Rodrigo Suárez
CUSTOMER SERVICE SPECIALIST
Guatemala City,GU
Summary
Dynamic and results-driven professional with over 8 years of experience in delivering exceptional service in fast-paced, customer-centric environments. Proven track record of handling high-level escalations, time-sensitive issues, and team collaboration.
Overview
8
8
years of professional experience
Work History
Senior Logistics Coordinator
Lean Solutions Group
04.2022 - Current
- Coordinated logistics operations by managing communication between clients, drivers, and third-party vendors.
- Handled complex claims and insurance issues, ensuring timely documentation and resolution.
- Maintained detailed shipment, invoice, and customer records in internal systems.
- Acted as a key liaison for client concerns, offering proactive support and updates on ongoing cases.
Customer Quality Specialist
Advanced Call Center Technologies LLC
04.2017 - 07.2021
- Reviewed live and recorded customer interactions to assess quality standards and compliance.
- Managed escalated customer concerns by coordinating across departments to ensure timely and effective resolution.
- Conducted root-cause analysis to identify process inefficiencies and provided actionable feedback to improve service delivery.
- Generated quality reports and contributed to optimizing team performance.
- Communicated directly with clients to resolve sensitive issues, ensuring high satisfaction rates.
Education
Associate of Arts - Law
Universidad De San Carlos De Guatemala
Guatemala City, Guatemala 05.2001 -
Master of Arts - Human Resources Management
Universidad De San Carlos De Guatemala
Guatemala City, Guatemala 05.2001 -
Bachelor of Arts - Tourism Management
Universidad De San Carlos De Guatemala
Guatemala 05.2001 -
Skills
- Customer Relationship Management
- Team Collaboration & Mentoring
- Technical Proficiency & Quality Analysis
- Zendesk (Basic Knowledge – Familiarity with Ticketing Systems)
- Advanced Computer & Reporting Skills
- Microsoft Office Suite (Word, Excel, OneDrive, Outlook)
- Spanish (Native) English (C2)
- Advanced English (EF SET Certified)
- Conflict Resolution & Escalation Handling
- Customer Relationship Management
Timeline
Senior Logistics Coordinator
Lean Solutions Group
04.2022 - Current
Customer Quality Specialist
Advanced Call Center Technologies LLC
04.2017 - 07.2021
Associate of Arts - Law
Universidad De San Carlos De Guatemala
05.2001 -
Master of Arts - Human Resources Management
Universidad De San Carlos De Guatemala
05.2001 -
Bachelor of Arts - Tourism Management
Universidad De San Carlos De Guatemala
05.2001 -
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