Michelle Rodriguez

Experience

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  Teleperformance

  Aug 2011 - Jun 2014

  Advanced Technical Support

  Provided customer support over the phone for customers with technical, billing and process issues. During the last year of my time here, I worked a graveyard shift reviewing escalations, adding insight and suggestions for support paths, then assigning them to the appropriate agent to handle the case.

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  Hughes

  Jul 2014 - now

  Manager II - Community/Social

  Managing a small on and off-site team of agents focused on providing customer support to customers on social media and a community forum. Duties include gathering, analyzing and visualizing team metrics to demonstrate performance. As well as analyzing, interpreting and creating strategies with data related to the business found in social media to provide targeted feedback for executive leadership to utilize in decision-making.The managed teams are split between USA and Mexico, wherein the need for automation in both English and Spanish is extremely important. Both teams receive workflow support via automated systems to help identify the customer complaint or question and better service the customer. I developed a bilingual keyword, phrase and fuzzy match 'dictionary' using existing data from our own customer feedback in past years to ensure pin-point accuracy in analysis. Show less