Rosa Fernandez
Carteret,NJ
Summary
Customer Operations Analyst with a Bachelor of Business Administration and over 10 years of experience analyzing customer inquiries, escalations, and complaint trends to drive operational improvements. Proven ability to perform root-cause analysis, prepare performance reports, and partner with operations leadership to resolve complex and high-profile customer issues, including billing and service-related matters. Experienced in regulated, compliance-driven environments and skilled in using customer data to improve service delivery. Bilingual in English and Spanish.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sales Support Specialist
Porky Products
01.2023 - Current
- Analyze customer inquiries and complaints to identify recurring issues, trends, and operational gaps.
- Support resolution of escalated customer issues related to accounts, billing discrepancies, and service failures.
- Review reports and operational data to support decision-making and corrective action planning.
- Partner with sales, logistics, and operations teams to improve service delivery and reduce repeat inquiries.
- Contribute to performance tracking and customer satisfaction improvement initiatives.
- Managed approximately 40 incoming calls and emails per day from customers.'
- Supported successful trade show participation by coordinating logistics, preparing materials, and managing booth setup.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Selected correct products based on customer needs, product specifications and applicable regulations.
General Manager
Playa Bowls
07.2020 - 12.2022
- Analyzed customer complaints and service issues to determine root causes and implement corrective actions.
- Prepared operational and sales performance reports for leadership review.
- Ensured compliance with internal controls, regulatory standards, and inspection requirements.
- Served as escalation point for complex customer complaints requiring investigation and documentation.
- Oversaw payroll, inventory, cost controls, and account-related discrepancies.
- Developed training programs to enhance team performance and operational efficiency.
- Implemented inventory management systems to optimize stock levels and reduce waste.
- Led local community engagement initiatives to enhance brand visibility and customer loyalty.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
Store Manager
Jamba Juice
08.2015 - 07.2019
- Tracked and analyzed customer service issues in a high-volume environment to improve service quality.
- Investigated escalated complaints and partnered with leadership on resolution strategies.
- Maintained compliance with company policies, cash controls, and operational standards.
- Supported reporting related to sales performance and customer satisfaction metrics.
- Trained and mentored staff on operational procedures and customer service standards.
- Fostered a positive team environment through regular feedback and recognition initiatives.
- Managed inventory control, cash control, and store opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Approved regular payroll submissions for employees.
Education
Bachelor of Business Administration - Business Administration
University Ethnological of Santiago UTESA
Puerto Plata, Rep DOm09.2007
Skills
- Customer Operations Analysis
- Executive & BPU Escalated Inquiries
- Root Cause Analysis & Trend Identification
- Billing & Collections Issue Resolution
- Regulatory & Compliance Environments
- Performance Metrics & Reporting
- Cross-Functional Collaboration
- Corrective Action Recommendations
- Microsoft Excel & Office Suite
- CRM / ERP / Enterprise Systems
- Customer service
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
- ServSafe Food Safety Manager
- HACCP V2
- SQF Edition 9
- Food Protection Certificate NYC
Timeline
Sales Support Specialist
Porky Products
01.2023 - Current
General Manager
Playa Bowls
07.2020 - 12.2022
Store Manager
Jamba Juice
08.2015 - 07.2019
Bachelor of Business Administration - Business Administration
University Ethnological of Santiago UTESA