Willie Rodriguez

Experience

• 

  Major League Baseball

  Feb 2014 - now

  Strategic planning with product managers and engineers for the implementation of a stand-alone tool for the customer service team to assist customers. Implemented daily conferences and several support queues with vendors to ensure effectiveness. Curated different groups to help facilitate response efficiency through a collaborative partnership between vendor and client. Delivered insight to both the mobile and customer service teams by analyzing and reporting trends. Provided app support, app store review analysis, and created daily reports for SVPs. Assisted with the managing of social media support channels. Heavily involved in training and updating training materials when needed to our vendor. Also, monitored performance for coaching and development opportunities. A vital member to the corporate customer service team assisting with product management and the call center environment to ensure complete partner support. Traveled as needed for ultimate productivity and to monitor call center progress. Analyzed and monitored KPI's for day to day as well as big events such as Wrestlemania, MLB Opening Day, and Game of Thrones. Created and updated training materials and monitored quality assurance calls.

  • Senior Manager, Customer Experience

    Jan 2020 - now

  • Mobile, CS Manager

    May 2018 - Jan 2020

  • Coordinator, Partner Solutions

    Feb 2014 - May 2018