Heidi Rodriguez
Providence,Rhode Island
Summary
Results-oriented Professional Services Consultant versed in data collection, organization and modeling. Successful at analyzing information and proposing effective solutions that resolve business operational problems and drive growth.
Overview
6
6
years of professional experience
Work History
Product Expert
Klaviyo
10.2023 - Current
- Provide high-quality product support and issue resolution for Klaviyo customers, primarily via chat helping over 1000 contacts while meeting KPI Metrics .
- Communicate thoughtful and personalized answers to questions for both technical and non-technical end users.
- Diagnose software issues and collaborate with other teams to resolve escalated customer complaints.
Senior Assc. Professional Services Consultant
Drift
06.2023 - 09.2023
- Provided professional services and consultation to a variety of clients, ranging from small businesses to large corporations
- Managed and monitored client projects, from planning to completion
- Partner closely with our CSM to solidify and execute client deployment strategy based on customer goals and KPIs.
Senior Customer Support Specialist
Hubspot
12.2020 - 01.2023
- Acted as primary pointofcontact for customer inquiries related to product and service offerings
- Effectively handle multiple client request simultaneously while managing priorities to ensure sound decision making in high pressure environment resulting in over 15 cases daily.
- Diagnose software issues and engage with product and engineering teams using established processes
Team Lead I
Uber Technologies Inc
04.2019 - 01.2020
- Lead, empower and develop robust team within fast-paced and exciting environment to deliver and exceed on operational KPIs
- Leading 15 direct team members, Set up career development plans
- Initiate and lead cross-functional projects which are linked to the business goals & metrics and present results in front of senior management
Education
BA - Psychology
University of Rhode Island
North Kingston Rhode Island05-2018
Skills
- Performance Management
- Stakeholder Management
- Client Service Optimization
- Process Implementation
- Strategy Development
Software
Hubspot
Salesforce
Drift
Okta
Google Suite
Shopify
Zendesk
Timeline
Product Expert
Klaviyo
10.2023 - Current
Senior Assc. Professional Services Consultant
Drift
06.2023 - 09.2023
Senior Customer Support Specialist
Hubspot
12.2020 - 01.2023
Team Lead I
Uber Technologies Inc
04.2019 - 01.2020
BA - Psychology
University of Rhode Island
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