Gabriel Rodriguez 503-***-****

acwi5x@r.postjobfree.com 9850 SW Frewing St #45

Tigard, OR 97223

OBJECTIVE:

Enter the career field of a customer service assocaite.

SKILLS AND QUALIFICATIONS:

- Bi-lingual English/Spanish -55-60 WPM

- Microsoft Office Suite - Google Docs

- WorkForce Management - RTA

- CMS - Q-Finity

- 10-key - Data Entry

- Customer Service

WORK HISTORY:

Vesta Corporation, Tigard, OR July 2012-August 2016

Team Lead 2 - Escalations Supervisor

- Managed a team of 30-40 agents

- Conducted weekly and monthly meetings to provide feedback for performance and quality metrics

- Provided postive reinforment/acknowledgement when merited

- Provided corrective action when necessary

- Responsible for recruiting and interviewing potential employees for the Escalation department

- Handled calls that required an escalation higher than my team's capabilities

- Provided week-long classroom training for new agents within the Escalation Department, followed by continued one-on-one sessions for individual needs

- Issued yearly reviews for each team member

Team Lead - Production July 2008-July 2012

- Manged a team of 30-45 people

- Conducted weekly and monthly meetings to discuss KPI (Key Performance Indicators)

- Conducted weekly call monitoring evaluations

- Issued yearly reviews for each team member

- In charge of secondary training in order for agents to graduate 90-day training period

- Monthly calibrations with clients

- Created incentive programs to increase productivity and retention

- Used WorkForce Management, RTA, and CMS to make sure service levels were consistently meeting requirements

Order Processing Agent/Escalations Representative Sept 2006-July 2008

Order Processing Agent:

-Assisted customers in processing payments via credit/debit card, and e-check

- Filterd calls and transferred customers to appropriate departments when necessary

Escalations:

- Handled calls that were transferred to a Supervisor per request

- Assisted customers with resolving issues in double charges, refunds, authorization holds, collections, and/or fraudulent activity

- Contacted appropriate banking insitutions to resolve payment related issues

- Reviewed facts to determine if overdraft was due to company error

EDUCATION:

Yakima Valley Community College 2-year completion Early Childhood Education

YV-Tech 2-year certificate Bi-lingual Paraeducator

Eisenhower High School High School Diploma

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