Martín Rodríguez Santo
Santo Domingo Este,32
Summary
Dedicated Real Time Analyst and experienced Customer Service Representative knowledgeable about best practices in field, especially effective leadership strategies to motivate team performance and job satisfaction. Well-organized in approaching problems to investigate causes and determine optimal solutions. Detailed understanding of organizational and regulatory expectations to drive performance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Real Time Analyst
Advensus Contact Center
Distrito Nacional
09.2021 - 03.2023
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
- Monitoring all queues and ensuring adequate actions are taken on rosters to ensure target metrics are achieved.
- Monitor agent activities ensuring adherence to schedules and activity entries are up to date with scheduling systems.
- Analysis of data and reporting to identify emerging trends and anomalies.
- Reporting trends to supervisors and managers.
Customer Service Representative
ContinuumGBL
San Isidro
09.2012 - 08.2022
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Worked as Retention Representative, motivating clients to stay in the company by promoting the product and services
- Back Office agent using chat and emails to provide customer service and developing solutions for the client.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer queries, providing clear, accurate answers to technical questions and support requests as a Technical Support Representative
- Processed customer orders, exchanges and returns and kept customers informed about progress of product purchases as a Sales Support Representative.
Education
Some College (No Degree) - Medicine (Pre-Medicine)
Universidad Autonoma De Santo Domingo
Santo DomingoSkills
- Friendly, Positive Attitude
- Supervision & Leadership
- Data Management
- Customer Service
- Good Work Ethic
- People Skills
- Computer Skills
- Reliable & Trustworthy
- Active Listening
- Team Building
Certification
English Language: Instituto New American English
Windows (Excell, world, Power Point): Instituto New American English
References
Personal References:
Sammy Ledesma ( Advensus Real Time Analyst Manager) : 829-423-5528
Angies Herasme (ContinuumGBL Quality Analyst): 809-962-0265
Timeline
Real Time Analyst
Advensus Contact Center
09.2021 - 03.2023
Customer Service Representative
ContinuumGBL
09.2012 - 08.2022
Some College (No Degree) - Medicine (Pre-Medicine)
Universidad Autonoma De Santo Domingo
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