Overview
Work History
Education
Skills
Quote
Timeline
AssistantManager
Alfie Rodriguez

Alfie Rodriguez

Customer Service | Technical Support | Quality Assurance | Supply Chain & Logistics Specialist
Malabon,NCR

Overview

5
5
years of professional experience
2
2
Languages

Work History

Supply Chain & Logistics Coordinator

WebSmart Publishing
04.2023 - Current
  • Proficient in orchestrating end-to-end supply chain activities for seamless operations.
  • Expertise in utilizing tools like QuickBase to efficiently manage and optimize inventory levels
  • Utilize Microsoft 365 for effective communication and collaboration within the supply chain team and clients
  • Adept at navigating and leveraging industry-specific logistics platforms for enhanced efficiency.

Email Support Representative

Boostify
10.2022 - 11.2023
  • Promptly answer over 100 customer emails and live chats to ensure smooth customer experience
  • Kept accurate records of customer support interactions using defined methods and tools.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.

Quality Assurance Analyst

Telus International Inc.
09.2022 - 03.2023
  • Conduct weekly audits of 50 calls and cases to ensure compliance with company standards and regulations
  • Mentor and coach agents in areas identified as needing improvement, based on audit results
  • Analyze trends and opportunities based on audit results and make recommendations for process improvements or training
  • Extract and report data to stakeholders to inform decision-making

Technical Support Representative III

Telus International Philippines Inc.
10.2021 - 08.2022
  • Responded to customer inquiries and provided technical assistance over the phone and email.
  • Used ticketing systems to manage and process support actions and requests.
  • Handle escalations and resolve customer complaints to ensure customer satisfaction
  • Translated complex technical issues into digestible language for non-technical users.
  • Create knowledge-based files or standard operating procedures (SOPs) to help new hires understand the process and provide consistent service
  • Guide new hires in "Nesting" phase to get better understanding of processes and provide quality customer service

Customer Service Representative II

ALORICA PHILIPPINES
07.2019 - 05.2021
  • Answered constant flow of customers via live chat, email, and phone with minimal wait times.
  • Handle escalations and resolve customer complaints to ensure customer satisfaction
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Cross-trained and provided backup support for organizational leadership.
  • Guide new hires in "Nesting" phase to get better understanding of processes and provide quality customer service

Education

High School Diploma -

Arellano University
Malabon City
04.2001 -

Skills

    Email Support

undefined

Quote

I can’t understand why people are frightened of new ideas. I’m frightened of the old ones.
John Cage

Timeline

Supply Chain & Logistics Coordinator

WebSmart Publishing
04.2023 - Current

Email Support Representative

Boostify
10.2022 - 11.2023

Quality Assurance Analyst

Telus International Inc.
09.2022 - 03.2023

Technical Support Representative III

Telus International Philippines Inc.
10.2021 - 08.2022

Customer Service Representative II

ALORICA PHILIPPINES
07.2019 - 05.2021

High School Diploma -

Arellano University
04.2001 -

Similar Profiles

CREATE PROFILE
Alfie RodriguezCustomer Service | Technical Support | Quality Assurance | Supply Chain & Logistics Specialist