Paola Rodriguez

• Provided high-quality support to U.S. customers via voice channel, resolving billing inquiries and negotiating offers.
• Utilized effective questioning and active listening to identify needs, upsell relevant services, and retain clients.
• Helped increase customer satisfaction scores and improved account values through consistent sales and resolution.
• Managed over 30 interactions per day

• Delivered travel support services to international customers via multiple channels, resolving complaints and inquiries.
• Resolved an average of 30+ calls per day with a 95% CSAT score.

Junior Analyst – WFM (2022–2023) & Real-Time Analyst (2020–2022)

• Analyzed historical volume data and built forecasts to align with staffing needs.
• Improved adherence by 12% through real-time schedule adjustments.
• Managed live operations and adjusted schedules dynamically to meet
• Mentored junior analysts on best practices in workforce management analytics techniques.
• Designed forecasting models to predict future workforce requirements based on historical data and trend analysis.

• Handled system, billing, and account-related calls with high accuracy and empathy.
• Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
• Maintained levels of customer satisfaction over 92% through empathetic listening, timely problem resolution, and personalized attention.