Customer Service Sales
Resume:
MIGUEL RODRIGUEZ
*** ******. • Orangeville, L*W*E7 • 905-***-**** • **********@*******.***
Highly organized and dedicated professional with a solid 16 years of success in sales, marketing, customer service
and administrative environments. Exceptional interpersonal communication, public relations and time
management skills; quickly adapted to changing priorities/responsibilities and assisted the team in meeting
company targets.
Other notable strengths include:
Customer oriented, with extensive communication skills
Strong working knowledge of Microsoft Office applications
Effective working both independently as well as collaboratively within a team
Outgoing, responsible and dynamic personality
Fluent in English and Spanish
Relevant Experience
Just Energy Energy Savings Group
Quality Assurance Analyst June 2014 to present
Executes call monitoring and provides trends, opportunities and training needs to site management team.
Uses quality monitoring system to collect and track performance at individual level.
Provide training, coaching, feedback and assistance to call center representatives to make sure they understand
new policies and procedures for quality.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.
Customer Experience Specialist – Customer Experience Department April 2010 to June 2014
Monitoring agent calls while promoting and maintaining quality standards.
Providing training gaps and trending analysis to assist with coaching process.
Providing coaching and quality monitoring feedback.
Providing input on business and system processes.
Working with Call Centre groups to assist and enhance customer service techniques
Support the new hires in the transition from training to the floor as required.
Customer Service Representative – Retention Department Jun 2008 to March 2010
Identifies and analyzes customer needs in a time effective manner.
Utilizes various databases to access customer information ensuring all interactions with customers are accurately
documented.
Identifies and escalates potential risks and trends in customer interactions.
Utilizes customer service techniques, adhering to Quality Assurance standards for every customer interaction.
Displays retention techniques for customers requesting cancellation and authorizes cancellations as per the
cancellation matrix
Sales Executive Jan 2007 to May 2008
MIGUEL RODRIGUEZ PAGE 2
JGJ Com Peru Food, Orangeville www.perufood.ca
Responsible for sales, product distribution, and customers support.
Establish and develop business relationships with potential customers.
Educate store representatives on all products, pricing strategies to ensure strong, effective market share of the
products in order to achieve business results.
Established delivery schedules, monitored progress and contact customers and suppliers to resolve issues
Maintained desired level of inventory to maximize customer service
Negotiated prices, discounts, credit terms and transportation arrangements (import products)
Regional Sales Supervisor, Sales Executive 1993 to 2004
Vencedor Industries INC., Perú www.vencedor.com.pe
National and trans national business, with concentration in the areas of commercialization and administration.
Establish and propose volume expectations for prescribed period; develop and propose budget in order to achieve
business results.
Design and recommended the retail strategy and coverage strategy for specific account.
Control and management of sales at a national level, maintained contact with sales team through phone and
internet daily to ensure targets met.
Research and assess information on industry changes, pricing, location, benefits, sales activities and distribution
mix. Establish and develop business relationships with potential customers.
Train and advice representatives as to effective merchandising, marketing, pricing and promotional techniques
Creative and observant: brought many new ideas to assist with product development and marketing strategies to
maintain and increase the sales volume of existing accounts within territory
Coordinate and participate in company seminars and conventions
Shipping and Receiving Clerk
Johnson Controls L .P. Orangeville, 2004 to 2006
Receives merchandise. Checks and signs delivery slips. Assists with unloading as necessary.
Unpacks merchandise.
Verifies the quality and quantity of items against supporting documents. Accepts or returns merchandise
according to established procedures. Calculates prices according to guidelines. Affixes bar codes, prices, and
security tags as necessary.
Completes different forms and prepares documents. Maintains files.
Organizes distribution and shipping of merchandise. Makes necessary verifications against documents, prepares
the merchandise and moves to the appropriate area. Handles customer pick ups.
Participates in taking inventory. Maintains storage area, organizes and places stock on shelves. Ensures area is
secure at all times.
Employment History
Quality Assurance Analyst, Just Energy present
Sales Executive, JGJ Com Peru Food Jan 2007 to Apr 2008
Shipping and Receiving Clerk, Johnson Controls L.P. 2004 to 2006
Regional Sales Supervisor, Vencedor Industries INC. (Peru) 1999 to 2004
Sales Executive, Vencedor Industries INC. (Peru) 1993 to 1999
MIGUEL RODRIGUEZ
149 Bythia. • Orangeville, L9W4E7 • 905-***-**** • **********@*******.***
Education and Professional Development
Accounting Bachelor, ADV PERU INSTITUTE of higher education Graduated 1984 1989
IT Contact Center Customer Service Agent, April 2012 – December 2013 – Ontario Ministry of training
(Certification program)
Aspire to management Just Energy, May 2009 – March 2010
Customer Service Certification Georgian College
Analysis of Competence University of Piura. Lima, Peru
Supervision of Salespersons DM International Seminars. Lima, Peru
Techniques of Efficient Sales, Motivation, Interview and Interrelation, Objective and closing International
Seminars. Lima, Peru
REFERENCES AVAILABLE UPON REQUEST
Contact this candidate