Tania Rodriguez

Experience

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  Verizon

  Oct 2010 - Mar 2011

  Customer Service Representative

  Provided in-depth product knowledge, enabling the effective addressing of customer inquiries and concerns regarding offered products or services.Adapted to various customer inquiries and changing circumstances or procedures, maintaining flexibility to provide optimal support. Displayed efficient time management skills, ensuring prompt addressing of customer needs while upholding service quality. Collaborated effectively with team members to deliver exceptional service and support to customers, fostering a cohesive work environmentParticipated in continuous learning, staying updated on product/service features and industry trends to enhance customer assistance. Performed basic troubleshooting to assist customers with devices and service.Utilized bilingual proficiency to troubleshoot technical issues and resolve customer inquiries, ensuring clear communication and understanding. Show less

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  Advance America

  May 2011 - Sept 2013

  Customer Service Representative & Debt Collection Agent

  Conducted outbound calls to customers to collect outstanding debts in accordance with company policies and regulations.Effectively negotiated repayment plans with customers to resolve overdue accounts while maintaining professionalism and adherence to legal guidelines.Complied with federal and state regulations, such as the Fair Debt Collection Practices Act (FDCPA), ensuring ethical and compliant debt collection practices.Managed high call volumes efficiently while prioritizing tasks to meet collection targets and deadlines.Stayed informed about industry trends, regulations, and best practices related to debt collection and payday loans to enhance effectiveness in the role.Oversaw the processing of bank deposits, ensuring accuracy and timeliness.Enhanced communication and rapport-building, with bilingual fluency to effectively communicate with a diverse clientele base during debt collection efforts. Show less

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  Superior Vision Services

  Sept 2013 - Nov 2015

  Insurance Representative

  Assisted customers with inquiries regarding vision insurance coverage, benefits, and claims processes.Provided detailed explanations of insurance policies, including copayments, deductibles, and covered services.Processed new insurance enrollments, updates to existing policies, and cancellations according to company procedures. Collaborated with internal teams such as claims processing, billing, and underwriting to expedite customer requests and resolve issues.Documented customer interactions and transactions accurately in the company's database or CRM system.Maintained confidentiality of customer information and adhered to privacy regulations such as HIPAA.Provided administrative support to the vision insurance team, including data entry and recordkeeping tasks.Updated and maintained insurance databases with accurate policy information and claim records. Show less

