RODRIGO JAMES CRUZ GAMARRA
Summary
Focused on developing myself within the field of human resource management and administrative areas by contributing innovative, creative ideas and adding value to all assigned tasks. I possess academic experience in administration and international business. I have great confidence in my social skills to achieve effective communication, work collaboratively in a team, and exhibit a high level of responsibility. Always dedicated and willing to find solutions to various challenges, be they work-related, sports-related, or in my personal life.
Overview
7
7
years of professional experience
Work History
ASSOCIATE CLIENT RELATIONS
EDGE
Lima
05.2024 - Current
- Provide support as a Claim Assistant to Mendota Insurance Company.
- Support Claim Adjusters by accurately documenting customer statement details.
- Process payments to insureds, claimants, or Lienholders based on claim adjuster's decision.
- Maximized efficiency by successfully ensuring timely delivery of notification letters to insureds and claimants, considering the respective state of the policy.
- In charge to set up different kind of inspections for insureds or claimants vehicles.
- Provide technical assistance in all tasks required by the manager.
OPERATIONS SUPERVISOR
CONCENTRIX
Lima
05.2023 - 01.2024
- Operations Supervisor at Remitly
- Supervised a team of 20 agents to ensure compliance with campaign requirements and attainment of key performance indicators (KPIs).
- Audited cases handled by each team member on a weekly basis to confirm adherence to campaign work processes.
- Delivered weekly and monthly reports on team progress to the campaign coordinator, taking into account relevant campaign indicators.
- Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.
- Maintained effective communication with RTA team for daily and weekly management projections.
- Monitored real-time changes and updates made to transactions processed by agents throughout the entire operation.
- Proficiency in handling company's platforms, including CRM, Salesforce, Slack, and Google Drive.
- Collaborated with quality analysts to streamline operation processes and ensured timely and efficient communication to the team.
- Provided guidance and coaching to team members in presenting key performance indicators and identifying opportunities for continuous improvement on a weekly basis.
CUSTOMER SERVICE ASSOCIATE
CONCENTRIX
Lima
10.2022 - 05.2023
- Provided customer service for Remitly campaign.
- Achieved customer service agent of the month recognition for three consecutive months.
- Effectively managed customer service across different channels like Voice, Chat, and Back Office in accordance with daily demands and client expectations.
- Ensured compliance with sending country's regulations regarding personal and documentary information.
- Acted as intermediary between Remitly and customer's chosen destination bank to ensure accurate and efficient money transfers.
- Conducted daily evaluation of pending transactions and transactions with error codes.
- Daily use of English to communicate effectively with customers/providers worldwide; Reviewed a wide range of presented/required documentation.
- Successfully operated a range of company-provided platforms including CRM, Salesforce, Slack, and Google Drive.
- Consistently achieved the campaign's required productivity by maintaining a record of daily worked cases for digital filing.
ADMINISTRATIVE AND DIGITAL MEDIA ASSISTANT
INMOBILIARIA JC REAL ESTATE S.A.C.
Lima
03.2022 - 04.2023
- Maintained current status of company's social media channels by regularly posting promotions for new listings, as well as updates on rented or sold properties.
- Handled the operations for A Donde Vivir and House On Line, digital real estate platforms.
- Conducted property visits to capture photos and videos for digital content production.
- Produced audiovisual content to enhance property visibility on multiple digital platforms.
- Restructured and enhanced the company's social media channels to align with management's established patterns in property publications, resulting in more engaging content for potential clients.
CUSTOMER SERVICE ASSOCIATE
TELEPERFORMANCE
Lima
05.2022 - 10.2022
- Provided customer service and retention services for AT&T Inc. telecommunications campaign.
- Answered incoming calls promptly, courteously, and professionally.
- Demonstrated product knowledge to customers by providing detailed information about products and services offered.
- Followed all security protocols when handling confidential information.
- Addressed and resolved customer concerns and prevented cancellations of mobile phone services.
- Provided customer support for task completion, including plan changes, billing amount explanations, opening new lines, portability facilitation, and resolving customer inquiries.
- Provided exceptional customer service to ensure customer satisfaction.
- Applied learned communication and behavior techniques to enhance customer service efficiency using AT&T Inc.'s digital platforms for process optimization.
ADMINISTRATIVE ASSISTANT
MEBOL S.A.C.
Lima
11.2020 - 12.2021
- Maintained accurate control of all costs and additional costs generated in exports for the Finance Department of Mebol S.A.C. and MEBOL GF S.A.C. (Stevedoring services, logistics services, transport insurance, Bill of Lading, Insur, additional costs).
