Jorge Rodriguez Email and Phone Number

2011 Received the international award as manager of the year by the Customer Service Institute of America (see http://www.serviceinstitute.com/isea2011winners.html)

• Provide leadership and day-to-day guidance to a team of 20 Customer Care Professionals who provide front-line service to Customers overnight as well as handling Corporate calls and Elite Customers. Maintained schedule, reviewed service levels, analyzed profit and loss report, planned to ensure profitability as well as interviewed, hired and trained individuals for the Team.Key Responsibilities and achievements:• Shift was opened for the first time since 1999 and I was in charge to run the entire shift without any support Teams, therefore everything from scheduling, IT, escalation, training feedback were part of my responsibilities.• Interviewed, hired and trained several classes in partnership with overseas trainer (USA)• Prepared, developed and conducted performance evaluations, made employment decisions, set up performance goals and targets for the team• Ensured service levels were maintained at 80/20 or better (80% of calls answered within 20 secs).• Provided coaching and feedback to excel Customer satisfaction at the team level despite the challenges associated with the hours worked• Identified, recommended and supported the implementation of various programs for the improvement of our contact center processes • Maintained and managed team’s KPI’s to ensure Customer retention and satisfaction above 96% as per survey• Lead of the Recognition and Meritocracy Pillar Team, supporting Employee Satisfaction to a comprehensive program and strategy tailored to our employees needs and gauged through surveys and Town Halls.• Trained and handled Large Corporation calls as well as Elite Customers (these calls had a complete set of rules, policies and software to use) • Handled complicated Customer issues and escalations with 100% resolution and Customer retention• Resolved Team individual issues and ensure improve cohesiveness and morale• Worked closely and collaborated with marketing partners, as well as Teams in Mexico, Central America and the Caribbean

• Provided leadership and day-to-day guidance to a team of 20 Customer Care Professionals who provide front-line service to over 100 American Express Small Business Owners on a daily basis; while partnering with marketing specialists to tailor products and services to Customers thus enabling spending.• Successfully rolled several initiatives in partnership with marketing specialists, resulting in 45% increase in Card Acquisition• Trained Team members on Customers Service perspective, resulting in a 96% Customer Satisfaction increase.• Achieved 100% Employee retention and Satisfaction for 2015 and 2016 ( Employee Survey)• Received outstanding Leadership results on my year review• Handled complicated Customer issues and escalations at 2nd level, with 100% resolution and Customer retention

• Received International Service Excellence Award in 2011 and recognized as Manager of the Year by the Customer Service Institute of America (serviceinstitute.com/isea2011winners.html)• Worked as the weekend Lead for the dept, planning and making decisions to maintain service at optimal levels, while promoting a fun environment and driving sales through incentives.• SMS (Subject Matter Specialist) Leading a Team of Subject Matters Specialists providing support to Employees returning from long and short leaves in need of training and support so that they can resume their duties. This includes, planning and scheduling Customer Service Professionals (CCPs) for training, job shadowing and additional support.• I have Lead teams of up to 20 Associates handling diverse and sensitive scenarios of our Top Tier Customers while generating revenue through sales and driving Brand loyalty. During this time my responsibility as Leader grew to more than $400 Million a year in Customer’s business. We also generated approximately $2,880000.00 a year in business revenue. While supporting the rest of the Employees on the floor.• Built a strong performing team by Identifying opportunities and created a robust development plan tailored to individual needs and targeting performance improvement while leveraging strengths with the team’s top performers. As a result our Team sales improved by more than 140% generating over $1,000,000.00 in additional business revenue. Based on my strategic leadership I was able to influence the shape and direction of the team’s vision. Discussed and explained the needs for any changes implemented (Average Handle Time, Relationship Care, Share Holder Value, and overall performance) which led our team to be recognized as one of the top ranked teams. • Designed incentive plans to drive Quality and leverage team accomplishments leading to Team Engagement, strengthening Team morale and creating a safe and fun environment for everybody.

• Led approximately 70 On boarding Sales direct reports.• Facilitated the day to day activities of the AMEX USTSC (Telephone Service Center)• Chaired/Facilitated OJT classes improving the skills and knowledge of new hires, through coaching and feedback.• Consistent and prompt follow up on punctuality, attendance, and overall performance trending• Consistent and prompt follow up, on punctuality, attendance and schedule for a small team of 4 facilitators• Inspired by effective coaching standards the team to surpass quality and productivity• Analyzed performance and business results on an individual and team levels, identified trends and implemented strategies to drive improvement.• Developed on boarding individuals with opportunities leading them to successfully graduate initial training• Polished leadership amongst facilitators by understanding and showing them their potential• Organized and tailored biweekly unit meetings primarily focusing on upcoming changes to the business, and driving consistency around performance as well as related metrics.• Facilitated remote sessions for new classes (listening to live calls, explaining and discussing it)

• Servicing customers by providing account information, solving problems, making business decisions, and suggesting services via telephone.• Providing customer with specific products and/or services to best suit their needs.Member of the “Team of the Champions” for over a year. In this role I have provided coaching and feedback to both, new hire and tenured associates through formal presentations, one-on-one coaching, and job shadowing.