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  Apple

  Nov 2015 - Aug 2023

  Take ownership of escalated customer cases and complex issues, demonstrating leadership and expertise in resolving challenging situations and achieving customer satisfaction.Provide specialized support and assistance to customers with inquiries and concerns related to AppleCare plans, Apple Pay, Apple Cash, Apple Card, and Apple's Media Services Billing issues.nvestigate and resolve billing discrepancies and disputes related to iTunes purchases, ensuring accuracy and fairness in billing practices and refund requests.Support customers with inquiries and issues related to Apple Pay, Apple Cash, and Apple Card, including setup, usage, and troubleshooting of payment transactions.Collaborate with various engineering teams to address technical issues and bugs affecting Apple services, providing insights and feedback from customer interactions to drive product improvements.Led team meetings on occasions, facilitating discussions, setting agendas, and ensuring alignment on goals and objectives. Show less Investigated and analyzed gift card scams targeting Apple customers, identifying patterns, trends, and perpetrators to enhance fraud detection and prevention measures.Collaborated with higher-level investigation teams to conduct in-depth analyses of gift card scams and identify vulnerabilities in Apple.com payment systems when processing card transactions.Provided support and assistance to specialized investigation teams in gathering evidence, analyzing data, and developing strategies to mitigate risks and prevent future incidents.Contributed insights and recommendations for enhancing fraud detection and prevention measures, including system enhancements and policy updates.Documented findings and recommendations from investigations for reporting and analysis purposes, contributing to the development of best practices and industry standards for fraud prevention.Participated in training sessions and knowledge-sharing initiatives to educate team members and stakeholders on emerging threats and mitigation strategies in gift card scams and payment fraud.Monitored and analyzed phishing trends and incidents reported by customers, identifying patterns and emerging threats to inform proactive measures and response strategies.Engaged with customers in a proactive and empathetic manner, addressing concerns and answering questions to empower them to protect themselves against phishing scams effectively.Educated customers on common phishing techniques and tactics used by cybercriminals to steal personal information and financial data.Demonstrated knowledge of relevant laws and regulations, including the Electronic Funds Transfer Act (EFTA), Federal Trade Commission (FTC) guidelines, and state consumer protection statutes, governing gift card transactions and fraud prevention. Collaborated with senior managers and VIP stakeholders to address large-scale scams targeting the organization, coordinating efforts to mitigate risks and minimize financial losses. Show less Acted as a point of contact for frontline support representatives, providing guidance and assistance in handling challenging or escalated customer cases.Advocated for customers' interests and ensured fair and equitable resolution of AppleCare-related disputes or discrepancies. Oversaw the handling of AppleCare requests and claims, including warranty repairs, replacements, and technical support, to ensure timely and satisfactory resolution for customers.Authorized exceptions and repairs for Apple devices outside of standard warranty coverage, balancing customer satisfaction with company policies and procedures.Collaborated with Apple retail stores and authorized service providers to facilitate repairs and service requests involving AppleCare or warranty plans.Coordinated with internal teams, including technical support, claims processing, and customer relations, to expedite resolution of escalated AppleCare issues. Show less Managed and administered contractual agreements between Apple and it's clients/ customers.Maintained accurate records and documentation of contractual agreements, amendments, and renewals in compliance with legal and regulatory requirements.Advised customers on the advantages of purchasing AppleCare for their Apple products, including extended warranty coverage, technical support, and repair services.Assisted customers with filing claims, initiating warranty service requests, repair exceptions.Collaborated with internal teams, including technical support, repair technicians, and customer service, to ensure timely and satisfactory resolution of warranty claims.Negotiated contract terms and pricing with clients, ensuring alignment with company policies and profitability objectives.Provided ongoing support and assistance to clients throughout the contract lifecycle, addressing inquiries, modifications, and renewals. Maintained accurate records and documentation of contract agreements, amendments, and communications for reference and audit purposes. Show less performance.Communicated effectively with engineers to provide detailed reports and documentation of bugs and flaws found in the Apple Pay systemWorked closely with Quality Assurance (QA) teams to test and validate fixes and enhancements to ensure the stability and reliability of the Apple Pay system.Collaborated with product managers and stakeholders to prioritize and address customer-reported issues and feedback related to Apple Pay.Directly communicated with customers via phone calls and emails to address technical issues, inquiries, and concerns related to Apple Pay.Conducted thorough investigations into reported scams and fraudulent activities involving Apple Cash transactions, utilizing available tools and resources to gather evidence and determine appropriate actions.Collaborated with external partners, such as law enforcement agencies and financial institutions, to coordinate efforts in investigating and prosecuting scams and frauds involving Apple Cash transactions.Liaised with banking partners to resolve issues and discrepancies related to Apple Cash and Apple Credit Card transactions, including payment processing delays and account verification problems.Monitored and evaluated banking partners' performance and compliance with service level agreements (SLAs) and regulatory requirements governing Apple Cash and Apple Credit Card operations.Maintained confidentiality and integrity of customer data throughout the service or repair process, including during device diagnostics, software updates, and data backups.Adhered to Apple's privacy policies and guidelines for handling PII, ensuring compliance with legal and regulatory requirements, such as GDPR and CCPA.Utilized encryption and secure data transfer protocols to transmit customer data securely between devices and Apple's servers. Conducted data erasure and reset procedures to remove PII and sensitive information from customer devices prior to service or repair. Show less Verified Proof of Purchase (POP) documentation submitted by customers to authenticate ownership of Apple devices when receiving FMIP (Find My iPhone) claims.Processed requests for unlocking Apple devices, including iPhones, iPads, and Apple Watches, in compliance with Apple's policies and procedures.Collaborated with internal teams, including legal, customer support, and engineering, to facilitate the unlocking process and address customer inquiries.Documented and maintained accurate records of POP verification and unlocking activities for audit and compliance purposes. Completed regular training and certifications on data privacy and security practices to stay updated on industry standards and best practices.Collaborated with cross-functional teams, including legal, compliance, and customer support, to address privacy-related concerns and ensure alignment with Apple's privacy principles. Show less Provided assistance and guidance to customers on setting up and using Apple Pay on their devices, including iPhones, Apple Watches, iPads, and Macs.Educated customers on the benefits and security features of Apple Pay, such as tokenization and Touch ID/Face ID authentication. Collaborated with merchants and financial institutions to onboard and integrate Apple Pay into their payment systems. Conducted troubleshooting and resolution of issues related to Apple Pay transactions, including payment failures, device compatibility, and account verification.Maintained compliance with industry standards and regulations, such as PCI DSS (Payment Card Industry Data Security Standard), to ensure the security and integrity of Apple Pay transactions.Worked closely with engineering teams to troubleshoot technical challenges and implement solutions for Apple Pay integration and performance optimization.Contributed insights and feedback from banking partners to inform product development and improvement efforts for Apple Pay Facilitated communication and coordination between cross-functional teams to resolve complex issues and enhance the reliability and security of Apple Pay transactions.Maintained confidentiality and integrity of customer data throughout the service or repair process, including during device diagnostics, software updates, and data backups.Adhered to Apple's privacy policies and guidelines for handling PII, ensuring compliance with legal and regulatory requirements, such as GDPR and CCPA.Utilized encryption and secure data transfer protocols to transmit customer data securely between devices and Apple's servers. Conducted data erasure and reset procedures to remove PII and sensitive information from customer devices prior to service or repair. Educated customers on best practices for protecting their personal information and privacy settings on Apple devices. Show less Provided expert technical support and guidance to customers using Apple's pro creative apps such as Final Cut Pro, Logic Pro, Motion, Compress and MainStage.Assisted customers with software installation, setup, and configuration to ensure smooth and efficient usage.Offered personalized training sessions and tutorials to help customers learn how to use advanced features and tools within creative software applications.Responded promptly to customer inquiries via phone, email, or live chat, providing clear and concise instructions to resolve technical issues.Documented customer interactions, technical solutions, and frequently asked questions to contribute to knowledge base resources and improve support efficiency.Demonstrated patience, empathy, and effective communication skills to ensure a positive customer experience during technical support interactions.Maintained confidentiality and integrity of customer data throughout the service or repair process, including during device diagnostics, software updates, and data backups.Adhered to Apple's privacy policies and guidelines for handling PII, ensuring compliance with legal and regulatory requirements, such as GDPR and CCPA.Utilized encryption and secure data transfer protocols to transmit customer data securely between devices and Apple's servers. Conducted data erasure and reset procedures to remove PII and sensitive information from customer devices prior to service or repair. Educated customers on best practices for protecting their personal information and privacy settings on Apple devices. Show less Demonstrated proficiency in using Apple's design applications such as Photos, GarageBand, iMovie, Pages, Numbers, and Keynote for multimedia production.Provided technical support and troubleshooting assistance to users of Apple's creative media apps.Ensured compliance with copyright and licensing regulations when using multimedia assets in projects.Demonstrated patience, empathy, and effective communication skills to ensure a positive customer experience during technical support interactions.Contributed to the development of user guides, tutorials, and online resources to empower customers to independently troubleshoot and utilize creative software applications effectively. Show less

