Saul Rodriguez Email & Phone Number

El Paso, Tx, Us

Santa Barbara, California, Us

In my current role, I have been a part of a successful team focused on driving process improvement and increasing productivity in our platform and integrations. Our achievements include: • Resolved complex customer issues, continuously updating documentation and escalating issues to the development and product support teams. • Mentored and trained team members, improving collaboration with cross-functional teams and achieving high levels of customer satisfaction. • Provided stability and continuity to the team during leadership changes and supported the onboarding of new team members under 3 different managers.Additionally, I have expanded my knowledge of SQL Server database and its relationship with the Invoca platform and integrations. My commitment to continuous improvement and dedication to exceptional customer service have resulted in measurable impacts, such as: • Implemented workflows using advanced search capabilities, resulting in a 30% increase in CSR productivity. • Reduced SLA for bulk upload requests by 2 days by creating standardized templates for input files. • Improved communication in case notes, leading to increased TNPS scores from 3s to 9s. • Reduced first response time from days and weeks to 24 hours from case submission. • Significantly decreased our Salesforce queue, going from triple digits early in 2022 to consistently achieving our team initiative of triple 0s (0 cases not touched in over 2 days, 0 cases pending a customer follow-up, and 0 new cases by EOD).These accomplishments demonstrate my ability to drive results, adapt to change, and deliver outstanding service to both the team and our valued customers.

As still a fairly recent college graduate, I viewed my gap year as a chance to focus on self-improvement. The pandemic unexpectedly extended my break, but I used the time to develop my skills and stay up-to-date with industry trends.During the break, I was able to reflect on my career goals and values and use this time as a chance to research companies carefully in terms of their culture, mental health policies, work-life balance, personal well-being, and growth opportunities closely aligned with my own. I was able to identify the work environment that would enable me to thrive both personally and professionally as a result of this reflection.Ultimately, this break led me to a fulfilling and positive work environment that aligns with my vision for growth. This experience also highlighted the importance of self-reflection and personal development. It has shown me that there is no single path to career success, as long as one values the opportunities for growth that present themselves

Roseland, New Jersey, Us

As a TSA II my responsibilities included being available to support clients, demonstrate genuine caring to assist in uncovering root cause by fostering partnership, tailoring solutions, and provide options to what matters to the client by being proactive and anticipating client needs. In this role, my advanced knowledge of Enhanced Time(WFC) allowed me to not only become a subject matter expert in different modules within the product and Workforce Now applications used in day to day business practices, but to also demonstrate the effectiveness of my strong oral and written communication skills not only with clients but within the organization by allowing me to build strong partnerships with peers in different business units to better drive the overall client experience.