Dante Rodriguez

Experience

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  PT&T

  May 2003 - Aug 2006

  Operations Head - NCR

  • INTER-COMPANY COORDINATION • CUSTOMER/PUBLIC RELATIONS• Increasing Operating Margin (OM) • COST/EXPENSES MANAGEMENT• OPTIMIZATION OF RESOURCES • EMPLOYEE GROWTH AND LEARNING• EMPLOYEE RECOGNITION AND EMPOWERMENT • DOCUMENTATION & ANALYSIS

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  TeleTech

  Aug 2006 - Jul 2013

  Team Leader

  * Superior time management and organizational skills* Analytical ability to interpret statistical reports.* Strong knowledge of call center metrics and improvement methods.* Proficient in working with Microsoft Word, PowerPoint, Excel and Outlook.* Coaching & Mentoring

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  Five9

  Aug 2013 - now

  • Implement, troubleshoot and support the Five9 call center software solutions in a wide array of configurations and customer environments both remotely and on-site.• Providing direct support to Five9 Certified customers as well as handling all escalated software related inquiries from customers, business partners and vendors.• Handling escalated cases from Technical Support Representatives and or SMB customers• Answering incoming calls, responding to customer emails and resolving escalated problems.• Identifies underlying causes of a problem, including problem identification and classification.• Diagnoses problems accurately and works to find appropriate solutions in a timely manner.• Partner with Customers to optimize the Five9 call center software solution.• Continually seek opportunities to increase customer satisfaction and strengthen client relationships by interacting effectively at all levels of the client organization.• Proactively do trend analysis in an attempt to offer preventative solutions and eliminate recurring problems.• Will be cognizant of all known service outages and will maintain awareness of all maintenance / software product changes that could impact customers.• Will work cross functionally in a customer facing capacity, and coordinate with internal organizations with Five9.• Work within 24x7x365 support environment. Show less

  • Sr. Supervisor Tech Support - Five 9 Inc

    Aug 2024 - now

  • Technical Support Supervisor

    Aug 2013 - now