Alexandra Maria Rodriguez Gonzalez

ALEXANDRA RODRIGUEZ E-mail:- Cell Phone: HN- Date of Birth: March 26 th, 1993 Nationality: Honduran SUMMARY Committed to meeting and exceeding expectations. Great in skill transfer. Proven capacity to troubleshoot issues to ensure customer satisfaction. HIGHLIGHTS         High customer service standards Employee relations specialist Call Center management experience Dedicated to process improvement Training Experience Troubleshooting skills Training Manual contributor Proficient with Microsoft Office ACCOMPLISHMENTS I started as a customer service representative for 7 months and then was Promoted to Quality Assurance Analyst. Five months later I was promoted to trainer and 1 year later to Senior Trainer. EXPERIENCE 10/2016 to 03/2017 Convenience Store Manager JOSLEN GROUP LLC- Daytona Beach Florida Worked in starting up a Gas Station and Convenience store by getting all state permits. I was responsible for day to day store operations, including scheduling, training, and supervising employees. I was also responsible for the store profits, and all controllable expenses including labor, inventory levels, and cash and inventory shortages. 10/2012 to 08/2016 Senior Trainer KM2 Solutions Honduras － San Pedro Sula Demonstrated mastery of customer service call script within specified timeframes. Maintained up-to-date records at all times. Developed effective relationships with all call center departments through clear communication. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Trained staff on how to improve customer interactions. New Projects’ set up – Traveled to the US to visit the client’s facilities and get trained. Also, worked with the implementation process of a Customer Service project in the Dominican Republic. Trainer- Customer Service, Collections, Sales, Inbound, Outbound KM2 Solutions Honduras I trained new and existing employees in different aspects of the call center such as Customer Service, Collections, Sales, Inbound, Outbound. I was also responsible for creating new training documents and quick reference guides that the call center representatives can use while on the phones. 05/2012 to 10/2012 Quality Assurance Analyst KM2 Solutions Honduras － San Pedro Sula As a Quality Assurance Analyst I was in charge to monitor live and recorded calls using a scorecard and then provide coaching to the representatives I was assigned with. 09/2011 to 05/2012 Customer Service Representative KM2 Solutions Honduras Provided accurate and appropriate information in response to customer inquiries. Always adhered by Quality Assurance standards. EDUCATION 2010 High School Diploma Albert Einstein International School 2017 Civil Engineer Universidad Autónoma de Honduras