Zaida Rodriguez

As a receptionist at a law center, I manage front-office operations and provide exceptional customer service to clients and visitors. My responsibilities include:

• Client & Visitor Management: Greet and direct clients, schedule appointments, and assist with inquiries about services and procedures.
• Phone & Email Handling: Answer and route calls, take messages, and respond to email inquiries.
• Document & Mail Management: Organize client files, prepare legal documents, and handle incoming and outgoing mail.
• Confidentiality: Maintain strict confidentiality of client information and legal documents.
• Office Support: Keep the reception area organized, order supplies, and assist legal staff with administrative tasks.

With over a year of experience in a funeral home environment, I manage both administrative tasks and client services, ensuring smooth operations and compassionate care for families. My responsibilities include:

• Coordinating funeral arrangements and services, including scheduling, transportation, and vendor coordination.
• Handling all documentation such as death certificates, contracts, and billing.
• Providing empathetic support to grieving families, addressing their needs and special requests.
• Ensuring compliance with funeral laws and managing client records using funeral home software.
• Assisting with event setup, guest services, and communication through email and phone.

With over two years of experience in a call center for an electricity provider, I ensure high-quality service and regulatory compliance through call monitoring, agent coaching, and performance analysis. My key responsibilities include:

• Call Monitoring: Evaluating agent calls for professionalism, accuracy, and compliance with company policies and regulations.
• Compliance Oversight: Ensuring adherence to industry regulations and conducting audits to maintain legal and ethical standards.
• Performance Reporting & Analysis: Analyzing call data and customer feedback to identify trends, improve service quality, and generate reports for management.
• Coaching & Training: Providing feedback and training to agents to improve performance and customer interactions.

I started in this company as Bilingual Quality Assurance Monitoring, listening to recording calls from the agents and scoring their calls, coaching and providing feedback every month

• Promoted from Bilingual Quality Assurance Monitoring, to Intake Manager, after 3 months of providing exceptional feedback, coaching and meeting metrics
• They assign around 10 agents to my team
• I was responsible for them, making sure they followed the correct process, being on time every day, fix any changes to their schedule, jumping to the phone when we had an escalated customer

My role here was to take incoming calls, as well chat with customers, provide any help they needed regarding their purchase, create a refund, or replace the item, manage customer inquiries and issues on Costco.com through incoming calls and live chat, resulting in increased customer satisfaction

They used to switch between the days I was on the phone or live chat

Responded to customer inquiries in both English and Spanish languages, providing accurate information about products and services.

Assisted customers with product selection and answered questions regarding features, benefits, and pricing of products or services.

After they promoted me to Quality Assurance Associate, my position was to monitor the calls from the agents, making sure they were following the correct process, providing accurate information, reading scripts, and providing great customer service.

• I had around 15 or 20 agents assigned to me every month.
• The requirement was to do at least three per agent every month.
• Also, I had to do my session with each agent and provide feedback regarding their results
• Couching and motivation were the key to creating improvement for the agents

With experience as a bilingual CSR in the health insurance industry, I provide exceptional support to a diverse customer base in both Spanish and English. My primary responsibilities include:

• Customer Support: Assist members with inquiries regarding health plans, coverage details, claims, billing, and benefits in both languages.
• Problem Resolution: Handle escalated issues, resolve disputes, and ensure customer satisfaction while maintaining a professional and empathetic approach.
• Education & Guidance: Educate members about available health insurance options, benefits, and enrollment procedures, offering guidance on how to navigate the system.