Serapio (Alex) Rodriguez
San Antonio,TX
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Credit Card Specialist
JPMorgan Chase
12.2022 - Current
- Reduced fraudulent transactions by implementing advanced monitoring systems and timely alerts to customers.
- Implemented effective risk management strategies that minimized losses due to chargebacks, fraud, or delinquency while preserving customer goodwill.
- Maximized revenues by identifying opportunities for up-selling and cross-selling additional financial products to existing clients.
- Built strong relationships with customers to increase retention and loyalty.
- Assisted clients in understanding their credit card benefits, resulting in increased usage of available perks.
- Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
- Researched and resolved customer complaints and disputes related to credit card accounts.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Assisted card member in explaining bills, taking payments, also helping with self service options.
- Assisted card members resetting passwords and navigating online.
Lead Technician
Assurant, Inc.
10.2021 - 12.2022
- Supervise technicians as well as diagnose and repair cell phones
- Handle escalations
- Create work schedule for technicians
- Review and approve time cards
- Order and manage inventory.
- Implemented, configured, and optimized safety standards.
- Managed team performance by training, mentoring, disciplining, and motivating employees.
- Supervised end-user support efforts, designing policies to establish consistent service guidelines and reliable ticket resolution.
Lead Technician Consultant
SPRINT/ ASURION
11.2009 - 09.2021
- Diagnose, repair and order phones if needed
- Receive inventory and ship out damaged phones and accessories
- Pitch and sell MY HOME
- Handle customer service situations
- Lead my team by assisting them in reaching and exceeding ICP goals
- Help teach back office procedures and coach them when they fall behind
- Build rapport not only with customers but with Sprint management
- Keep up team's morale.
Customer Service Technician (CST2)
VERIZON
03.2006 - 10.2009
- Handled customer service situations, (e.g
- Phone billing, troubleshooting, programming, software upgrades as well as selling accessories for phones, while offering data options and fru'd out phones according to warranty procedures), Also assisted new hires in following company guidelines and daily work routines and procedures, (e.g
- Follow up calls, answer phones, and maintaining replacement phones as well as phones on display floor.)
Customer Service Representative
CAREMARK
09.2004 - 02.2006
- Take incoming calls from participants, Dr's and Dr's offices and refilled RX orders
- Checked claim status, payment status, and order status
- Also educated participants on specific prescription plans.
Customer Service Claims Specialist
HUMANA HEALTHCARE INSURANCE
10.2000 - 10.2001
- Answered incoming calls from members and providers
- Checked claim status, changed pcp's, reprocessed and paid claims
- Educated members and providers of policy procedures and guidelines
- Performed customer service duties.
Assistant Manager
J & J THE KING OF BEEPERS
02.1998 - 09.2000
- Sold phones and pagers, handled customer service situations, post pager payments, take inventory, cold call customers and companies for future sales, post weekly money reports, and warrant out faulty pagers and phones
- Supervisor over employees.
Customer Care Consultant
AT&T WIRELESS SERVICES
10.1995 - 01.1998
- Handled customer service situations, (e.g
- Phone activations, programming as well as selling phones, billing, and warranty work and upgrades), greeted customers and directed them to proper areas for services, and answered phones.
Paraprofessional Substitute Teacher
NORTHSIDE INDEPENDENT SCHOOL DISTRICT
09.1994 - 05.1995
- Acted as substitute teacher for grades K-12, also filled in for teachers of Spec
- Ed
- Classes conducted lessons, tutoring, etc.
Delivery Technician
SIGNATURE HOME HEALTH CARE
08.1991 - 02.1994
- Responsible for the delivery of IV's, medical supplies, DME's to patients' homes and hospitals
- Scheduled deliveries, ordered supplies, gave personal instruction to patients and family members regarding use of equipment and provided regular phone calls to follow up on the patients' welfare.
Education
Some College (No Degree) -
Mt San Antonio College
Walnut, CAJOURNALISM -
San Antonio College
01.1991
John Jay H.S.
01.1989
Skills
- Apple certified
- Technical Support
- Troubleshooting
- Lean Six Sigma
- Credit Adjustments
- Rewards program management
- Client relationship building
- Credit limit adjustments
- Dispute resolution
- Payment processing
- Problem-solving abilities
- Sales expertise
- Collections support
- Account management
- Card activation
- Customer service
Certification
- Driver's License
- WISE certified
Timeline
Credit Card Specialist
JPMorgan Chase
12.2022 - Current
Lead Technician
Assurant, Inc.
10.2021 - 12.2022
Lead Technician Consultant
SPRINT/ ASURION
11.2009 - 09.2021
Customer Service Technician (CST2)
VERIZON
03.2006 - 10.2009
Customer Service Representative
CAREMARK
09.2004 - 02.2006
Customer Service Claims Specialist
HUMANA HEALTHCARE INSURANCE
10.2000 - 10.2001
Assistant Manager
J & J THE KING OF BEEPERS
02.1998 - 09.2000
Customer Care Consultant
AT&T WIRELESS SERVICES
10.1995 - 01.1998
Paraprofessional Substitute Teacher
NORTHSIDE INDEPENDENT SCHOOL DISTRICT
09.1994 - 05.1995
Delivery Technician
SIGNATURE HOME HEALTH CARE
08.1991 - 02.1994
Some College (No Degree) -
Mt San Antonio College
JOURNALISM -
San Antonio College
John Jay H.S.
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