Roderick Vega
**** ****** *******, *** *******, Texas 78250
Phone 210-***-**** ~ Cell Phone 210-***-**** email: ***.*******@*****.***
O B J E C T I V E
To secure a position in a fast paced, challenging environment with the opportunity to advance in skill as well as status. I am detailed oriented, efficient and driven.
Q U A L I F I C A T I O N S
Strong knowledge of computer based programs, i.e. MS Office Software, Word, Excel, PowerPoint, Access, DOS, Windows all versions, Internet, Intranet and Lotus CC Mail. Other work experience includes but is not limited to Windows, XP, Vista and 7 operating systems and Internet Access software. Hardware and software training and troubleshooting of scanners, printers, copiers, pc's and networking Ability to work under pressure meet deadlines, utilize creativity and exceed expectations. Litigation Software used Concordance, IPRO, Sanction and Live Note as well as Adobe Suites and CS5.
W O R K H I S T O R Y
JP Morgan Chase - Collection Team Manager 02/07 – 06/10
Main responsibility is to administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. Other duties included interviewing, hiring and training of over 30 customer service representatives. Monitor live and recorder interaction between staff and customers to ensure quality assurance standards were met. Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives. Conduct group training sessions on new process and procedures to increase throughput for existing and new hires as well as a traveling to train new offshore team located in Mumbai, India .Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels. Lead weekly and monthly team and management meeting on performance and strategy. Implement call flow strategy and on line how to guide which tripled accounts worked per hour. Provide highest level of customer service excellence and technical support on telephony systems.
Esquire Litigation Solutions Litigation Support Supervisor 08/05 – 02/07
Main responsibility is to manage day to day operations of the litigation and imaging department. Providing support to other satellite offices and coordinate to ensure that projects are completed on time and ensure customer satisfactions and quality assurance. Coordinate staffing including training, hiring, evaluation and development as necessary. Provide support to both internal and external client including software demonstrations, sales support, client relations as well as technical support. Other duties include but not limited to offsite project management, scanner setup, maintenance, archival of FTP site, regional billing, and server backups.
Merrill Corporation Litigation Support Analyst 05/02 – 08/05
Providing Litigation Support for the law firm of Akin, Gump, Strauss, Hauer & Feld. Duties include scanning in documents, coding, training and providing technical support for Concordance, IPRO, Sanction II and Live Note. Creating new database projects, loading data files and images, converting files, importing transcripts, creating presentations and video clips. Other duties included but were setting up equipment for court hearings, maintaining organization, coordinating with vendors to insure the integrity of all hardcopy documents while the conversion was in process.
West Staff – Government Div. Communication Specialist B.A.M.C. 10/01– 05/02
Main responsibility is to answer large amounts of phone calls and emails in a help desk environment while serving as a first point of contact to visitors and military personnel with an emphasis on customer service and client relations. Also maintained all communications equipment so that in any critical situation the equipment was up and ready. Processed information on demand, as most situations were time sensitive, maintained all databases and administrative duties.
Kinetic Concepts Inc. Customer Service Representative 01/01- 10/01
Main responsibility is to provide professional and courteous customer service in an efficient and timely manner both in person and as a phone representative. Assisting both internal and external customers with order processing and product education for specialized medical apparatuses and critical care medical equipment. Assisted with technical & software troubleshooting, billing, marketing and sales for product specific promotions.
LASON Systems, Inc. Conversion / Technical Supervisor 07/00 – 01/01
Main priority was to supervise production staff during the conversion of analog information into digital format, equipment maintenance and providing customer service to internal and external clients was paramount to the success of the assigned project. Project objective was to transform paper documents to tiff images via scanner and quality control the images on project specific software. Other duties included but were not limited to maintaining organization, scheduling and insuring the integrity of all hard copy documents while the conversion was in process.