Esmeralda Rodriguez

**** **** **** #***

Casper, WY 82609

ac0yb6@r.postjobfree.com

832-***-****

Objective: To use my customer service experience and maximize my public oriented experience, communication skills, problem analysis and problem solving skills with my new role as leader.

Skills:

Proficient in Microsoft Office programs including Word, Excel, Outlook, and PowerPoint.

Management and training capabilities

Exceptional communicator and listener who conveys information both orally and written

Adaptable, flexible and team player who thrives in environments demanding multi-tasking and professionalism

Meticulous with highly organizational skills

Experience:

Vistar– Customer Service Supervisor 5/2016 – 2/2017

Manages a geographical sales territory ensuring that independent and regional account business is developed and budgeted sales and profit objectives are achieved.

Regularly calls on existing and potential customers.

Develops and executes business plans.

Ensure effectively manages time and resources to attain results by interacting with internal department or other entities as needed.

Manages pricing and monitors credit term compliance.

Builds business through support of company branded product.

CenterPoint Energy – Bilingual Customer Service Rep 1/2013 – 6/2015

Issued orders to establish or discontinue gas service or to establish electric service

Resolved billing inquiries, performs account adjustments, negotiate payment arrangements and deposit amounts and follows-up on customer accounts.

Solicits customer feedback on service provided and initiates action based on customer feedback.

Received and appropriately prioritizes trouble calls

Interacted with Competitive Retail providers to discuss readings, billing dates, order receipts, and resolve issues

Ensured proper electric and gas permitting is in place by interacting with internal permitting department or other entities as needed.

Responded to 24 hour gas leaks, dispatched proper service calls, available for monthly on call services

Help manage weekend team for power outage

JP Morgan Chase - Premier Platinum Lead 10/2007 - 10/2012

Handled incoming calls regarding customer's deposits, withdrawals, any financial transactions regarding bank accounts, including technical support, researching transactions, online banking and bill pay

Communicated courteously in an effective manner with customer's in a variety of ways using proper phone etiquette

Detailed multi-tasked handling various computer systems to resolve incoming calls

Responded to escalated supervisor phone calls for more complex issues with customer's, able to problem solve and provide resolution for customers.

Promoted company products and services in order to meet personal and company sales goals.

Relief Unit manager training, managed a team of bankers, provided coaching regarding individual goals, call monitoring, and reported management team performance

Kelly Services - Bilingual Customer Service Rep 7/2007 - 9/2007

Handled incoming customer service calls for gas customers

Researched and identified customer account issues with invoice

Reliant Energy - Bilingual Customer Service Rep 1/2007 - 7/2007

Handled incoming customer service calls for electric and gas customers

Researched and identified customer account issues

Processed payments and resolved billing inquiries, reconnect request, payment extensions

Served as a customer advocate while adhering to all regulatory requirements and laws

Enrolled new customers, properly quoting rates, renewed customer contracts

DHL Express - Customer Care Specialist 2/2006 - 11/2006

Communicated effectively with groups of people at all management levels

Handled sensitive issues independently regarding customer's concerns, complaints, or any issues that arise

Assisted customers with billing questions, ordered supplies, quoting rates, tracked packages, processed phone payments

Ensured customer's needs were met and took proper measures to prevent customer issues and service failures

Coordinated with various departments as needed to ensure issues were resolved in a correct and timely manner

Convergy's - Bilingual Customer Service Agent 4/2004 - 1/2006

Handled questions via telephone addressing customer's concerns regarding billing, troubleshooting, upgrades of services

Reported and escalated issues and complaints through appropriate channels

Effectively communicated information amongst peers, management, and customers

Navigated through various computer systems to ensure first call resolution, stayed abreast of all product information and resolutions

Worked with billing department to process payments, add and remove services from customer's accounts

Allen Samuels Dodge – Cashier/File Clerk 10/2001 - 8/2002

Responsible for all front office functions including, appointment scheduling, filing, cashiering, and answering multiple phone lines

Communicate; verified insurance coverage in service provided

The Connection Group - Bilingual Customer Service Rep 6/2001 - 9/2001

Provided and processed data on home equity loans

HCCC – Bilingual Customer Service Rep 4/2000 - 4/2001

Handled incoming inquiries addressing deregulation

Made outbound calls to provide information on credit card services and benefits

Education

Undergraduate - General Studies, Houston Community College Systems

Houston, Texas

High School Diploma, Stephen F. Austin, Houston, Texas

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