yamariel Rodriguez
STONE MOUTAIN,GA
Summary
Reliable and upbeat sales representative successful at promoting customer loyalty, satisfaction and purchases with consultative techniques and diligent attention to individual needs. Knowledgeable about product merchandising, payment processing and cleaning. Dedicated and dependable relationship-builder with excellent organizational strengths and superior work ethic.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Customer Experience Supervisor Work From Home
Delta Airlines
08.2017 - Current
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Adapted communication style based on each individual''s needs, providing clear instructions for non-native English speakers or those requiring additional support.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Contributed to overall revenue growth by promoting ancillary services such as upgrades and additional fees when applicable.
- Collaborated with team members to achieve high levels of performance in demanding situations.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed.
- Increased repeat business through personalized interactions and building rapport with customers.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Kept up-to date on routes to provide accurate information for travelers seeking assistance.
Field Liaison
Comcast
09.2016 - 08.2017
- Provided training on use, troubleshooting, and calibration of equipment.
- Coordinated with contractors and other technicians, fostering efficient teamwork on complex projects.
- · Resolve order discrepancies in advance of Technicians being routed to appointments.
- · Support order modifications including rates/packages/provisioning
codes, installation charges and points/quota. - Ensure workflow in advance of Technicians being routed into the field.
- Provide operational support to Technicians; works with both internal and internal and external resources and maintains detailed account notes of all actions taken in the appropriate tool/application.
- Maintains daily operational records for feedback to cross-functional
areas, including Care & Order Management. - Handles inbound contacts from CommTechs regarding troubleshooting mobile devices.
- Supports real-time service verification (QC of levels) using Grand
Slam and Home Health Check. - Provision phone and internet services.
Cable Customer Service Support
Cablevision
01.2014 - 07.2016
- Contributed to increased sales revenue by up-selling relevant products or services when appropriate during support calls.
- Managed high call volume, maintaining professionalism and efficiency under pressure.
- Provided exceptional service by consistently exceeding performance metrics, contributing to the overall success of the support team.
- Achieved swift problem resolutions by employing strong critical thinking and analytical skills during customer interactions.
- Utilized knowledge of products and services to guide customers towards optimal solutions that met their needs.
- Troubleshot complex technical issues successfully while maintaining clear communication with clients throughout the process.
- Utilized advanced diagnostic tools to accurately identify causes of cable malfunctions or failures.
Education
Bachelor of Science - ACCOUNTING
MIDDLE STATE GEORGIA UNIVERSITY
Athens Georgia 06.2022 - Current
Associate of Applied Science - ACCOUNTING
MONROE COLLEGE
NEW ROCHELLE 09.2010 - 06.2011
Skills
Call center experience
CRM software knowledge
Customer Acquisition
Engagement strategy development
Customer Empathy
Teamwork and Collaboration
Problem-Solving
Problem-solving abilities
Multitasking
Excellent Communication
Decision-Making
Computer Proficiency
Accomplishments
- Achieved Summit 2020 by completing $1mm sales with accuracy and efficiency.
Timeline
Bachelor of Science - ACCOUNTING
MIDDLE STATE GEORGIA UNIVERSITY
06.2022 - Current
Customer Experience Supervisor Work From Home
Delta Airlines
08.2017 - Current
Field Liaison
Comcast
09.2016 - 08.2017
Cable Customer Service Support
Cablevision
01.2014 - 07.2016
Associate of Applied Science - ACCOUNTING
MONROE COLLEGE
09.2010 - 06.2011
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