Michael Tejeda Rodríguez
San Juan
Summary
Customer Care Manager and IT Project Coordinator with expertise in process improvement and team leadership. Enhanced customer engagement initiatives and streamlined call center operations, consistently meeting key performance indicators. Skilled in mentoring staff and promoting inter-department collaboration, utilizing strong problem-solving abilities to drive efficiency and satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Care Manager / IT Project Coordinator
Evertec
San Juan, Puerto Rico
06.2022 - Current
- Collaborated with other departments to ensure customers' needs were met promptly and accurately.
- Designed initiatives aimed at increasing customer engagement with the company's services or products.
- Evaluated existing processes and procedures for efficiency improvements.
- Provided training to new customer care staff members.
- Analyzed customer feedback to identify trends and areas for improvement.
- Documented all interactions between customers and personnel in order to track progress.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Maintained project schedules by managing deadlines and adjusting workflow.
Call Center Operations Supervisor
Evertec
San Juan, Puerto Rico
03.2021 - 06.2022
- Trained new employees on company policies related to call center operations.
- Reviewed daily metrics related to call center operations such as average wait times, first contact resolution rates.
- Assisted in identifying areas where process improvements could be made to increase efficiency and effectiveness of call center operations.
- Implemented strategies to achieve and exceed key performance indicators (KPIs) for call center operations.
- Monitored call center operations on a daily basis in order to ensure that all calls are handled promptly and professionally by agents.
IT Help Desk Lead
Evertec
San Juan, Puerto Rico
05.2020 - 05.2021
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked with cross-functional teams to achieve goals.
- Utilized various software and tools to streamline processes and optimize performance.
Education
Bachelor of Administration - Management
Universidad of Puerto Rico in Carolina
Carolina Puerto Rico07-2016
Skills
Customer relationship management
- Process improvement
- Call center operations
- Project coordination
- Team leadership
- Training and development
- Time management
- Problem solving
- Inter-department collaboration
- Customer relations
- Mentoring and coaching
- Cross-functional collaboration
- Decision-making
Certification
- Lean Six Sigma Yellow Belt
- PMI Certification In Course
Languages
Spanish
First Language
English
Advanced (C1)
C1
Timeline
Customer Care Manager / IT Project Coordinator
Evertec
06.2022 - Current
Call Center Operations Supervisor
Evertec
03.2021 - 06.2022
IT Help Desk Lead
Evertec
05.2020 - 05.2021
Bachelor of Administration - Management
Universidad of Puerto Rico in Carolina
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