Merido Rodriguez Iii Email & Phone Number

Applying technical knowledge to resolve customer issues and aid on evolving technologies through effective troubleshootingCommunicates clearly and concisely with customers, both internal and external.Leveraging skills and abilities to best support the customer as well as identify opportunities to drive growth and offer proactive solutions.Delivering efficient customer support with the ability to be proficient in customer-facing systems.Being solution oriented and proactive, providing first call resolution eliminating repeat calls and reducing unnecessary transfers.Selling the value of T-Mobile solutions by using strong communication and negotiation skills to improve the customer experience and increase company revenue.Maintaining an in-depth level of knowledge regarding product offerings, network capabilities, and position them as strategic solutions.Helps create and accepts change conducive towards innovation to create greater value for customers, shareholders, and other employees.

Augusta, Georgia

Payroll

Managed team of 12 representatives by monitoring calls for quality assurance and adhering to policy and procedures to exceed goals with a strong emphasis on employee engagement and ongoing development. Awarded “Top Quality Supervisor” in 2013 for achieving 90% on ALL performance and quality measures as a team and individually.Overhauled the team’s productivity by observing team behaviors and re-directing their focus on work-related initiatives, resulting in 40% increase in productivity scores.Increased monthly collections 150% per representative through monitoring and coaching best practices.Guided process-improvement team to identify, analyze, and recommend enhancements to staffing and development of all call center facilities based on call volume, seasonality, interviewing and hiring processes and much more.Conducted interviews and hired new representatives with other supervisors.Improved quality scores 65% by creating a log that pinpointed ‘missed’ opportunities during calls, enabling reps to hone in on key points to address with customers.

Examined and audited 50 completed check fraud files weekly to ensure compliance with federal and company guidelines and procedures. Assisted customers by filing fraud cases, fielding follow-up calls as well as re-directing to charge dispute department accordingly.Reduced non-work time by 50% by tracking and creating new categories for the database reporting, in which the IT team added new pre-populated options.Detected trends of cases based on location, employees and other banks, saving $70M annually in projected losses.Identified 10 internal and 50 external repeat offenders, protecting $5M in projected loss. Generated a list of companies known to enroll customers in monthly subscriptions based on call trends, reducing new fraud cases by 45%.Gathered all facts for each new case and recorded them into the database to start investigation process.

Resolving and responding to customer emails from company website.Ensuring appropriate handling and resolution of customer concerns. Analyzing, tracking and reporting of customer emails, letters, phone issues, statement/payment inquiries and making recommendations on opportunities to improve customer service.Facilitating any departmental communication needs.Training representatives and new hires on the Belk portfolio.Complied training manual and PowerPoint presentation for the Belk portfolio.

Supported team of 5 Collection Supervisors. Generated reports for supervisors to review team productivity using predicative dialer systems.Educated supervisors on reporting statistics and how to use reports in coaching sessions.

Master Of Business Administration

Bachelor Of Science - Bs, Marketing

Activities and Societies: Omega Psi Phi Fraternity Inc. Senior Class Vice President Student Advisory Council President Pan Hellenic.