Tim Rodriguez Email & Phone Number

Austin, Tx, Us

Remote Austin Tx

Trust and Safety | Operations | Process Improvement | Fraud Data Analysis

Remote Austin Tx

• Performed technical analysis of incoming customer support tickets by phone, email, and messenger triaging customer issues. • Handled escalated tickets for high net value individuals with payment issues, transactions, and general technical support. • Fielded queries and assisted with onboarding of institutional clients. • Proactively drove impactful changes across workflows, policies, and tools by working with internal support teams, developers, leaders, and vendor partners. • Served as a Subject Matter Expert conducting onboarding, training and initial tooling set up for customer service agent trainees. • Supported Coinbase’s efforts to scale internal agent population by 400+ employees. • Selected to direct new hire customer experience training based on above-average Quality Assurance (95%) and First Contact Resolution (FCR) scores (90%), as well as consistent demonstration of Coinbase’s core values and customer service tenets. • Orchestrated training sessions for up to 50 trainees by conducting mock scenarios, and live issue troubleshooting. • Surpassed daily responsibilities by owning tooling introduction sessions, troubleshooting learner access issues, developing mock scenarios for onboarding classes, hosting follow-up training sessions, identifying training issues, formulating solutions and communicating them to senior members of the L&D team, • Acted as the subject matter expert supporting the creation of eLearning materials. • Contributed to an increased FCR average of 1000 bps during agents’ first month in production. • Planned and facilitated cross-skilling courses that resulted in an average FCR increase of 425 bps post-training for all participants. • Conducted training sessions for the launch of our India customer service division by formulating/advising adjustments for regional processes, establishing channels to support for new agents, and delivering continued support with L&D and India management due to post launch developments.

Chicago, Illinois

Orchestrated the entire operations of the Concierge department. Planned and oversaw the accommodations of all VIP clientele.

The Langham, Chicago

Executed duties of a Butler and Front Door Concierge by assisting VIP clientele with security any requested accommodations.Directed the butler staff, chef team, IT/AV team, maintenance team, and housekeepers for the 109 Club Suites to ensure efficient business operations.

Chicago, Illinois

Responsible for Club Level accommodations and special requests for all VIP and Club level clientele. In charge of planning and organization of F&B in the club lounge daily.

Chicago, Illinois

Tested online rich media advertisements for design consistency, clarity of message, and placement.Formulated recommendations for improvement to improve advertisement performance.

Cisco Networking Certification

Associate'S Audio Engineering & Business Of Music, Audio Engineering & Business Of Music

Diploma

Education record