Elina Rodriguez
Santiago De Los Caballeros,25
Summary
Dynamic leader with proven expertise in team supervision and conflict resolution, honed at CEDIMAT. Excelled in enhancing customer satisfaction and driving sales through adept problem-solving and advanced proficiency in Microsoft Office Suite. Demonstrated ability to mentor staff and improve operational efficiency, achieving high conversion rates and customer retention.
Overview
11
11
years of professional experience
Work History
Call Center Supervisor
CEDIMAT
Distrito Nacional, Santo Domingo
01.2016 - 09.2024
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Managed escalated customer complaints, ensuring timely and effective resolution.
- Oversaw daily operations of call center team, ensuring adherence to performance standards.
- Delegated work to staff, setting priorities and goals.
- Facilitated communication between departments to resolve problems quickly.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Prepared reports on team performance, customer feedback, and operational metrics for senior management.
- Participated in the recruitment and selection process for new team members.
Sales Chat Agent
Talk2Rep
Distrito Nacional, Santo Domingo
09.2014 - 08.2015
- Handled sales inquiries through chat, achieving high conversion rates by providing tailored solutions.
- Maintained excellent customer relationships to secure long-term business opportunities.
- Engaged casual shoppers to provide information about featured products and recommend merchandise, driving sales opportunities.
Customer Service Representative
Alorica
Distrito Nacional, Santo Domingo
08.2013 - 09.2014
- Sustained high levels of customer satisfaction by addressing issues promptly.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Resolved customer complaints promptly and efficiently.
- Identified opportunities for upselling additional products or services based on customer needs.
Education
Bachelor - Management
UTESA
Valverde Mao, Dominican Republic10-2010
Skills
- Attention to Detail
- Time Management and Organization
- Adaptability and Quick Learning
- Team Leadership and Supervision
- Conflict Resolution and Problem-Solving
- Staff Training and Development
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Publisher)
- Knowledge of Adobe Photoshop
- Familiarity with WordPress and Online Collaboration Tools
- Advanced Internet Research and Email Management
- Expertise in Videoconferencing Platforms (Zoom, Microsoft Teams)
Languages
Spanish
First Language
English
Upper Intermediate (B2)
B2
Timeline
Call Center Supervisor
CEDIMAT
01.2016 - 09.2024
Sales Chat Agent
Talk2Rep
09.2014 - 08.2015
Customer Service Representative
Alorica
08.2013 - 09.2014
Bachelor - Management
UTESA
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