1. FRANCISCO J. RODRIGUEZ
6904 32nd Ave S
Tampa,Fl 33619
Tel: 8134031631 Cell: 8139002643
Email: j4viarana@gmail.com
OBJECTIVE
To obtain a position with a company that can offer personal growth, good benefits and a
great working environment.
WORK HISTORY
Mar 2015
to
Dec 2015
Customer Service/Retention agent
Crius Energy
Clearwater,FL
Answer any account questions and offer the best suitable program for the customer with
the best suitable rate according to the market conditions for each state. Attempted to
retain any customer that want it to cancel the program and provide a detailed explanation
of the benefits of remaining a customer.
l Corrected accounts to reflect the correct rate the customer signed up for.
l Make any billing adjustment need it on the accounts and add it to the master spread
sheet.
Jul 2014
to
Apr 2015
Delivery Service Provider Recruiter
Publisher Circulation Fulfillment
North Billerica, MA
Pre-Qualified potential prospects to meet with the distribution center managers if they
meet the requirements.
l Facilitated Inter-departmental communication to effectively provide customer
support.
l Retrieved voice mails and pre-filled web forms and contacted the prospect to
determine their eligibility to become a DSP.
l Communicatd between upper management, regional managers and distribution
center managers.
Mar 2012
to
Jul 2014
Customer Resolution Specialist
Portable On Demand Storage/P.O.D.S.
Clearwater, Fl
Resolved any disputes or customers concern regarding quotes, misinformation given to the
customer by our representatives and investigate any request from our upper management
team.
2. l Handled any disputes opened via incidents report in a timely manner by researching
the account records, call recordings and any other form of investigation required.
l Communicated between managers, lower managers, regional managers, district
managers to accommodate or resolve any issues on an account.
l Followed-through on all critical interdepartmentally escalations to increase
customers retention.
l Provided accurate, specific and metrics performance feedback for CSR's.
l Communicated between billing, collections and logistics departments to correct any
issues on an account.
l Negotiated any compensation claim assigned to me as a cause of mishandling of
property or any other type of compensation.
l Developed highly empathetic client relationships and earned a reputation for
exceeding service standard goals.
Aug 2008
to
Mar 2012
Senior Training Supervisor.
The Sales Verification Company.
Clearwater, FL
Evaluated the effectiveness of training, programs and recommended improvements to
upper management.
l Conducted orientation sessions and organized o the ob training for new hires.
l Coordinated ongoing customer service training and personal development classes
for employees.
l Organized and edited training manuals, multimedia visual aids and other training
materials.
l Trained junior supervisors to perform cross-training exercises with CSR's.
l Communicated all learning and performance objectives and training assessments to
upper management.
l Oversee 4 training supervisors.
l Communicated between Executive director, Floor director, Quality manager and
Account managers.
EDUCATION
Nov 2006
to
Sep 2008
Erwin Technical College
Tampa, Fl
Culinary arts
Apr 1994
to
Jul 1998
South Division H.S.
Milwaukee,WI
H.S.D.
SOFTWARE/SYSTEM SKILLS
Skilled in the following programs:
l Microsoft words
l Microsoft spreadsheet
3. l Outlook
l 35 W.P.M.
LANGUAGE SKILLS
Read, Write and Speak fluently:
l Spanish
l English
REFERENCES
Julio Camacho
Camacho's brothers Owner
813-447-5675
lleana Torres
Publisher Circulation Fulfillment Supervisor
978-671-1844
Jacque O'meally
Sales Verifications Floor Director
727831-6177
SUMMARY
l Bringing extensive call center experience on inbound, outbound and blended
environments.
l Strength in training development, client relations and problem solving.
l Customer service professional dedicated to the effective management and
customer satisfaction.
l Ambitious Customer Service Supervisor experiences with managing complex
problems and driving productivity improvements.
OTHER SKILLS
l Excellent time management skills.
l Effective problem solver.
l Negotiation expert.
l Effective workflow management.
l Adherence to high customer service standards.
