Frederich Schmidt Rodríguez

• Collaborated with peers to measure ongoing process performance, enacting changes based on historical data.
• Supervised meetings to maintain interdisciplinary communication of process weaknesses and performance.
• Oversaw change management duties during new business process onboarding, reducing productivity interruptions.
• Generated monthly metric reports, interpreted results, and developed processes and solutions.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Was trained as an underwriter handling insurance policies, requirements, and different processes, most of which are back-office duties.
• After a couple of years, was promoted as a supervisor to be responsible for the chats insurance agents.

• Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
• Greeted customers warmly to set the tone of customer experience and provide a welcoming and friendly atmosphere.
• Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
• Communicated with clients and customers to gather, provide, and share updated information on products and services.

Was contracted to develop the build-out process of the first office open from Genesis PURE in Latin America. After that, was hired as an office manager overseeing the product inventory, sales, payments, etc. Also, was supervising 2 customer service agents and the bilingual receptionist.