Adolfo Rodriguez Jr, Mba Email & Phone Number

Dublin, Oh, Us

Alameda, California, United States

Houston, Texas, United States

Led strategic initiatives to optimize SaaS-based technical support processes and increase customer onboarding experiences. Orchestrated cross-functional collaboration with Customer Success and Engineering teams to streamline operations and mitigate project risks. Managed onboarding support operations for seamless integration of new clients and employees into company systems and processes. Developed and implemented training programs to enhance employee proficiency and performance. Maintained oversight of critical help desk functions, including issue resolution and system troubleshooting. Streamlined procedures to reduce backlog and increase overall productivity within support department.Key Achievements:1) Navigated team of 10 support professionals across various geographic locations, such as United States, Canada, and Mexico by focusing on efficiency and customer satisfaction.2) Elevated customer satisfaction (cSat) YOY by refining support strategies and fostering customer engagement.3) Slashed median days to resolve (MDTR) issues by significantly exceeding performance targets.4) Achieved reduction in aged backlog by year-end, successfully eliminating cases exceeding 90 days.

Columbus, Ohio, United States

Managed Customer Support operations to certify delivery of high-quality service and attainment of Key Performance Indicators (KPIs) across all support tickets. Guided Customer Support team performance by setting clear goals and conducting regular reviews to promote accountability and excellence. Headed implementation of new phone system to enhance customer engagement and support accessibility. Developed comprehensive dashboard within Zendesk to monitor and report on daily and monthly KPIs by driving informed decision-making and continuous improvement.Key Achievements:1) Orchestrated monthly staff scheduling to maintain continuous 24/7/365 live coverage by aligning with Service Level Agreement (SLA) objectives.2) Sustained Daily, Weekly, Monthly, Quarterly, and Annual Key Performance Indicators (KPIs) and tracked Quarterly Department Goals for 100% of ARCOS Support Tickets.3) Elevated customer satisfaction (cSat) through targeted service enhancements and staff proficiency improvements.4) Led team of 10 employees across multiple locations to foster collaboration and consistent service standards.5) Governed transition to RingCentral to guarantee zero downtime in customer support availability.

Indianapolis, Indiana, United States

Performing Business Analysis, measure and report on Key Performance Indicators (KPI), monitor team budget and provide monthly reports. Working with the Operations teams to plan equipment and machinery requirements for current and future projects. Managing the maintenance (corrective and preventive) of Group Property (GP) equipment within the facilities, this includes grounds, facility envelope, fire life safety, water systems and managing outsourced work as needed. Together with Rolls-Royce and ISS management team, identify site maintenance, improvement and development requirements for budgets and capital planning.

Indianapolis, Indiana Area

Established and enforced customer support protocols to amplify service delivery and align with company goals. Streamlined support operations by executing new policies and procedures that adhere to industry best practices. Developed and monitored customer support metric dashboard to track ticket performance to certify data-driven decision-making. Advocated for customer needs by translating feedback into actionable improvements within organization. Managed and optimized software systems for tracking support metrics by emphasizing responsiveness and effective issue resolution.Key Achievements:1) Encouraged client-centric culture by leading increased productivity, reduced backlog, and improved client satisfaction ratings.2) Minimized "1st response time to customer" from 3.5 hours to 1.0 hour by significantly improving customer satisfaction.3) Deployed new ticket closing procedures for reducing median ticket age by 75%, and expediting issue resolution.4) Decreased average time spent per ticket from 2.5 hours to 30 minutes to augment support team efficiency.5) Cut daily backlog ticket volume by 50% by year-end 2018 for streamlining service operations.

Indianapolis, Indiana

Created and implemented training programs to transform staff into highly efficient and detail-oriented teams. Nurtured positive work environment to challenge and promote team members' professional growth. Reviewed performance metrics to uphold exceptional customer satisfaction. Designed and applied North American Employee Recognition Program and Premium Service Client Account Sheet to enhance service delivery and client portfolio management.Key Achievements:1) Supervised team to deliver premium customer service by safeguarding 100% on-time, quality support for $26M portfolio across US and Canadian accounts.2) Leveraged internal technology solutions to manage client inquiries effectively to achieve 98% Customer Satisfaction rate.3) Introduced Dashboard Report to monitor and track open items to streamline project management and execution processes.

Master Of Business Administration (Mba)

Falls School of Business MBA Business Plan - Showcase Presenter

Bachelor Of Science (B.S.), Business Marketing

Associate Of Science (A.S.), Law Enforcement

Activities and Societies: Sigma Pi Fraternity International