VINCENT RODRIGUEZ
Charlotte,NC
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
Covia Solutions
03.2023 - Current
- Created KPI's to improve service levels by 20%
- Managed customer service staff by communicating expectations and monitoring and analyzing results
- Coached and provided feedback to staff to improve performance and achieve company objectives
- Recruited and trained employees, fostering customer service mission and objectives
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Monitored daily operations of the customer service department including call volume metrics and quality assurance scores
- Created weekly schedules based on predicted staffing needs, budgets and employee requests
Customer Service Supervisor
Covia Solutions
03.2021 - 02.2023
- Resolved escalated customer issues with patience and understanding
- Trained customer service representatives on customer service standards, policies, and procedures
- Maintained up-to-date knowledge of changes in products or services offered by the company
- Trained new customer service staff on company policies, procedures, and software systems
- Prepared and presented monthly customer service performance reports to management
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
Senior Key Account Manager
Covia Solutions
04.2017 - 02.2021
- Created detailed sales reports outlining progress against targets as well as any areas needing improvement or attention
- Collaborated with cross-functional teams such as marketing, product development, operations, finance, legal departments to ensure successful project execution
- Implemented efficient processes for managing multiple accounts simultaneously while adhering to tight deadlines without compromising quality standards
- Established long-term relationships with clients through consistent contact and follow up activities such as emails, calls, meetings, events
- Compiled reports on account progress, goals, and forecasts for account teams and stakeholders
- Responded promptly to customer queries to increase overall satisfaction
- Managed a diverse portfolio of key accounts, ensuring consistent revenue streams and business expansion opportunities.
Assistant Operations Manager
Big Brothers Big Sisters SWCT
04.2010 - 03.2017
- Managed a team of 30 employees in the organization.
- Monitored KPIs to measure performance against goals
- Maximized efforts towards productivity by identifying problem areas and assisting in implementing solutions
- Managed, coordinated and developed procedures and protocols to deliver quality services
- Coordinated and directed financial or budget activities to fund operations, maximize investments, or increase efficiency
- Enhanced employee performance by developing comprehensive training programs tailored to individual needs.
Education
Bachelor of Arts (B.A.) - Business Management
Post University
Waterbury, CTBachelor of Arts (B.A.) - Business Administration
Quinnipiac University
Hamden, CTHigh School Diploma -
Central Magnet High School
Bridgeport, CT06.1998
Skills
- Customer service
- Team building and leadership
- Call center management
- Training and coaching
- Inter-department collaboration
- Excellent time management skills
Timeline
Customer Service Manager
Covia Solutions
03.2023 - Current
Customer Service Supervisor
Covia Solutions
03.2021 - 02.2023
Senior Key Account Manager
Covia Solutions
04.2017 - 02.2021
Assistant Operations Manager
Big Brothers Big Sisters SWCT
04.2010 - 03.2017
Bachelor of Arts (B.A.) - Business Administration
Quinnipiac University
High School Diploma -
Central Magnet High School
Bachelor of Arts (B.A.) - Business Management
Post University
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