  • T2 Services Pro Senior Advisor

    Dec 2022 - Aug 2023

  • Media Services Billing Senior Advisor

    Nov 2022 - Dec 2022

  • Agreement Administration Senior Advisor

    Oct 2022 - Nov 2022

  • Media Services Billing Advisor

    Jan 2022 - Oct 2022

  • Apple Pay Senior Advisor

    Nov 2019 - Dec 2021

  • Apple Purchase Validation APV/ FMIP

    Oct 2018 - Nov 2019

  • Apple Pay Advisor

    Sept 2017 - Oct 2018

  • Pro Apps Advisor

    May 2016 - Sept 2017

  • iApps Advisor

    Nov 2015 - May 2016
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  The Johns Hopkins University

  May 2024 - now

  College Student, Cybersecurity & Data Analysis

  Acquiring knowledge and skills to enhance organizational security and safeguard against emerging risks and studying cybersecurity principles with a focus on SQL, Linux, and NIST frameworks. Also gaining hands-on experience in implementing and managing cybersecurity measures and developing skills to analyze and mitigate security threats and vulnerabilities.

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  BLACKSHIP GROUP LTD

  May 2024 - Jul 2024

  Shopping & Shipping Assistant

  Managed all aspects of receiving, unpacking, and inspecting incoming packages with thorough attention to detail. Efficiently repackaged items for both international and domestic shipping. Additionally, administered inventory control and package management through advanced spreadsheet tracking and meticulous record-keeping.

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  UPS Supply Chain Solutions

  Sept 2024 - Dec 2024

  Logistics Data Entry Specialist

  Responsible for accurately entering, updating, and maintaining logistics and shipping data in UPS mainframe. Ensuring smooth operation of our supply chain by ensuring all shipment information is recorded promptly and efficiently. Key responsibilities included data verification, coordinating with internal teams, and troubleshooting any discrepancies in shipping details. Maintained strong attention to detail and proficiency in data management software and utilized tools like Microsoft Excel, Outlook, Teams and EmCon2000 (E2K). Show less

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  Gainwell Technologies

  Dec 2024 - now

  Associate Help Desk Technician