SEBASTIAN RODRIGUEZ
Balaclava,Australia
Summary
Results-driven professional with over 9 years of experience in customer service, operations, and management across hospitality, call centers, education consultancy, and entrepreneurship. Adept at building strong relationships, resolving complex issues, and optimizing processes to drive business success. A proven leader with a strong ability to adapt, improve efficiency, and enhance customer experience in fast-paced environments. I strongly believe that successful businesses are built on understanding and valuing people—customers, teams, and stakeholders alike. Passionate about leveraging interpersonal skills and data-driven strategies to foster business growth and operational excellence.
Overview
10
10
years of professional experience
Work History
Founder & Operations Manager
Bike Flash
Melbourne, Australia
01.2023 - Current
- Company Overview: Founded and managed a short-term e-bike rental business catering to gig economy workers (Uber Eats, DoorDash, etc.)
- Founded and managed a short-term e-bike rental business catering to gig economy workers (Uber Eats, DoorDash, etc.)
- Scaled operations from 1 to 5 electric bikes, optimizing pricing models and rental structures based on customer needs
- Developed theft prevention measures, including GPS tracking and security deposits, ensuring asset protection
- Managed customer service, maintenance, and logistics, ensuring high bike availability and user satisfaction
- Built a loyal customer base by providing personalized service, understanding individual needs, and offering flexible rental solutions
- Founded and managed a short-term e-bike rental business catering to gig economy workers (Uber Eats, DoorDash, etc.)
Floor & Bar Manager
Si Senor Restaurant
01.2018 - Current
- Manage daily floor operations, leading a team of 7+ staff to ensure seamless service and customer satisfaction
- Train and mentor staff on service excellence, sales techniques, and operational efficiency, fostering a customer-first mindset
- Implement process improvements, reducing staffing costs by 30% while maintaining high service standards
- Resolve customer complaints effectively, ensuring high levels of satisfaction, repeat business, and positive word-of-mouth marketing
- Develop and execute promotional strategies, including 'Happy Hour' specials, increasing sales by 20% through customer engagement
- Oversee inventory management, POS system accuracy, and financial integrity, ensuring smooth operations
- Build long-term relationships with regular customers, enhancing loyalty and retention
Education Consultancy Intern
VETA Education Consultancy
04.2018 - 07.2018
- Assisted international students with administrative processes, visa applications, and onboarding
- Provided guidance on setting up bank accounts, job applications, and navigating life in a new country, ensuring smooth transitions
- Supported marketing campaigns and event promotions to enhance student engagement
- Strengthened relationships with students, ensuring they felt supported and valued throughout their educational journey
Customer Support & Call Center Specialist
AT&T, Comcast, CallZilla
01.2015 - 12.2017
- Provided high-quality customer service, handling billing, troubleshooting, and technical support for major telecom companies
- Managed high volumes of inbound/outbound calls, consistently exceeding KPIs in performance and resolution time
- Resolved complex customer issues, improving satisfaction, retention, and long-term brand loyalty
- Mentored and coached junior team members, increasing team efficiency and adherence to service standards
- Identified and implemented process improvements, optimizing call resolution times and workflow efficiency
- Developed a strong understanding of customer behavior and pain points, using insights to improve service delivery
Education
Bachelor of Business & Management -
Kaplan Business School
Melbourne, VIC01.2020
International Baccalaureate Bilingual Diploma -
International School of Bogota
Bogota, Colombia01.2015
Skills
- Client Relationship Management
- Effective Team Leadership
- Mentorship
- Team Training Programs
- Workflow Improvement Strategies
- Sales Strategy
- Business Development
- Client Loyalty Development
- Dispute Management
- Negotiation
- Performance Analysis
- Reporting
- Project Management
- Effective Stock Control
- Data-Driven Decision Making
- Marketing
- Promotions
- Client Engagement
- Technical Support
- Troubleshooting
Additional Information
Fluent in English & Spanish, Strong adaptability in diverse work environments, Passion for fostering meaningful customer and business relationships
Timeline
Founder & Operations Manager
Bike Flash
01.2023 - Current
Education Consultancy Intern
VETA Education Consultancy
04.2018 - 07.2018
Floor & Bar Manager
Si Senor Restaurant
01.2018 - Current
Customer Support & Call Center Specialist
AT&T, Comcast, CallZilla
01.2015 - 12.2017
Bachelor of Business & Management -
Kaplan Business School
International Baccalaureate Bilingual Diploma -
International School of Bogota
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