Overview
Work History
Education
Skills
Timeline
Generic

Guadalupe Rodriguez

Rocklin

Overview

4
4
years of professional experience

Work History

Member Service Representative

Golden1 credit union
Sacramento
10.2022 - Current
  • Helped members resolve account problems and navigate internal systems to handle routine needs.
  • Took initiative aimed at improving team morale and boost engagement.
  • Enhanced member relationships by providing excellent service during each interaction.
  • Engaged in conversation with members to understand needs, resolve issues and answer product questions.
  • Provided guidance to members on how best to use products or services offered by the organization.
  • Assisted peers in developing confidence and enhance skills to assist member needs.
  • Provided one-on-one coaching and mentoring to peers on a variety of topics, and systems used throughout the credit union.
  • Mentored new team mates on call handling, compliance protocols, and customer satisfaction techniques.

Customer Service Representative

Opteon AMC
Rocklin
04.2021 - 10.2022
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Developed strong customer relationships to encourage repeat business.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Made outbound calls to obtain account information.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.

Education

High School Diploma -

Roseville High School
Roseville, CA
05.2015

Skills

  • Bilingual (Spanish and English)
  • Verbal and written communication skills
  • Calm and professional under pressure
  • Building customer trust and loyalty
  • Peer coaching and mentoring
  • De-escalation techniques
  • Problem-solving abilities

Timeline

Member Service Representative

Golden1 credit union
10.2022 - Current

Customer Service Representative

Opteon AMC
04.2021 - 10.2022

High School Diploma -

Roseville High School

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Guadalupe Rodriguez