Susan Rodriguez
Lancaster,TX
Summary
Proven leader with a track record of enhancing customer satisfaction and streamlining operations at Boyd Marble & Tile. Skilled in Business Administration and Customer Relationship Management, adept at resolving conflicts and improving team performance. Achieved optimal financial performance through effective budget control and strategic planning, ensuring high-quality service delivery.
Overview
19
19
years of professional experience
Work History
Manager
Harold & Squeakys
07.2010 - 06.2024
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
Customer Representative
Asurion
02.2005 - 07.2010
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
- Implemented feedback from regular evaluations to improve personal performance and contribute positively to the team''s collective growth.
- Embraced spotlight on customer service by creating courteous, friendly atmosphere for guests.
- Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.
Reservation Agent
Hilton
01.2005 - 07.2010
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
Education
No Degree - Medical Billing, Medical Coding
AAPC
TX11.2024
No Degree - Dispatch And Brokerage
Boss Trucking Company
TX12.2023
Bachelors - Criminal Investigations
University of Phoenix
Tempe, AZ02.2011
Skills
Team Leadership
Time Management
Verbal and written communication
Complex Problem-Solving
Strategic Planning
Customer Relationship Management (CRM)
Schedule Preparation
Business Administration
Budget Control
Business Planning
Customer Service
Timeline
Manager
Harold & Squeakys
07.2010 - 06.2024
Customer Representative
Asurion
02.2005 - 07.2010
Reservation Agent
Hilton
01.2005 - 07.2010
No Degree - Medical Billing, Medical Coding
AAPC
No Degree - Dispatch And Brokerage
Boss Trucking Company
Bachelors - Criminal Investigations
University of Phoenix
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