Customer Service Social Media
Resume:
Contact Info
Gabriel Rodriguez
Garland, TX 75040
****.*********@*****.***
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-***-****
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