WENDY RODRIGUEZ
TRENTON,NEW JERSEY
Summary
Customer Service Expert bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and assisting others with questions about customer desires
Overview
16
16
years of professional experience
Work History
Lead/Training/Quality Assurance/Customer Service Representative
CONDUENT
TRENTON, NJ
11.2015 - Current
- Listened to 30-40 calls a day to assure the information provided to callers is correct
- Graded calls based on guidelines
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong knowledge to provide informed recommendations based on individual customer needs.
- Answer 30-50 calls a day
- Conduct training for new hires
- Assist new hires with questions
- Created material for training that would explain job duties
- Provide supervisors with feedback on new hires
- One on one coaching sessions.
Comcast Subcontractor's Dispatcher
VITEL COMMUNICATIONS
HAMILTON, NJ
07.2013 - 08.2015
- Hear and resolve complaints from customers or the public
- Answer and make between 100-150 phone calls a day
- Answer telephones, direct calls, and take messages
- Track technicians location and make sure they arrive at the customers home on time
- Call customers to provide estimated time technician will arrive
- Use computer programs (WFO, Cable Data, ER OneComcast, Eistein) to assist technicians with home equipment updates
- Use Microsoft Excel and Office to create reports for appointments that have been canceled.
Dietary Aide
CARE ONE
HAMILTON, NJ
07.2010 - 12.2013
- Provide residents with their meals
- Maintain kitchen cleanliness
- Assist head chef prepare meals
- Deliver meals to residents rooms
- Develop menus using Microsoft Word
- Set tables with clean linens, condiments, or other supplies
- Wipe tables or seats with dampened cloths or replace dirty tablecloths
- Scrape and stack dirty dishes and carry dishes and other tableware to kitchens for cleaning
- Clean up spilled food or drink or broken dishes and remove empty bottles and trash
- Maintain adequate supplies of items such as clean linens, silverware, glassware, dishes, or trays.
Customer Service Representative for Match.com
SYNERGIES
SANTIAGO, DOMINICAN REPUBLIC
02.2009 - 07.2009
- Confer with customers by telephone to provide information about products or services, cancel accounts, or obtain details of complaints
- Check to ensure that appropriate changes were made to resolve customers' problems
- Determine charges for services requested, collect payments, or arrange for billing
- Refer unresolved customer grievances to designated departments for further investigation
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Solicit sales of new or additional services or products
- Recommend improvements in products, service, or billing methods and procedures to prevent future problems.
Education
High School Diploma -
VALLEY STREAM NORTH HIGH SCHOOL
VALLEY STREAM, NY07.2005
Skills
- Bilingual (Spanish)
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- High organizational skills
- High customer service skills
- Professional telephone demeanor
- Computer Proficiency
- Familiar with Microsoft Word, Excel & Power Point
- Familiar with Windows 11
Timeline
Lead/Training/Quality Assurance/Customer Service Representative
CONDUENT
11.2015 - Current
Comcast Subcontractor's Dispatcher
VITEL COMMUNICATIONS
07.2013 - 08.2015
Dietary Aide
CARE ONE
07.2010 - 12.2013
Customer Service Representative for Match.com
SYNERGIES
02.2009 - 07.2009
High School Diploma -
VALLEY STREAM NORTH HIGH SCHOOL