Willian Rodrigues
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
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 providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Member Support Specialist
One Medical Group
10.2022 - Current
- Helped members resolve account problems and navigate internal systems to handle routine needs
- Offered exceptional customer service to differentiate and promote company brand
- Managed customer conflicts and challenging situations by staying calm and accessing internal databases to develop strategic solutions
- Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth
- Answered member questions about products and services.
Customer Care Representative
HCOMP
01.2019 - 07.2021
- Converted incoming calls into booked service appointments
- Maintained high satisfaction score by consistently resolving first-call issues
- Delivered customer support to high call load each shift
- Coordinated with various company teams to offer and implement successful solutions to customer problems
- Coordinated logistics and verified equipment shipment pricing and availability
- Documented customer inquiries and feedback and entered service delivery suggestions in company database.
Elementary School Teacher
The American School of Rio de Janeiro
08.2017 - 01.2019
- Created safe, nurturing environment of trust and respect
- Maintained safe, clean and organized classroom environment
- Attended in-service training and professional development courses to stay on top of policy and education changes
- Involved parents in student education by cultivating strong relationships
- Taught students subject-specific material, learning strategies and social skills
- Implemented multiple methods to improve student educational success.
ESL Teacher
Cultura Inglesa
10.2013 - 12.2016
- Taught lessons encompassing range of skill-building activities for speaking, writing, reading and listening
- Customized small group and individual classroom activities based on differentiated learning needs
- Developed lesson plans to teach course materials according to schedule
- Created daily lesson plans for multi-level adult ESL classes
- Attended professional development workshops focused on learning goals and classroom management.
Education
Bachelor of Arts - English Language And Literatures
Rio De Janeiro State University
Rio De Janeiro, RJ07.2015
Skills
- Data evaluation
- Customer relations
- Data entry
- Training and development
- Microsoft Office expertise
- Call Center Operations
- Inbound and Outbound Calling
- Languages
- Technologically savvy
- Exceptional communication
- Patience and composure
- Issue Resolution
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Professional Working
French
Elementary
Timeline
Member Support Specialist
One Medical Group
10.2022 - Current
Customer Care Representative
HCOMP
01.2019 - 07.2021
Elementary School Teacher
The American School of Rio de Janeiro
08.2017 - 01.2019
ESL Teacher
Cultura Inglesa
10.2013 - 12.2016
Bachelor of Arts - English Language And Literatures
Rio De Janeiro State University
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