Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic
Andrew Edelman

Andrew Edelman

West Palm Beach

Summary

Highly motivated customer support specialist with extensive experience in providing exceptional service to SaaS clients and resolving complex technical issues. Adept at improving internal processes, reducing response times, and enhancing customer satisfaction. Proven track record of collaboration across teams, effectively driving product improvements and optimizing customer self-service resources.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Support Specialist

Tropic
Remote
10.2024 - Current
  • Delivered exceptional customer experiences by consistently exceeding SLAs, contributing to a 98% CSAT score.
  • Optimized email support processes, reducing first reply time to under 2 hours and boosting customer engagement.
  • Diagnosed and resolved complex SaaS integration, cloud infrastructure, and API issues; partnered with Engineering to escalate bugs and drive timely fixes.
  • Authored and maintained internal documentation and external help articles, decreasing repetitive inquiries and enabling customer self-service.
  • Provided first-line consultative support to customers and internal teams, reducing escalations to Services and accelerating customer time-to-value.
  • Acted as a liaison between Level 1 and Level 2 Support, proactively surfacing bugs, UI inconsistencies, and integration issues to Product and Engineering to improve platform stability.

Customer Support Specialist

Calendly
West Palm Beach
04.2024 - Current
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Utilized Zendesk to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Contributed to product manuals and help sections, making it easier for customers to find solutions independently.
  • Achieved a 96.5% cumulative average QA score throughout tenure.
  • Achieved a 95% cumulative average CSAT score throughout tenure.

Technical Support Representative

ApparelMagic
West Palm Beach
02.2022 - 01.2024
  • Achieved an average 95% client satisfaction score.
  • Managed Tier 1 and Tier 2 inbound support queries efficiently through phone, email, and chat channels.
  • Conducted comprehensive live webinars to deliver training sessions for clients, ensuring a thorough understanding of software functionalities.
  • Provided personalized, one-on-one training sessions with individual clients to enhance their understanding of the software and consulted on best practices for optimizing business operations.
  • Developed and produced educational materials, including video trainings and knowledge base documentation, to facilitate client learning and self-help resources.
  • Collaborated cross-functionally with the sales department to identify potential upsell opportunities and enhance client satisfaction.
  • Used Postman to diagnose API errors, ensuring quick resolutions for users experiencing authentication or rate limit issues.
  • Created and maintained internal documentation of common API errors and troubleshooting processes, reducing response times.
  • Facilitated smooth communication between customers and engineering teams, ensuring timely bug fixes and customer satisfaction.

Sales Development Representative

Playbook Media / GrowTal
11.2021 - 01.2022
  • Performed effectively in a self-directed work environment, managing day-to-day operations and decisions.
  • Engaged in business-to-business sales, excelling in prospecting and territory management.
  • Identified new business opportunities through cold calling, networking, marketing, and prospective database leads.
  • Developed advanced understanding of products and services to respond to customer objections and competitive questions.

Marketing Intern

3dcart
10.2019 - 02.2020
  • Built, implemented and updated effective SEO strategies.
  • Analyzed competitor pages to locate backlink and keyword opportunities.
  • Administered marketing calendar and posted new content to coincide with new product and service releases.
  • Discussed SEO needs and optimized strategies for short- and long-term campaigns.

Junior Marketing Manager

ShipMonk
08.2018 - 04.2019
  • Developed online marketing strategies focused on SEO, social media, and viral campaigns.
  • Conducted market research to analyze the latest trends and create effective strategies.
  • Produced original content for blogs, emails, and social media campaigns.
  • Boosted reach by managing digital content, scheduling, and maintaining social media presence.

Product Photographer (Freelancer)

Self-employeed
Boca Raton
10.2017 - 07.2018
  • Managed photo shoots, overseeing lighting, composition, and styling to produce high-quality images for print and online distribution.
  • Executed advanced image processing techniques and secured client approval for final selections.
  • Completed photography projects for J. Kodner Galleries and created mobile/web-optimized images for E-Commerce at Starburst Technologies.

Assistant Director of E-Commerce

Starburst Technologies
10.2017 - 05.2018
  • Managed the construction of an E-Commerce storefront, focusing on customer service and operational efficiency.
  • Responded to customer requests, handled financial tracking, and optimized social media marketing.
  • Implemented a Zendesk ticketing system for managing customer inquiries, boosting customer service efficiency.

Education

Bachelor of Science - Business Administration

University of Florida
Gainesville, FL
08.2025

Associate of Arts - Business Administration

Palm Beach State College
Boca Raton, FL
12.2022

Bachelor of Science - Business Administration

Florida Atlantic University
Boca Raton, FL
07.2017

High School Diploma -

American Heritage School
Delray Beach, FL
05.2015

Skills

  • Technical Support Tools: Zendesk, Salesforce, Postman, Sentry, Twilio Sendgrid, Postmark
  • Project Management & Collaboration: Slack, Mondaycom
  • E-Commerce Platforms: Shopify, Amazon Seller Central, ApparelMagic ERP
  • API & Technical Integration: Troubleshooting and resolving API issues, working with RESTful APIs, managing integrations across SaaS platforms, and supporting cloud infrastructure (AWS, Azure, GCP)
  • Productivity & Office Tools: Microsoft Office Suite
  • Typing Speed: 100 WPM

Certification

  • JB Sales Training: Sell Better - Filling the Funnel, 01/01/22
  • Real Estate License, SL3504740, 06/01/21

Timeline

Customer Support Specialist

Tropic
10.2024 - Current

Customer Support Specialist

Calendly
04.2024 - Current

Technical Support Representative

ApparelMagic
02.2022 - 01.2024

Sales Development Representative

Playbook Media / GrowTal
11.2021 - 01.2022

Marketing Intern

3dcart
10.2019 - 02.2020

Junior Marketing Manager

ShipMonk
08.2018 - 04.2019

Product Photographer (Freelancer)

Self-employeed
10.2017 - 07.2018

Assistant Director of E-Commerce

Starburst Technologies
10.2017 - 05.2018

Bachelor of Science - Business Administration

University of Florida

Associate of Arts - Business Administration

Palm Beach State College

Bachelor of Science - Business Administration

Florida Atlantic University

High School Diploma -

American Heritage School

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