- Controlled information and documentation related to the entry of raw materials and their freight for the Finance Department of MEBOL S.A.C., MEBOL GF S.A.C., and INDUSTRIAS ALIMENTARIAS S.A.C.
- Responsible for coordinating and managing tasks related to company-related properties (pending payments, signings, appraisals).
- Provided support in loading expenses into the company's ERP, such as advances, personnel expense reimbursements, promissory notes, supplier payments, and provisions for the treasury department.
- Managed and monitored checks and promissory notes distribution to suppliers.
- Organized and controlled the archive of all treasury department documentation.
ADMINISTRATIVE ASSISTANT TO THE SPORTS DEPARTMENT
MIRAFLORES MUNICIPALITY
Lima
09.2019 - 04.2020
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Provided support in the organization and administrative management of sports activities held at the "Niño Héroe Manuel Bonilla" Sports Complex.
- Assisted with the planning of special sports events.
- Managed database systems containing customer contact information.
- Controlled of all documentation for teachers and registered individuals by sports discipline.
- Developed and maintained filing systems for confidential documents and records.
- Responsible for the administration of the municipal gym (organization, cleanliness, security, and scheduling).
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
PRE-PROFESSIONAL INTERN
PERUANA DE COMBUSTIBLES S.A.
Lima
12.2017 - 06.2018
- Provided support preparing, managing, and reviewing memorandums for the operational and administrative staff of Peruana de Estaciones, based on the Internal Work Regulations.
- Provided support in monitoring the attendance of plant and service station personnel.
- Assisted in the preparation of reports, presentations, and other materials for senior management.
- Was in charge to all data entry related to requested vacancies for the company on job boards and professional networks.
- Coordinated and schedule interview dates and times with applicants.
- Provides technical assistance updating the existing Organizational Manual (MOF) and creating new positions.
- Delivered personnel files for proper entry into the system.
- Supported the compensation team with any administrative procedures within the department.
Education
Bachelor's Degree - Business Administration
Universidad San Ignacio De Loyola
Lima, Peru07-2020
Bachelor's Degree - International Business
San Ignacio University
Miami, United States Of America07-2020
Skills
- Proficient in Microsoft Excel
- Salesforce and CRM proficiency
- Google Workspace tools
- Power BI, basic knowledge
- Leadership/communication skills
- Teamwork and Collaboration
- Responsible
- Proactive Support
- Ability to work under pressure
- Strong empathy
- Customer Relations
- Effective Communication
- Adaptability
LANGUAGES
Spanish
First Language
English
Advanced (C1)
C1
Affiliations
- Currently participating in the Metropolitan Basketball League of Lima and the Peruvian basketball league with Lions Sports Club.
Accomplishments
- Qualified athlete, National Basketball Team U15, U16, U17, with participation in two South American championships and national tournaments.
- Metropolitan Champion of University Basketball with the University San Ignacio de Loyola, 2018.
- Third place in the National University Basketball Championship, 2018.
- National University 3x3 Basketball Champion with the University San Ignacio de Loyola, 2022.
- Two time Championship in the Metropolitan Basketball League of Lima, 2013 and 2022.
- Championship of the Peruvian basketball league, Yura Cup, 2023.
CERTIFICATIONS
- Project Management with Agile Methodologies and Lean Approaches by the Digital Training Program of Fundación Telefónica, 2020.
- Global Leadership Skills by San Ignacio de Loyola University, 2018.
Timeline
ASSOCIATE CLIENT RELATIONS
EDGE
05.2024 - Current
OPERATIONS SUPERVISOR
CONCENTRIX
05.2023 - 01.2024
CUSTOMER SERVICE ASSOCIATE
CONCENTRIX
10.2022 - 05.2023
CUSTOMER SERVICE ASSOCIATE
TELEPERFORMANCE
05.2022 - 10.2022
ADMINISTRATIVE AND DIGITAL MEDIA ASSISTANT
INMOBILIARIA JC REAL ESTATE S.A.C.
03.2022 - 04.2023
ADMINISTRATIVE ASSISTANT
MEBOL S.A.C.
11.2020 - 12.2021
ADMINISTRATIVE ASSISTANT TO THE SPORTS DEPARTMENT
MIRAFLORES MUNICIPALITY
09.2019 - 04.2020
PRE-PROFESSIONAL INTERN
PERUANA DE COMBUSTIBLES S.A.
12.2017 - 06.2018
Bachelor's Degree - Business Administration
Universidad San Ignacio De Loyola
Bachelor's Degree - International Business
San Ignacio University
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