Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rafael E Diaz Dones

Toa Alta

Summary

Dynamic and dedicated customer service professional with extensive experience in the call center industry, recognized for an exceptional ability to establish rapport and foster strong relationships with clients. A solid team player known for an outgoing, positive demeanor and a commitment to maintaining high levels of customer satisfaction. Expertise includes quality assurance, process optimization, and efficiency enhancement, driving both individual and organizational success. Articulate and results-oriented, passionate about cultivating partnerships that contribute to business growth and overall success.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Telecontacto
04.2025 - Current
  • Identified and resolved discrepancies and errors in customer accounts.
  • Responded proactively and positively to rapid change.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Sought ways to improve processes and services provided.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.

Produce Clerk

Amigos
05.2024 - 05.2025
  • Monitored and maintained the quality and freshness of produce, following established guidelines.
  • Assisted customers with product selection and answered questions about storage and preparation.
  • Restocked and organized produce displays to enhance the overall shopping experience.
  • Made food according to standard recipes with requested changes for customer satisfaction.
  • Responded to telephone inquiries regarding available products and services and helped customers make appropriate choices.
  • Delivered exemplary customer service to guests, even in peak business periods to promote retention.
  • Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
  • Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
  • Listened to customer requests and suggested additional menu items as appropriate to upsell products.
  • Maintained clean, trash-free workspaces to maximize productivity and safety.
  • Greeted customers at counter to fulfill requests and answer questions.
  • Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments, and garnishes.
  • Learned other teammates' work tasks to train as backup.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
  • Operated cash register to manage cash and credit card transactions, providing receipts for proof of transaction.

Customer Service Representative

Optum
08.2023 - 05.2024
  • Provided personalized support to members, addressing inquiries related to prescriptions, insurance, and account details.
  • Resolved issues efficiently and effectively, ensuring compliance with company policies and federal regulations.

Assembler

El-Com system
10.2021 - 08.2023
  • Assembled and tested electronic systems and components, adhering to quality assurance standards and technical specifications.
  • Cut and prepared wiring for assembly processes, ensuring accuracy and compliance with safety guidelines.
  • Collaborated with engineering and production teams to optimize assembly procedures and improve efficiency.

Customer Service Representative

Cutco
07.2021 - 10.2021
  • Assisted customers with product inquiries, ensuring they received comprehensive information about product features and benefits.
  • Processed orders and provided after-sales support, fostering long-term customer satisfaction and retention.
  • Coordinated with team members to meet sales targets and deliver superior customer service.

Promotor

Buena Vibra
01.2018 - 10.2021
  • Collaborated with marketing teams to develop promotional campaigns and materials, ensuring alignment with client goals and branding guidelines.
  • Organized and participated in promotional events to increase brand visibility and engage target audiences.
  • Maintained professional relationships with clients and stakeholders, delivering consistent, high-quality service.

Service Clerk/Maintenance

Supermax
01.2018 - 10.2021
  • Delivered exceptional customer service by addressing inquiries, resolving issues, and providing assistance in a fast-paced retail environment.
  • Maintained a clean and organized work area, contributing to a positive customer shopping experience.

Education

Diploma -

Antilles High School
05.2016

Graphic Design - undefined

Liceo technologia y arte
06.2022

Technology Of Electronic Engineering - undefined

UPR Bayamón
08.2021

Skills

  • Exceptional customer service and interpersonal skills
  • Proficient in Microsoft Office Applications
  • Strong organizational, multitasking, and time-management abilities
  • Experience with assembly, wiring, and quality control in technical environments
  • Fluent in Spanish and English
  • Adaptability and flexibility
  • Multi-line telephone operations
  • Multi-task management
  • Documentation
  • Account management
  • Creative problem solving

Timeline

Customer Service Representative

Telecontacto
04.2025 - Current

Produce Clerk

Amigos
05.2024 - 05.2025

Customer Service Representative

Optum
08.2023 - 05.2024

Assembler

El-Com system
10.2021 - 08.2023

Customer Service Representative

Cutco
07.2021 - 10.2021

Promotor

Buena Vibra
01.2018 - 10.2021

Service Clerk/Maintenance

Supermax
01.2018 - 10.2021

Graphic Design - undefined

Liceo technologia y arte

Technology Of Electronic Engineering - undefined

UPR Bayamón

Diploma -

Antilles High School

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Rafael E Diaz Dones