Thamia Rodriguez
North Chesterfield,VA
Summary
Client service representative with over 8 years of experience enhancing customer satisfaction and service quality through data-driven insights and collaborative team management. Proven track record in organization and efficiency utilizing Tableau and optimizing team performance. Strong skills in analytical thinking, problem-solving, and compliance, with a focus on enhancing operational efficiency and customer satisfaction.
Overview
8
8
years of professional experience
Work History
Client Service Representative II
Bank Of America
Richmond, VA
05.2021 - Current
- Resolve customer issues, ensuring satisfaction and compliance knowledge.
- Handle credit card payments, supporting international clients in a timely manner, accurate account handling of products, services and risk management.
- Streamlined call handling processes, achieving issue resolution and improving customer satisfaction significantly.
- Fostered a collaborative environment by actively listening to customer concerns, and building long-term relationships.
- Resolved complex customer issues, leading to noticeable improvements in satisfaction scores and compliance adherence.
Client Service Representative Coach II
Bank of America
Richmond, VA
09.2024 - 01.2025
- Engaged a team of customer service representatives, improving customer satisfaction through targeted performance metrics and coaching.
- Resolved ACH issues and escalations, which contributed to increased customer satisfaction and loyalty.
- Utilized Tableau for data-driven insights, optimizing team performance.
- Facilitated cross-departmental communication using bank software to ensure timely resolution of customer inquiries.
- Applied Microsoft Office Suite to streamline reporting and presentations, in accordance to overall team data and business acumen.
Customer Service Specialist
Wells Fargo
Henrico, VA
04.2020 - 05.2021
- Responded to customer service inquiries, providing assistance with various banking needs for customer success financially through product and service offerings.
- Adhering to strict procedures and compliance guidelines when handling customer inquiries and transactions.
- Excellent understand of the company's products and services.
- Analyzed data and support strategic business decisions, with an ability to adapt to change in a fast paced environment.
- Resolved complex service requests, processing applications, and other administrative tasks as needed.
Call Center Specialist/Mentor
Teleperformance USA
Henrico, VA
09.2018 - 04.2020
- Analyzed data for accuracy, which improved decision-making processes.
- Guided team in career development, enhancing skills and achieving measurable growth.
- Evaluated performance, provided coaching, and implemented improvements for effective results leading to team success.
- Supported company goals through communication and compliance adherence.
Data Entry Analyst
Wyndham Vacation Resorts
Myrtle Beach, SC
05.2017 - 09.2018
- Performed data entry tasks while analyzing and identifying trends to enhance strategic decision-making.
- Analyzed data for accuracy, improving decision-making processes and storing data for analytical statistics.
- Supported business objectives by providing insights derived from data trends to support business goals.
Education
Associate's Degree - Psychology
Saint Leo University
05.2019
Skills
- Verbal Communication
- Written Communication
- Customer Relationship Management
- Administrative
- Organizational
- Interpersonal
- Complaint Resolution
- Project Management
- Data Analysis
- Time Management
- Problem Solving
- Compliance
- Team Management
- Customer Advocacy
- Risk Management
- Analytical Thinking
- Microsoft Office
- Tableau
- Excel
- PowerPoint
- Training Development
- Process Improvement
- Customer Engagement
- Digital Banking
- Customer Service
- Leadership Skills
- Active Listening
- Adaptability
- Conflict Resolution
Accomplishments
I have been promoted and pushed into a leadership role in my current position and previous ones and am honored to have achieved this goal.
Timeline
Client Service Representative Coach II
Bank of America
09.2024 - 01.2025
Client Service Representative II
Bank Of America
05.2021 - Current
Customer Service Specialist
Wells Fargo
04.2020 - 05.2021
Call Center Specialist/Mentor
Teleperformance USA
09.2018 - 04.2020
Data Entry Analyst
Wyndham Vacation Resorts
05.2017 - 09.2018
Associate's Degree - Psychology
Saint Leo University