ο»ΏGLADYS ROCHA
Managua, Nicaragua
π +1 - | βοΈ-LinkedIn: linkedin.com/in/gladys-rocha-
Customer Service | Operations | Call Center Specialist
Professional Summary
Customer Service and Operations professional with strong experience in call center environments, client communication, and process coordination. Skilled in handling high-volume inbound and outbound calls, resolving customer issues, managing escalations, and supporting day-to-day business operations. Proven ability to work with sensitive information, deliver accurate updates, and maintain a professional and empathetic tone. Background includes customer support, fulfillment operations, lead generation, and marketing audit. Recognized for adaptability, problem-solving, and delivering efficient, customer-focused solutions in fast-paced environments.
Core Competencies
β’ Customer Support
β’ Inbound & Outbound Calls
β’ Call Handling & Client Communication
β’ CRM Systems
β’ Data Entry & Accuracy
β’ Order Management
β’ Conflict Resolution & Escalations
β’ Process Improvement
β’ Operations Support
β’ Time Management
Work Experience
The Hero Company β Sun Coast Sciences β Florida, USA
Auditing Specialist
May 2025 β October 2025
β’ Conducted audits of digital marketing campaigns across multiple websites to ensure accuracy, compliance, and proper execution.
β’ Reviewed content, landing pages, and promotional materials to identify inconsistencies and performance gaps.
β’ Collaborated with Project Managers to deliver actionable recommendations and improve campaign performance.
β’ Verified tracking systems to ensure accurate reporting and data integrity.
Fulfillment Coordinator
March 2025 β May 2025
β’ Managed end-to-end order processing, including modifications, cancellations, and shipment coordination.
β’ Provided customer support through updates on order status, shipping, and delivery issues.
β’ Generated shipping labels and coordinated outbound logistics.
β’ Developed tracking systems to monitor sales, returns, refunds, and disputes.
β’ Performed data analysis to evaluate financial impact and operational performance.
Escalations Team Leader
December 2022 β March 2025
β’ Led high-risk customer escalations involving disputes, chargebacks, and sensitive complaints.
β’ Handled inbound and outbound calls to resolve complex issues with professionalism and empathy.
β’ De-escalated conflicts while protecting company revenue and maintaining customer satisfaction.
β’ Collaborated with internal teams to investigate and resolve customer concerns.
β’ Supported team members in managing difficult interactions and maintaining service standards.
Customer Service Representative
August 2022 β December 2022
β’ Handled high-volume inbound and outbound calls, providing customer support and issue resolution.
β’ Assisted customers with order placement, account inquiries, and product information.
β’ Delivered accurate order status updates and shipping information.
β’ Identified upselling opportunities and supported revenue growth.
Empire Edgeworks β Los Angeles, CA
Virtual Executive Assistant
February 2019 β March 2020
β’ Coordinated sales operations and route planning to support business efficiency.
β’ Conducted lead generation and outbound calls to identify new business opportunities.
β’ Managed collections and supported administrative and back-office tasks.
Vision Precision Holdings (Now Optics) β Florida, USA
Senior Store Support Specialist
April 2017 β November 2018
β’ Coordinated with suppliers to ensure store operations were properly supported.
β’ Negotiated pricing and performed price matching to optimize costs.
β’ Supported franchise locations with supply coordination and logistics.
Store Support Agent
October 2016 β April 2017
β’ Assisted store teams with order tracking, status updates, and operational support.
β’ Provided internal customer support to franchise and retail staff.
Equifax β Sitel (Foundever BPO) β Managua, Nicaragua
Customer Support & Lead Generation Specialist
February 2014 β September 2016
β’ Provided multi-channel customer support (phone, email, chat) for credit report and account inquiries.
β’ Handled inbound and outbound calls to assist customers and follow up on requests.
β’ Delivered technical support for account access and troubleshooting.
β’ Educated customers on credit reports and account information.
β’ Generated qualified leads by identifying customer needs and promoting services.
Education
High School Diploma
Maria Auxiliadora High School β Granada, Nicaragua
2002
Skills
β’ Customer Experience Management
β’ Call Center Operations
β’ Client Communication
β’ Outbound & Inbound Calls
β’ CRM Tools
β’ Data Analysis & Reporting
β’ Problem Solving
β’ Attention to Detail
β’ Team Collaboration
β’ Process Improvement
