• Miami, FL

Luis Fernando Rojas

Customer Care Specialist




Aug 2011 - Dec 2015
Florida International University

Double Major: International Business and Management

GPA 3.1/4.0




Fluent in English and Spanish.

Customer Relations

Relevant experience in problem solving and critical decision making in customer interactions.

Technologically Proficient

Skilled in advanced software and hardware usage and understanding.

Work History

Work experience

Billing Specialist

Jan 2014 - Dec 2014
Crystone LLC
  • ┬áBilling Specialist Collaborated closely with the team stationed in Sweden to increase Customer Satisfaction above 80%.
  • Assessed restoration of hundreds of websites affected by hacker attacks.
  • Handled credit card and personal information for over 50, 000 accounts.
  • Helped thousands of customers with account, billing, and technical problems to significantly reduce churn.
  • Performed unsupervised work for a total of 16 hours a week.

Lead Agent

Oct 2012 - Apr 2014
SMS International Shore Ops
  • Lead Agent Supervised the work of 5-10 check-in agents.
  • Worked in a team of over 80 agents and catered services to more than 3 cruise lines.
  • Interacted with hundreds of guests daily to perform the duties of check-in, disembarking, and boarding.
  • Routinely worked with Customs and Border Patrol to resolve issues related to citizenship and visas.
  • Performed over 50 check-in transactions per shift.

Pier Agent

Feb 2012 - Oct 2012
Royal Caribbean Cruises

Team Member

Aug 2011 - Dec 2011
Toys 'R' Us
  • ┬áSeasonal Team Member Duties of assisting, selling to, and guiding customers.
  • Required to sell Buyer Protection Plans.
  • Assigned to cashier duties when needed.