Open to opportunities

Rodolfo Fiodor Pierre Perez

@rodolfofiodorpierrep

Message

Bilingual Operations Specialist improving lead flow, tickets, and logistics outcomes.

Dominican Republic

Message

What I'm looking for

I’m looking for an operations or support role where I can drive ticket accuracy, SLA compliance, and high-quality lead follow-up using Salesforce and SOP-driven workflows, in a remote or hybrid team that values measurable results.

I’m a bilingual Operations Specialist with 8+ years of experience supporting inside sales, dispatching, and CRM-driven workflows. I’ve consistently qualified inbound leads, scheduled appointments, and coordinated outbound follow-up while maintaining 95%+ quality scores in remote environments.

In customer and technical support roles, I’ve improved ticket resolution accuracy and SLA performance by creating and transferring service tickets through Salesforce, Asana, and Intercom, then driving structured follow-up on unresolved cases. I’m experienced in qualifying inbound requests, processing warranty/service claims, and documenting interactions to keep schedules and outcomes on track.

I’ve also delivered measurable results through data accuracy and proactive troubleshooting—reaching 98%+ quality accuracy, 99% schedule adherence, and 100% shipment verification accuracy by diagnosing complex delivery issues and coordinating corrective actions with logistics partners. In technical support, I exceeded AHT targets and maintained zero audit errors for demographic and medical record entry work.

Earlier in my career as a Dispatch Manager, I optimized U.S. trucking logistics schedules, prioritized high-urgency requests, and led process standardization by creating SOPs and training materials for a team of 30+ staff. I’m motivated by clear procedures, high accountability, and using tools like Salesforce and Gorgias to improve customer outcomes at scale.

Experience

Work history, roles, and key accomplishments

Current

Support Specialist

Current

Thryv

Jul 2025 - Present (10 months)

Improved service ticket resolution accuracy to 90%+ by creating and transferring cases through Salesforce, Asana, and Intercom with structured follow-up on unresolved issues. Maintained SLA compliance and 90%+ quality scores by escalating issues to the correct teams via Asana.

Salesforce Asana Intercom SLA Quality Assurance

Customer Support Specialist

Swaddles Baby

Sep 2023 - Jul 2025 (1 year 10 months)

Achieved 98% quality accuracy by qualifying inbound leads and processing warranty/service claims using Gorgias and Shopify, gathering documentation to ensure timely resolution. Maintained 99% schedule adherence by documenting customer interactions and processing claim invoices to identify recurring service trends.

Gorgias Shopify Lead Qualification Invoice Processing Customer Support

Technical Support

XPLOY Solutions

Oct 2022 - Aug 2023 (10 months)

Delivered 97% quality score and exceeded AHT targets by resolving technical challenges and product inquiries using Salesforce CRM. Maintained 100% data accuracy by entering demographic and medical records with zero audit errors for PROMEDICAL EAST.

Salesforce Technical Support Troubleshooting AHT Quality Assurance

Dispatch Manager

MGR Dispatch

May 2018 - Sep 2022 (4 years 4 months)

Optimized U.S. trucking logistics schedules by prioritizing high-urgency requests and coordinating proactively with drivers and carriers. Drove 20% revenue growth by creating SOPs and training materials that standardized workflows across a 30+ person team.

Dispatching Trucking Scheduling Carrier Driver Communication Process Standardization Operations Coordination

Customer Service Specialist

BlueShield of California

Jul 2013 - Aug 2015 (2 years 1 month)

Achieved 95% quality score and met AHT requirements by qualifying inbound calls on medical claims and routing each case to the appropriate resolution path. Maintained 98% compliance adherence by explaining policy details and pharmacy benefits to resolve member complaints and reduce escalations.

Quality Assurance AHT Compliance Policies Customer Support