Michelle Rodriguez

Bilingual customer service professional (Spanish / English B2+) with direct experience handling inbound and outbound calls, documenting interactions in CRM systems, and consistently meeting quality and productivity KPIs.

Background includes phone-based support at Convergys and The Results Company, store supervision, content moderation at Accenture, and 3+ years of compliance-driven operations at Intel. Familiar with Microsoft Office, experienced following SOPs and quality guidelines, and quick to adapt to new systems and procedures.

Content Moderator at Accenture (Rapid Start) (2025-10 – Present)

• Handles high-volume customer interactions daily, documenting decisions accurately in internal tracking systems while meeting strict quality and productivity KPIs.
• Follows established SOPs, quality guidelines, and compliance procedures without exception, adapting quickly to policy updates.
• Resolves cases with attention to detail and proper escalation to the correct team when needed.

Manufacturing & Quality Control Technician at Intel Corporation (2021-06 – 2024-11)

• Complied with quality management procedures and maintained detailed, audit-ready records across all operational cycles.
• Reported discrepancies and collaborated cross-functionally to resolve issues and maintain compliance standards.

Store Supervisor at Universo Infantil KZ (KidZania) (2019-09 – 2020-04)

• Managed customer service operations, resolved complaints, coordinated staff, and maintained administrative documentation.

Customer Service Representative at Convergys (2017-05 – 2017-10)

• Handled inbound and outbound calls, validated customer accounts, and documented all interactions in CRM accurately.
• Resolved account inquiries and processed requests following SLA timelines, consistently meeting daily KPIs for quality and response time.

Customer Support Agent at The Results Company (2015-06 – 2015-09)

• Provided phone-based Tier 1 customer support — logging all contacts in CRM and following escalation protocols for first-contact resolution.

Technical Degree in Databases – Universidad Politécnica Internacional (2025)

High School Diploma – Liceo de Heredia (2012)