
- Research, answer, and escalate inquiries from contact center personnel to improve knowledge and understanding that aids job performance
- Facilitate focus groups, administer surveys, collect feedback, and assist in evaluating the effectiveness of all training programs/projects
- Maintain records of training activities, participant progress, and program effectiveness
- Ensure that all training documentation, records, reports, and data are completed accurately and on time
- Complete all continuing education training as soon as assigned, read/comply with all training updates, update training binder to include errata sheet updates, and escalate all system issues immediately as they are identified
- Attend all Train the Trainer sessions to ensure that training is delivered according to program standards and guidelines
- Activities may include but are not limited to: scheduling and securing training space; classroom step-up; securing training resources; training scheduling; determining resource readiness for course (including materials, training room, technology, and collection and entry of training data); providing production floor support; answering questions; taking consumer calls; conducting peer level observations; conducting training room audits; providing feedback on various topics; supporting new hire CSRs during nesting; administering exams/surveys/certifications; conducting performance management and root-cause/gap analysis; completing and submitting reports accurately/timely; completing all assigned training; studying performance trending; identifying performance gaps; providing training solutions/gap cause to Training Leadership team; and listening to consumer calls to identify trends and coach for improvement
- Participate in special projects and perform other duties as assigned.
Customer Care Professional
United Health Group
06.2014 - 03.2015
- Demonstrate outstanding service to identify the source of the issue and work to resolve customer service inquires and issues in a timely and professional manner, related to:
- Medical benefits, eligibility and claims
- Financial spending accounts
- Pharmacy benefits, eligibility and claims
- Correspondence requests
- Help guide and educate customers about the fundamentals and benefits of consumer-driven healthcare topics such as:
- Managing their health and well-being, selecting the best benefit plan options
- Maximizing the value of their health plan benefits
- Choosing a quality care provider
- Enrolling in specialized care programs
- Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connect with internal specialists for assistance when needed
- Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient
- Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
- Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
- Provide education and status on previously submitted pre-authorizations or pre-determination requests.
Sales Associate
T-Mobile Store
03.2013 - 04.2013
- Work as a team member performing cashier duties, product assistance and cleaning while providing excellent customer service
- Maintaining up-to-date knowledge of store promotions, store policies regarding, returns and exchanges
- Providing customers with knowledge of a new and upcoming store and rewards.
Customer Service Representative
T-Mobile – Call Center
06.2010 - 08.2011
- Answering an average of 40 calls per day and directing calls to the appropriate individuals and departments
- Promptly responded to general inquiries from members, via e-mail and phone
- Provided daily support as the company's only bilingual Spanish/English employee.
E-Mail Supervisor
American Customer Care
08.2008 - 05.2010
- Manage and Supervise a group of 8 agents working on e-mail responses to customers communicating via company website
- Daily reports due at the end of the day and weekly reports
- Auditing e-mail responses agents would make to customers
- Responsible for replying to irate customers and escalated cases
- Medical Terminology
- Knowledge and understanding of Health Insurance
- Trained for Appointing, Inbound, and Outbound Processes
- Knowledge of scheduling appointments guidelines with the Veterans Affairs program.
Education
Diagnostic - Sonography
The University of Texas At Brownsville And Texas Southmost College
Brownsville, TXNo Degree - Health Professions
Lopez High School
Brownsville, TX06.2007
Skills
- Computer Literacy
- Presentation Skills
- Microsoft Office
- Recruiting
- Employee Orientation
- Additional Information
- Skills
- Microsoft Office Word, Excel and PowerPoint
- Strong conflict resolution skills
- Medical terminology knowledge
- Local/state health laws knowledge
- People-oriented
- Motivated team player
- Positive and friendly
- Strong interpersonal skills
- Consistently meets sales goals
- Goal-oriented
- Types 45 WPM
- Active listening skills
- Credit card processing
- Team building expertise
- International sales support
- Quick learner
- Skilled problem solver
- Personable
- Computer literate
- Cash handling and management
- Natural leader
- Exceptional communication skills
- Credit card transactions
- Training development aptitude
- Multi-line phone talent
- Exceptional time management skills
- Strong client relations
- Customer-oriented
- MS Windows proficient
- Creative problem solver
- Employee relations
- Data Retention
- Policy Investigations
- Customer Service
Timeline
Residential Retention Representative
04.2023 - Current
Trainer/Supervisor
Advance Call Center Technologies
08.2022 - 04.2023
Technician
Vivint Smart Home
07.2020 - 08.2022
Claims Adjuster
Industrial Painter, TMI Coatings
07.2019 - 07.2020
Trainer
Pronto Insurance
04.2018 - 06.2019
Trainer
MAXIMUS
04.2016 - 05.2018
Customer Care Professional
United Health Group
06.2014 - 03.2015
Sales Associate
T-Mobile Store
03.2013 - 04.2013
Customer Service Representative
T-Mobile – Call Center
06.2010 - 08.2011
E-Mail Supervisor
American Customer Care
08.2008 - 05.2010
Diagnostic - Sonography
The University of Texas At Brownsville And Texas Southmost College
No Degree - Health Professions
Lopez High School