Contact Info

Gabriel Rodriguez

**** ********* **

Garland, TX 75040

ac92kd@r.postjobfree.com

214-***-****

Resume

Experience:

Ansira

**/**** - *******

Industry Reputation Management/Customer Care

Customer Service Manager

My role with Ansira as a Customer Service Manager was unique in the fact that I managed several teams that took customer service to a new level. As Ansira was a Marketing Agency, I was brought on to manage the brands reputation on social media that they acquired as well as traditional customer service via call center and email correspondence. This meant taking the traditional approach and customizing it to be public facing on social media. Contributions:

• Managed 4 teams that worked in a call center, on social media, and via email

• Developed relationships with vendors

• Scoping for new business

• Process Development

• Hiring, training, and development of employees

• Brand Management on Social Media

• PR Strategy on Social Media

• Partnership with Clients and developed SLA’s that met their goals Inogen

02/2016 -02/2017

Industry Customer Service

Customer Service Supervisor

I joined Inogen’s customer care team on 02/2016. Throughout this time, I was privileged to bring my previous experiences to help in development of the Inogen CCC.

Contributions:

• Developed Agent Monitoring Score Card

• Agent training and development, resulting in agent promotion

• Put together an Attendance Tracking System

• Process improvement and development

Ambit Energy

11/2012-11/2015

Industry Customer Service

Consultant Support Supervisor

After 1 year and 2 months of being a Supervisor for Customer Care I have transitioned into the role of Consultant Support Supervisor.

Contributions:

• Learned and mastered agents’ metrics.

• Developed a proven coaching method to aid in their success.

• Assisted in development of multiple employees which resulted in 5 promotions in almost 2 years.

• My method of weekly coaching has been adopted and is now used by all Consultant Support Supervisors.

• Put together a training guide for other Supervisors to utilize the Weekly Agent Feedback form.

• Built a Quality Monitoring Score card to evaluate Call Center Agents on department practices and Call Center etiquette Ambit Energy

09/2011-10/2012

Industry Customer Service

Customer Service Supervisor

My journey at Ambit started in Customer Care. While there I was able to fine tune my skills while managing a support team of 12-14 individuals.

Contributions:

• Learned to utilize specific resources to guide Agents to exceed departmental goals

• Resolve Escalated issues specific to Texas Customer Care

• Educated Agents and Customers on Ambit Practices

• Awarded Finest and Most Respected February 14, 2014

• Developed a Rate Calculator for agent use when re rating customer invoices. NTTA

08/2007-09/2011

Industry: Customer Service

Customer Service Supervisor

As a Customer Service Supervisor I was assigned a team of both Call Center and Contact Center Customer Service Representatives.

Contributions:

• Coach, Develop and Mentor Agents

• Quality Assurance for both Counter and Phone Agents

• Aided in refining Call Center Metrics to ensure excellent service

• Wrote Agent Appraisals based on work ethic

• Assisted with Customer escalations for both Front Counter and Call Center Agents. Education

05/2003-04/2004

EL Centro Community College

04/2004-2011

Richland Community College

3.5 GPA, Undeclared

References

Nelson Estrada

Reference Company: Ambit Energy

Reference Type: Professional

Phone: 214-***-****

Reference Name: Ricardo De La Pena

Reference Company: Ambit Energy

Reference Type: Professional

Phone: 469-***-****

Reference Name: Quincy Brown

Reference Company: Inogen

Reference Type: Professional

Phone: 612-***-****

Contact this candidate