Vanessa Rodriguez
@vanessarodriguez2
Senior analyst focused on porting, activations, and credit risk—turning high-volume data into faster resolutions and stronger customer outcomes.
United StatesWhat I'm looking for
I’m a Senior Analyst managing the end-to-end lifecycle of porting requests and activations, keeping execution accurate and on time while minimizing service disruption. I process an average of 150 porting and activation requests per week with 100% accuracy, and I resolve escalated issues that other support teams couldn’t finish—reducing resolution time by 66% to 75% and improving customer satisfaction. I also perform comprehensive financial analysis and credit assessment for 50+ new accounts and requests weekly, delivering data-driven recommendations that influence credit policy and optimize customer eligibility.
Before moving into analytics, I built a strong customer-service foundation as a Senior Representative and retention specialist, where I managed high-risk, high-value cases using advanced de-escalation to protect loyalty. I maintained strong First Call Resolution and retention outcomes, including saving 75% of customer accounts monthly, while serving as a primary mentor and Floor Support leader for junior representatives. I’ve also contributed directly to training, service flow improvements, service calibrations, and center alignment—earning recognition as Top Senior Representative (Tampa market) and receiving awards for leading results across all quarters.
Experience
Work history, roles, and key accomplishments
Managed the end-to-end lifecycle of mobile number porting and activations, processing ~150 requests per week with 100% accuracy. Resolved complex escalations and completed weekly credit analysis for 50+ accounts, reducing average resolution time by 66–75% while mitigating service disruption.
Managed high-risk, high-value customer escalations using de-escalation strategies to protect loyalty and improve First Call Resolution (FCR). Led retention strategies, saving 75% of customer accounts monthly, and mentored junior representatives through coaching and training to improve complex problem-solving.
Coached new representatives on call-handling techniques, work tools, and performance goals to accelerate First Call Resolution. Provided on-the-spot feedback and led training sessions focused on confidence and independent success on the floor.
Gathered customer information for quick problem solving, using empathy to address concerns and defuse volatile situations. Educated and assisted customers with billing questions while ensuring accurate, timely support.
Shift Supervisor
CVS
Mar 2014 - Jul 2014 (4 months)
Opened and closed the store, including counting cash drawers and making bank deposits. Managed damaged item processing, unload truck operations, pricing changes, and customer issue resolution while motivating the team and driving sales.
Leader on Duty
JCPenney
Apr 2013 - Mar 2014 (11 months)
Addressed customer inquiries and resolved complaints across multiple departments while reorganizing the sales floor to meet company demands. Stocked and restocked inventory from received shipments and delivered consistent, customer-first service.
Managed high call volume (800+ calls per day) with tact and professionalism while meeting company targets in each review period. Suggested alternate spellings/locations/listing formats when details were missing and calmly resolved volatile customer situations.
Education
Degrees, certifications, and relevant coursework
H.C. Wilcox Technical High School
Diploma, Computer Technology
1996 - 2000
Completed a Computer Technology diploma program at H.C. Wilcox Technical High School (1996–2000).
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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