Open to opportunities

Jaime Rodriguez

@jaimerodriguez1

Message

Customer Service Specialist delivering premium omnichannel technical support and KPI-driven leadership.

Colombia

Message

What I'm looking for

I’m looking for a customer support role where I can lead omnichannel teams, drive CSAT/FCR/SLA, and deliver high-stakes technical troubleshooting—while improving quality through WFM, QA auditing, and people-first coaching.

I’m a results-driven Customer Service Specialist with 13+ years of experience across global BPO operations in Technology, Gaming, E-commerce, Finance, and Healthcare. I’ve led multicultural remote teams and delivered specialized technical troubleshooting and cross-cultural communication, including professional support in Japanese and English for AAA gaming companies.

I’m strongest where omnichannel support, quality, and performance coaching come together—driving KPIs like CSAT, FCR, and SLA while building human-centric talent development. I’ve supported customers through Zendesk, Helpshift, Avaya Call Flow, CRM management, and Discord community moderation, and I also contribute by authoring training and education materials, auditing quality, and flagging critical product bugs and user friction areas to engineering and product teams.

Experience

Work history, roles, and key accomplishments

Customer Service Agent

5CA

Jan 2026 - May 2026 (4 months)

Provided front-line omnichannel customer support (email, live chat, phone, and social media) for multinational consumer electronics and e-commerce clients. Resolved complex technical issues and contributed to 95%+ CSAT through assisted training to improve first-contact resolution (FCR).

Omni Channel Support Customer Service Live Chat Email Support Phone Support Social Media Support Technical Troubleshooting FCR Assisted Training

Customer Service Agent

Preply

Aug 2024 - Dec 2024 (4 months)

Handled high-volume user inquiries on an AI-powered language marketplace, meeting platform SLA expectations. Reported critical product bugs to engineering/product and supported payment, scheduling, and student guidance while maintaining strict KPI adherence.

Customer Support SLA Management Bug Triage Product Feedback Scheduling Support Technical Troubleshooting KPI Management

Content and Discord Moderation

Teleperformance

Jan 2023 - Aug 2024 (1 year 7 months)

Performed content moderation and Discord moderation to ensure compliance with global digital industry standards and safety guidelines. Created user education materials to reduce policy violations and resolved user disputes, analyzing trends to iteratively improve moderation workflows.

Content Moderation Discord Moderation Policy Enforcement User Education Dispute Resolution Workflow Optimization Trend Analysis

Gaming Agent Support

5CA

Jan 2018 - Jul 2024 (6 years 6 months)

Delivered premium technical support for tier-1 gaming campaigns using Zendesk and Helpshift. Provided Japanese support for Epic Games and maintained KPI adherence while troubleshooting game-launch, account-security, and in-game purchase issues.

Zendesk Helpshift Technical Troubleshooting Gaming Support Japanese Language Support KPI Management in game purchases

Banquet and Restaurant Staff

Hotoku Kaikan

Oct 2016 - Oct 2017 (1 year)

Supported banquet and restaurant operations by implementing health and safety practices and maintaining the lobby/front desk for guest and staff comfort. Handled customer and staff calls and emails and managed event setup/breakdown to keep events on time.

Health and Safety Front Desk Operations Customer Service Call Handling Email Management event support

Financial Service Agent

Scotiabank

May 2016 - Aug 2016 (3 months)

Assisted Scotiabank customers in Canada by receiving phone calls and providing financial support for checking and savings accounts. Developed customer service scripts and analyzed financial statements to identify trends and variances in financial performance.

Customer Service Financial Services Banking Support Call Center Support Financial Statement Analysis Trend Analysis

Workforce Manager

Sutherland

Apr 2013 - May 2016 (3 years 1 month)

Managed workforce operations, including hourly/weekly/monthly reporting, agent scheduling, and Avaya call flow management and control. Conducted workforce demographic analysis to support improved diversity and inclusion initiatives and generated reports for the office manager.

Workforce Management (WFM)Reporting Workforce Analytics Diversity And Inclusion Documentation Preparation

Team Leader (AT&T Campaign)

Convergys

Mar 2011 - Feb 2013 (1 year 11 months)

Led and coached customer service representatives supporting AT&T clients in California and Nevada. Monitored live performance metrics to drive target achievement and minimize attrition, and ensured readiness through tool provisioning, cross-training, and troubleshooting resources.

Team Leadership Coaching Customer Service Leadership Performance Monitoring Cross Training Troubleshooting