Customer Service Project Manager

Stephen Rodriguez II

***** ****** ***** **. *** Antonio, TX 78249

P: 210-***-**** **************@*****.***

Customer Service Supervisor/Support/ Sales

Call Center Operations .Document Imaging . Outsourcing . Quality Assurance

/ Control .Customer Service Support

Customer service-focused professional, with an astute ability to problem

solve, consistently increasing customer satisfaction. Exceptional leader,

trainer, and coach, adept at supervising teams. Highly motivated and detail-

oriented professional with extensive organizational and time management

skills that effectively contribute to improved operations and increased

efficiency. Flexible and adaptable in learning new concepts and making a

significant contribution to fast-paced, team environments.

Professional Experience

GUNN INFINITI, San Antonio, TX

Present

Sales, New Car sales

Completed sales of new and pre-owned vehicles. Obtained sales quote each

month to maintain performance. Provided customer service to each customer

before and after the sell. Successfully completed one month training on

product knowledge and customer service. Duties included up-selling with a

features and benefits presentation to each customer. Contacting and

completing follow ups to customers via phone, email, and text to make aware

of products, services, and promotions offered at Gunn Infiniti.

Continuously prospecting outside of the dealership to maintain proper

amount of clients.

KOHL'S DEPARTMENT STORES, San Antonio, TX

2011-2013

Team Lead, Card Services

Provides support for a team of 16 associates in addition to supporting all

associates within the Card Services department. Proatively suggested to

maintain associate satisfaction along with the moral in a fast paced

environment. Identified behaviors and trends of associates to be more

efficient on customers calls to enhance customer satisfaction. Involved in

Evolve First Data training to be a primary tester and resource for all

associates in Card Services. Handling Escalation calls from customers and

providing feedback to associates on the practice of de-escalting and using

resources concerning any provided issue.

*Customer Service *Complaint Handling & Solutions

*TeamBuilding & Training

*Problem Solving & Analysis *Proactively Suggesting

*Partnership Building

*Finance Solutions *Identifying Behaviors & Efficiency

*Coaching Associates

Afni, Inc., San Antonio, TX

2007-2010

Supervisor, Verizon Wireless Customer Service

Oversaw a team of 50-agents that provided call center support to Verizon

Wireless customers; Maintained, adjusted, and approved payroll for team

members. Promoted to project manager position to coach, train, develop and

supervise customer service representatives. Maintain an environment in

which customers enjoy high levels of service and employees are motivated to

deliver top performance. Manage front-end operations to ensure proactive

and efficient customer satisfaction is delivered. Professional strengths

include but not limited to:

Customer Service Customer Satisfaction Teambuilding &

Management Enhancement Training

Complaint Handling & Front-End Supervision Cost-Reduction

Resolution Business Development Strategies

Operations Management Relationship Building Analysis / Problem

Financial Management Solving

Profit and Loss

Affiliated Computer Services, Inc., San Antonio, TX 2005-2007

Supervisor, T-Mobile Customer Service

Oversaw a team of 40-agents that provided call center support to T-Mobile

customers; answered cellular service questions related to billing,

technical, and contract issues. Maintained and adjusted payroll for team

and co-workers.

. Fielded escalated customer service issues, troubleshot, and fixed

mobile phone issues.

. Provided floor support, training, and coaching; evaluated and

increased quality of customer experience by focusing on courtesy,

concern, time resolution, and product knowledge.

. Used Avaya,CMS Supervisor system to insure quality assurance.

Education & Computer Skills

St. Phillips College (2006-2007)

Completed coursework toward Collision Technology Program

LUTHER BURBANK HIGH SCHOOL, San Antonio, TX (2005)

High School Diploma

Computer Skills: Microsoft Office Suite

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