Customer Service Quality Assurance

DAVID ROJAS

Miami, Florida, United States *******************@*****.*** 845-***-****

PROFILE

Dynamic professional with over 16 years of experience in customer service, inbound sales, dispatching, and operations support. Skilled in handling high-volume customer interactions, team leadership, and escalations while consistently exceeding performance targets. Experienced in both on-site and remote roles, with expertise in Quality Assurance, training, and client relations. CORE AREAS OF EXPERTISE

Customer Service & Escalations Dispatching &

Reservations Support

Remote Operations

Management

Team Leadership &

Coaching

Quality Assurance & Training CRM & Dispatch

Software (Oracle Siebel,

Limo Anywhere, DAT

Loadboard, OmniTrax)

Productivity Tools

(Microsoft Office,

Google Docs)

PROFESSIONAL EXPERIENCE

Operations & Customer Service Support, Catered Fit, Fort Lauderdale 2022 — 2025 Managed day-to-day operations remotely, including handling customer calls, emails, and live chat inquiries. Independently oversaw operations on select days, ensuring business continuity. Resolved escalated customer concerns while maintaining strong satisfaction ratings.

Dispatcher / Customer Service Representative, Corporate Transportation Services, New York

2016 — 2019

Handled 75–180 calls daily, coordinating with both clients (directly or through reservationists) and drivers to provide accurate ETAs. Managed dispatching through Limo Anywhere software, ensuring on-time service. Delivered accurate communication between all parties to optimize scheduling and reduce delays. Customer Support Specialist, Spy Tec GPS, New York 2012 — 2016 Provided remote technical and customer support for GPS tracking solutions. Supported clients via phone, email, and chat while resolving escalated technical issues. Delivered accurate troubleshooting and ensured timely case resolution in a fully remote setting.

Coach / Trainer / Customer Service Representative, Concentrix (formerly Stream Global Solutions) / Foundever (formerly Sitel Global Solutions), Managua 2008 — 2012

Began as a call center representative, handling 120–200 inbound calls daily for a major U.S. cell phone carrier. Promoted to Coach, managing a team of 25 agents — responsible for escalated calls, quality control, and coaching based on metrics. Later advanced into a Trainer role, onboarding and mentoring new hires to improve overall team performance. EDUCATION

High School Diploma 1999

Newtown High School – Elmhurst, Queens, NY

GPA: 3.70 (Graduated 1999)

CERTIFICATIONS

Certified Legal Video Specialist (CLVS)

Certified by the State of Florida – Court Interpreter Certification & Regulation Program TESOL Certification – Teaching English to Speakers of Other Languages

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