Roy Del Rio

2014-2025

CUSTOMER SERVICE

• Documented interactions in CRM systems to maintain accurate account histories and follow-up actions.
• Coordinated with operations and billing teams to resolve complex service issues quickly.
• Resolved customer inquiries through phone, email, and chat with accurate, professional service.
• Trained new representatives on call handling, CRM navigation, and service standards.
• Managed escalated complaints, balancing policy compliance with effective de-escalation techniques.
• Managed high-volume calls, emails, and chat requests while maintaining consistent service quality.
• Cross-trained and backed up other customer service managers.

U.S DISPATCH

• Resolved complex customer inquiries with accurate product, policy, and account information.
• Assisted transport Agents with inquiries.
• Ensured all info of each shipment is accurate and if needed coordinate with the customer for additional information.
• Coordinated with Customs representatives regarding cross border shipments.
• Ensured all shipments pick up and deliver on time.
• Demonstrated respect, friendliness, and willingness to help wherever needed.
• Used critical thinking to break down problems, evaluate solutions, and make decisions.

2010-2014

ORDER ENTRY

• Ensured all accepted shipments are entered accurately and efficiently.
• Identified and resolved discrepancies and errors in customer accounts.
• Created and maintained a detailed database to develop easy access by other departments.