Sign in

Customer Service Sales

San Ramon, CA
April 08, 2016

Contact this candidate


Gilbert Rodrigues

*** ********** ****** *** *****, CA 94583 925-***-****

Human Resources Professional

A Recognized Expert in Personnel Relations, Experienced in All Aspects of Service Delivery

Professional and proven leader with over 30 years of professional experience in a diverse array of work environments. Skilled in working to achieve organizational objectives through the use of excellent multitasking and prioritization skills. Adept at working to garner success as both a team member and independent contributor. Fast learner who thrives in fast-paced, time-sensitive environments. Revered by colleagues for crafting effective programs problem solving strategies across multiple networks. Able to work effectively with clients, personnel, vendors and other stakeholders at all levels. Currently seeking a Human Resources Coordinator or similar role that will allow for use of skills


Recruitment & Hiring New Hire Onboarding Training & Development Supervision & Management

Cross-Functional Team Leadership Solutions Advice Resource Allocation Administrative Support

Strategic Planning Critical Thinking Time Management Industrial Relations Problem Solving

Scheduling & Workflow Management Interpersonal Communication Confidentiality Adherence

Active Listening Sales Marketing Project Management Program Coordination Documentation

DISC Assessment MS Office Windows OS Social Media Networking Job Board Proficiency


AAA Insurance, Dublin, CA 2011 – 2014

Property and Casualty Agent

Nurture positive relations with existing members while promoting the AAA brand to garner new memberships. Work actively to cross-sell various insurance, travel and other AAA products and services. Liaise with members to align AAA products to meet their insurance and budget specifications.

τ Awarded with Club Level honor for achieving yearly sales goals; increased numbers over 15% by performing yearly client portfolio reviews

τ Maintained over 92% customer retention over an eight-year period

τ Sponsored school activities and events to promote community awareness

τ Founding member and President of local chapter of BNI (Business Network International)

o Managed full cycle recruitment of candidates including reference checks and introductions

o Met with members weekly and worked to train newcomers on how to utilize BNI to increase sales through the use of networking marketing efforts

Farmers Insurance, San Ramon, CA 2008 – 2011

Agency Owner/Human Resources Manager/Marketing Manager/Producer

Received ‘Best of the Best’ award for operational Provided insurance proposals to potential and present customers. Established client relationships to grow a book of business that boasted a 95% client loyalty rate; gained 80% of the book’s content via intentional use of networking abilities and word of mouth referrals. Created, updated and tracked direct marketing programs including direct mail, print advertising, and online/social media efforts. Spearheaded comprehensive sales and administrative staff recruiting processes including vetting and performance management; sourced for candidates via use of social media and job boards. Negotiated employment contracts regarding performance expectations, salary, and hours. Conducted exit interviews and terminations as needed. Maintained cohesive vendor relationships. Interviewed candidates for administrative, sales and business roles.

τ Coordinated various networking events to educate prospective clients on products and services; included seminars and workshops in person and telephone campaigns

τ Conducted regular client reviews; led to cross-selling that increased sales by 10-15%

τ Developed inclusive vendor contracts through careful negotiation efforts

τ Achieved a leadership position as a successful recruiter for a dynamic chapter of BNI valued at $1M; increased chapter revenue by 153% and membership by 60%

United Airlines, San Francisco, CA 1992 – 2008

Ramp Serviceman

Worked in various capacities to ensure on-time arrival/departures of all flights; achieved a 98% success rate. Adhered to the proper handling procedures for baggage, cargo and freight; ensured all departments followed suit, which resulted in a 50% decrease in missed baggage incidents. Supervised daily ramp operations; coordinated staff, cargo and passengers. Managed training of new staff in accordance with FAA safety regulations. Coordinated scheduling needs of over 1500 employees in accordance with labor contract. Conducted daily briefings of goals and achievements to team, as well as conveyance of daily manpower needs.

τ Received ‘Best of the Best’ award for operational leadership

τ Remained an active member in UA’s employee assistance program

τ Introduced daily customer satisfaction program that decreased complaints by over 80%

o Worked to achieve customer satisfaction and comfort even in instances of missing bags in the baggage claim area

o Guaranteed that all misplaced bags would be located and returned to customer swiftly

o Coordinated departments across the company to contribute to the delivery of high-caliber service, thus increasing the number of “thank yous” received by staff from clients

τ Served as an effective and impartial mediator in resolving conflicts between labor and management personnel; saw the pros and cons of both the managerial and labor sides during disputes using knowledge gleaned from college studies and work with both parties

Mervyn’s Corporate, Hayward, CA 1981 – 1992

Credit Division Assistant Manager

Headed daily functions in a fast-paced, high-pressure environment. Supervised and communicated effectively with over 100 team members, including personnel in the credit collections and Accounts Receivable departments. Completed supervisory, performance assessment, exit Interview and termination processes. Counseled clients across the country; made referrals to store offices across the country after being flagged within their respective charge accounts.

τ Worked collaboratively to introduce an automated customer service program that reduced payroll costs by 50%

τ Presented ongoing training and enrichment seminars/workshops to promote team building amongst all staff members; focused on communication techniques, DISC and active participation

τ Served a key role in coordinating and presenting yearly United Way campaigns; volunteered as a member of a small team to present campaigns to the financial building departments


Bachelor of Science, Business Administration, option in Personnel and Industrial Relations

California State University East Bay

Contact this candidate