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
Customer Service
Live Chat
Google Suite
E-commerce CRM
Quality Assurance
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 -