Bernardo Santos Rodriguez
Juarez,chihuahua
Summary
Dynamic professional with a proven track record at ACS, blending analytical and critical thinking with exceptional customer relations skills. Spearheaded initiatives that significantly enhanced efficiency and customer satisfaction, evidenced by a notable increase in customer scores.
Overview
2025
2025
years of professional experience
Work History
Profesional Tattoo Artist
Own
Cd. Juarez Chihuahua
06.2010 - Current
- Consulted with clients to discuss desired tattoo designs and placement.
- Cleaned and sterilized equipment before and after each client.
- Applied tattoos according to instructions provided by clients, professional.
Operations Workforce Manager
ACS
Juarez
04.2017 - 03.2024
- Seasoned local workforce manager proficient in overseeing the production floor, adept at detecting areas of opportunity, and formulating actionable plans for improvement. Collaborated closely with production floor, training, and recruiting managers to ensure adequate workforce alignment with call volume fluctuations. Utilized KPI metrics analysis to identify areas for enhancement and spearheaded cross-functional initiatives to address them. reduction in call wait times by optimizing staffing levels during peak hours. Implemented targeted training programs to improve first-call resolution rates,increase in customer satisfaction scores. Effective communicator and team leader, skilled in fostering collaboration and driving results-oriented action plans to meet and exceed organizational goals."
Workforce Analyst
ACS
Juarez
07.2010 - 02.2012
- Detail-oriented workforce analyst with expertise in data analysis, forecasting, and resource optimization. Skilled in utilizing workforce management software to analyze trends, develop staffing strategies, and ensure alignment with operational goals. Proficient in generating insightful reports and recommendations to drive decision-making processes and enhance efficiency. Collaborative team player with strong communication skills and a passion for continuous improvement."
Supervisor of Operations
ACS
Juarez
06.2008 - 08.2010
- "As a Customer Service Floor Supervisor, I oversee the day-to-day operations of the customer service team, ensuring smooth workflow and exceptional service delivery. I provide guidance and support to frontline representatives, assisting them with complex inquiries and escalations. My responsibilities include monitoring performance metrics, conducting coaching sessions, and facilitating training programs to enhance team productivity and customer satisfaction. Additionally, I serve as a point of contact for team members, addressing concerns and fostering a positive work environment.
Customer Carre Representative
ACS
Juarez
06.2006 - 05.2008
- "A Customer Service Representative assists customers with inquiries, resolves issues, and provides support via phone, email, or chat. They possess strong communication skills and a customer-focused mindset to ensure a positive experience for clients.
Quality Analyst
ACS
Juarez
- As a Quality Analyst for Customer Care Service, I meticulously assess and evaluate the quality of customer interactions to ensure adherence to established service standards and procedures. Using advanced quality monitoring tools and techniques, I analyze customer calls, emails, and chats to identify areas for improvement and provide constructive feedback to frontline representatives. My role involves developing and implementing quality assurance processes, conducting regular audits, and generating detailed reports to track performance metrics and trends.
Education
High School Diploma -
Preparatoria Iberoamericana
Cd.juarez Chihuahua07-2001
Business Administration
Six Sigma Black Belt Certification
ACSSkills
- Customer Relations
- Appointment Scheduling
- Organization
- Punctuality
- Ethical and honest
- Responsible and Adaptable
- Great listener
- Analytical and Critical Thinking
Accomplishments
Won several prices as a tattoo artist in a couple tattoo conventions always getting recognition for my dedication professionalism.
In the customer care business I got recognize several times for being very efficient and professional, even
the QA department suggested some of my calls to be use in training like examples for new agents.
Got offered varies times to be promoted to QA analyst and Floor Supervisor.
Timeline
Operations Workforce Manager
ACS
04.2017 - 03.2024
Workforce Analyst
ACS
07.2010 - 02.2012
Profesional Tattoo Artist
Own
06.2010 - Current
Supervisor of Operations
ACS
06.2008 - 08.2010
Customer Carre Representative
ACS
06.2006 - 05.2008
Quality Analyst
ACS
High School Diploma -
Preparatoria Iberoamericana
Business Administration
Six Sigma Black Belt Certification
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