Rodolfo Garza
El Paso,USA
Summary
Personable and dedicated Customer Service Representative with extensive experience in call center industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
PLAYER EXPERIENCE AGENT
Penn Entertainment
12.2023 - 10.2024
- Company Overview: ESPN BET - Remote
- Assisted customers via chat, email, and outbound calls.
- Performed duties while operating 5 systems at once.
- Volunteered to learn other facets of the company such as retail and potential new client cold calls.
- Used proven techniques to de-escalate upset customers during interactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Uphold quality control policies and procedures to increase customer satisfaction.
- ESPN BET - Remote
Billing Lead
Charter Solutions
El Paso, USA
05.2022 - 12.2023
- Company Overview: Spectrum - El Paso, TX
- Ensure agents receive prompt assistance with questions, policies, procedures, order entries, and escalations.
- Provide support to supervisors by coaching and developing agents, hosting CSG refreshers, and covering team meetings.
- Consulted with customers to resolve service and billing issues.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Developed new methods to simplify the transition from development to production while participating in 4 nesting classes.
- Experienced the day-to-day activities and coaching methods of supervisors through shadowing.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Spectrum - El Paso, TX
Chat Repair CSR
Charter Solutions
El Paso, USA
12.2021 - 05.2022
- Company Overview: Spectrum - El Paso, TX
- Upon demonstrating excellent customer service skills, I was promoted to Billing Lead within four months.
- Resolved incoming chat inquiries, providing frontline support to customers experiencing outages, verifying equipment, self-installing equipment, and scheduling technicians for further assistance.
- Uphold quality control policies and procedures to increase customer satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Updated customer data in CSG and agent OS systems, adding detailed notes.
- Spectrum - El Paso, TX
Solar Panel Consultant
Meraki Solutions Solar
El Paso, USA
04.2020 - 10.2020
- Company Overview: El Paso, TX
- Talked with customers about benefits of solar power in comparison with traditional power services.
- Employed consumer-focused sales practices centered on helping families save money.
- Conducted solar consultations with new prospects, sold solar energy programs and processed, enrolled and serviced new customers through finished product.
- Maintained schedules of appointments with prospective and established customers.
- Inspected customers' homes and businesses to develop detailed solar installation quotes.
- Prepared proposals, negotiated terms and closed product and service sales.
- Conducted follow-up calls with warm leads to cement connections and pursue conversions.
- El Paso, TX
Medical Courier
Sun City Express
El Paso, USA
12.2018 - 04.2019
- Company Overview: El Paso, TX
- Obtained official signatures and required payments for different types of deliveries.
- Coordinated parcel delivery using strong time management skills.
- Picked up medical specimens from local care providers for delivery to laboratory.
- Collected and distributed records between personnel and outside stakeholders.
- Communicated customer complaints, requests and feedback to company management.
- Complied with local safety and traffic laws when traveling on vehicle.
- Documented pickups and deliveries and submitted reports after shift.
- El Paso, TX
OJT Manager
Alorica Inc
El Paso, USA
08.2015 - 12.2018
- Company Overview: El Paso, TX
- Managed nesting classes of 60-80 agents each month.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Minimized staff turnover through appropriate selection, orientation and training.
- Supervised five coaching staff members to ensure that the nesting classes ran efficiently and competitively with other sites across the nation.
- Responsible for maintaining coaches' schedules and correcting timing errors.
- In charge of conducting interviews with prospective employees for Alorica.
- Monitored staff performance and addressed issues.
- El Paso, TX
Customer Service Representative
Dial America
El Paso, USA
09.2013 - 08.2015
- Company Overview: El Paso, TX
- Assisted customers with insurance claims, policies, and concerns.
- Answered inbound calls, chats and emails to facilitate customer service as a licensed insured agent.
- Consulted with customers to resolve service and billing issues.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Uphold quality control policies and procedures to increase customer satisfaction.
- El Paso, TX
Education
High School Diploma -
Montwood High School
El Paso, TX06.2010
Some College - Business Communications
El Paso Community College
El Paso, TXSkills
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Customer Service
- Customer Account Management
- Courteous with Strong Service Mindset
- High-Energy Attitude
- Proficiency in various software and programs
Awards
- Lead of the Month, Spectrum, 10/01/22
- Lead of the Month, Spectrum, 11/01/22
- Lead of the Month, Spectrum, 12/01/22
- Discretionary Award, Spectrum, 12/01/22
Languages
- English
- Spanish
Timeline
PLAYER EXPERIENCE AGENT
Penn Entertainment
12.2023 - 10.2024
Billing Lead
Charter Solutions
05.2022 - 12.2023
Chat Repair CSR
Charter Solutions
12.2021 - 05.2022
Solar Panel Consultant
Meraki Solutions Solar
04.2020 - 10.2020
Medical Courier
Sun City Express
12.2018 - 04.2019
OJT Manager
Alorica Inc
08.2015 - 12.2018
Customer Service Representative
Dial America
09.2013 - 08.2015
High School Diploma -
Montwood High School
Some College - Business Communications
El Paso Community College
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