Randy Rodriguez
Operation Manager- –-
Dominican Republic.
Project management | E-commerce Specialist | Customer Success | Virtual assistant | Recruitment
specialist
QUALIFICATION SUMMARY
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Project management and customer success expert, specialized with E-commerce business.
Experienced with CRM systems (Gorgias, Dixa, Notion, Salesforce, etc) and productivity
tracking tools to organize and control daily job activities (ActivTrack, Workforce. and
Surfboard).
Expert working with E-commerce tools such as: Shopify, Amazon, Recharge, Yotpo, Magento,
and Affirm.
Experienced managing e-commerce softwares: Netsuite and Shipmonk.
KEY SKILLS
✔ Project Management
✔ Team work
✔ Critical thinking
✔ Leadership
✔ Time management
✔ Coaching
✔ Problem-solving
✔ Effective communication
✔ Detail oriented
RELEVANT PROFESSIONAL EXPERIENCE
Senior Team Lead
Hire Horatio
2021 - Present
Customer experience outsourcing firm dedicated to providing cost-effective omnichannel customer
support that optimizes everything from integrating the latest CX technologies to improving workflows and
monitoring customer satisfaction scores.
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Track daily performance and productivity from on site and remote agents.
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Daily review of workload per agent and quality check for coaching purposes.
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Weekly individual meetings with agents to review performance, quality and KPIs.
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Weekly client meetings to ensure understanding within all businesses.
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Operation and quality calibration to improve the customer experience.
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Weekly payroll review.
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Help the management team with daily tasks, SOP creations, providing business opportunities and
solutions, identifying potential talents for future operational positions, hiring and training
operation staff.
Customer Success and HR & Recruitment specialist
Independent contractor
2022 - Present
Working with US agencies needing outsourcing assistance for customer success positions, business
development, and HR & Recruitment services, helping with the growth and efficiency of daily tasks.
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In charge of scheduling hiring events and managing the onboarding process for new employees.
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Daily roster of employees providing services.
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Efficiently organize the daily workload for each worker.
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Weekly control and review of scorecards.
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In charge of managing the Amazon/Cortex/business database for daily reports.
Operation Supervisor
Data Vimenca
2020 - 2021
Outsourcing or contact center company that provides back-office support including order processing,
analytics, payment processing, and other non-customer-facing capabilities.
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Track of daily performance and call workload (RTA)
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Weekly performance review with each member of the team.
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Weekly payroll review.
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Operation and quality calibration.
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PIP implementation for development and improvement.
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Handled hiring, onboarding and training process for new operation employees.
Customer Service Representative
Data Vimenca
2017 - 2020
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Trained as interpreter, merchant service representative, tech specialist, and chain supply.
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Manage large amounts of inbound and outbound phone calls.
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Identify and assess customers’ needs to achieve satisfaction.
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Build sustainable relationships and trust with customer accounts through open and interactive
communication.
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Handle customer complaints, provide appropriate solutions and alternatives within the time
limits; follow up to ensure resolution.
Certifications
Generative AI for Outsourcing
Hire Horatio Academy
May 2024
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Certified Dixa Admin
Dixa
September 2023
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Workflow management and performance reports.
Certified Shopify Admin
Shopify
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May 2021
Inventory control and revenue track.
EDUCATION
Associate degree, Accounting
School
Santo Domingo, DR
Student, Business administration
University
(Present)
Santo Domingo, DR
