Bilingual professional, Customer Service and Logistics

Claudia Raquel Rogers

*** ****** **** **, **********, TX, 78628

Email: ****************@*****.***

Phone number: 737-***-****

Education:

Bachelor of Science in Industrial Engineering

• May 2020

• Dr. José Matías Delgado University – La Libertad, El Salvador. High School Diploma

• December 2009

• Colegio Bautista de San Salvador – San Salvador, El Salvador. English Language Course

• December 2008

• Centro Cultural Salvadoreño Americano – San Salvador, El Salvador. Skills:

• Languages: Spanish & English

• Customer Service & Support: Inbound calls, issue resolution, client communication

• Operations & Logistics: Dispatch coordination, route monitoring, real-time problem solving

• Administrative Support: Document management, scheduling, email coordination

• Data Management: Data entry, database organization, record management

• Sales & Technical Support: Upselling, closing sales, and Level 1 troubleshooting Technical Skills/Training:

• CRM Systems (Customer Relationship Management): Salesforce (AWS integration), Oracle

• Communication Tools: RingCentral, Slack, Microsoft Teams

• Data & Office Tools: Microsoft Excel, Word, PowerPoint

• Operations Platforms: ZUM Portal (ride tracking & dispatch), Fleetio (Fleet Management Software)

• Onboarding & Compliance Tools: Fountain (Workforce Management Platform), Vetty. Work Experience:

Foundever – El Salvador

Customer Service Representative & Driver Onboarding Representative Account: ZUM Transportation Services August 2021 – May 2025

• Handled inbound customer calls regarding bus transportation schedules, including pickup and drop-off times, and provided arrival time updates.

• Monitored daily ride operations and delays, coordinating with dispatch teams and drivers across multiple U.S. school districts to provide real-time updates.

• Assisted drivers with route incidents and provided support using internal applications and systems.

• Supported new and existing drivers with onboarding processes, including completion of annual certification requirements.

• Reviewed driver documentation to ensure compliance and validity; assisted with updates, issues, and inquiries via phone and email.

• Coordinated driver-related requests, including vehicle changes, relocations, and vendor updates. TELUS International – El Salvador

Customer Service Representative April 2021 – July 2021 Account: Koodo Mobility - Canada

• Handled inbound customer calls regarding account inquiries, billing, features, add-ons, and self-serve application issues.

• Assisted customers with plan changes, adding lines, and phone upgrades.

• Provided Level 1 Technical support for network issues, including call and text problems, voicemail, and international roaming.

• Offered and promoted TELUS and Koodo products and services, including tablet and home phone activations, home security solutions, and lead generation; completed sales when customers agreed to additional services.

The Office Gurus – El Salvador

Customer Service Representative June 2020 – January 2021 Account: Choice Home Warranty of America

• Handled inbound customer calls regarding issues with covered home systems and appliances, including HVAC systems, water heaters, plumbing, kitchen appliances, water softeners, and roof leaks.

• Created and documented service claims based on customer reports; scheduled technician appointments according to availability.

• Monitored and followed up on claims using CRM systems, ensuring timely updates and resolution progress.

• Communicated with customers, technicians, and managers via phone and email to coordinate service and provide status updates.

• Provided customers and technicians with updates on equipment and parts orders, including estimated time of arrival (ETA).

• Informed customers of claim decisions, including denials, and explained alternative options when applicable.

Concentrix – El Salvador

Sales Representative December 2019 – June 2020

Account: Dish Network Services.

• Handled inbound chats and calls from potential customers interested in satellite TV and internet packages for the U.S. and Latin America.

• Asked probing questions to assess service availability and identify suitable options for each customer.

• Provided product updates, seasonal programming recommendations, service benefits, and equipment comparisons versus competitors.

• Managed sensitive customer information in a secure system to run credit checks and determine available plans, packages, and equipment based on credit scores.

• Closed sales by guiding customers through detailed product information, setting installation dates, and confirming agreement with terms and conditions. Itacolomar S.A de C.V – El Salvador

Administrative Assistant August 2017 – May 2019

• Created and maintained a database of certificates of deposit, company income, expenses, and financial projections using Microsoft Excel.

• Monitored expiration dates of certificates of deposit and negotiated with Salvadoran banks to secure improved interest rates.

• Managed general company information, including legal documents and basic payments (property taxes, annual taxes), in coordination with the legal department.

• Organized meetings for the General Manager and scheduled appointments with Salvadoran bank managers.

• Handled the General Manager’s personal and work-related email correspondence and billing. Foundever (formerly Sykes Enterprises) – El Salvador Customer Service Representative June 2015 – July 2017 Account: The Guardian Life Insurance Company of America

• Handled inbound calls from dentists and dental assistants regarding patients’ dental insurance policies, including coverage, benefit percentages, service history, and frequency limitations.

• Provided accurate information to support treatment eligibility and service authorization decisions.

• Managed sensitive patient information in compliance with HIPAA (Health Insurance Portability and Accountability Act) regulations.

• Updated and maintained patient records in real time using Oracle CRM, including dental procedures and service history.

Project:

Database Project – Comité de Proyección Social – El Salvador Academic Project April – July 2018

• Developed a database to track services, available courses, and participant enrollment, improving visibility across departments.

• Organized and maintained participant records, enabling staff to identify course demand and plan new programs based on resource availability.

• Digitized and indexed physical course certificates, creating a system to quickly locate documents.

• Trained staff and managers on database usage through presentations and instructional materials using Microsoft PowerPoint.

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