Jeidy Rodriguez
Wyomissing,PA
Summary
Professional in client services with strong experience in managing client relationships and ensuring satisfaction. Skilled in team collaboration and communication, consistently achieving results through adaptability and problem-solving. Proficient in conflict resolution, project management, and fostering positive client experiences. Reliable and flexible, with focus on meeting organizational goals and exceeding client expectations.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Medical Analyst, HR Shared Services
Mbms-service
Reading, PA
08.2025 - Current
- Facilitated onboarding processes, ensuring compliance with company policies, explanation and selection of employee benefits.
- Developed training materials to enhance team knowledge and performance.
- Assisted in implementing process improvements to enhance service delivery.
- Coordinated employee engagement activities such as team-building events and recognition programs, leading to improved morale among staff members.
- Implemented process improvements that enhanced billing accuracy and reduced claim denials.
- Developed policies and procedures to optimize workflow efficiency within the billing team.
- Evaluated team performance, providing feedback to foster professional growth and development.
- Resolved complex billing issues by collaborating with insurance companies and healthcare providers.
- Submitted electronic and paper claims to insurance companies, Medicare and Medicaid to collect medical payments.
- Supervised call center operations, ensuring adherence to quality standards and performance metrics.
- Developed training programs for new staff, enhancing onboarding efficiency and knowledge retention.
- Implemented process improvements that reduced call handling time while maintaining high customer satisfaction.
- Analyzed call data to identify trends, driving strategic decisions for resource allocation and staffing needs.
- Coordinated with cross-functional teams to resolve complex customer issues, improving overall service delivery.
- Oversaw scheduling processes to optimize workforce management and ensure appropriate coverage during peak hours.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
- Maintained up-to-date knowledge of industry trends, sharing insights with colleagues to drive continuous improvement efforts.
- Acted as the liaison between upper management and staff members, promoting positive working relationships built on trust.
- Collected and analyzed data and feedback to identify opportunities to improve relationship between other entities and business.
Technical Support Analyst
Intralinks Inc. & SS&C
New York, NY
02.2009 - 07.2025
- Provide high-level technical support for enterprise collaboration platforms and financial services software, ensuring prompt resolution of complex issues.
- Utilize tools such as VPN, APIs, and reporting servers to manage secure data and generate analytical system reports.
- Manage 30-40 tickets and workflows with ServiceNow and Zendesk, ensuring resolutions align with SLA timelines and enhancing service delivery.
- Deliver multilingual support across multiple regions and collaborate with engineering teams to resolve system errors and improve internal knowledge bases.
Customer Support Representative
Intralinks Inc.
150 E 42nd St New York NY 10012
05.2007 - 02.2009
- Provided frontline support for secure file-sharing and virtual data room platforms, assisting with navigation, uploading tools, and account access troubleshooting.
- Maintained customer satisfaction through responsive and knowledgeable support, offering bilingual assistance in English and Spanish.
- Logged and escalated technical issues, ensuring thorough documentation for effective resolution tracking.
- Handled 30-50 calls on a daily basis.
Head Teller
Metro Bank
New York, NY
06.2004 - 05.2007
- Supervised a team of 12 tellers to ensure smooth daily operations and high performance.
- Managed scheduling to optimize staff coverage and maintain efficient service levels.
- Conducted annual performance reviews to assess team members and provide feedback for improvement.
- Achieved monthly operational goals through effective team leadership and coordination.
- Met quarterly sales and service targets, contributing to the branch’s overall success.
- Consistently reached annual objectives by fostering a productive work environment.
- Oversaw the weekly ordering and counting of over $300,000 in cash, ensuring accuracy and compliance.
- Referred clients to the financial services team, enhancing customer service and cross-selling opportunities.
- Promoted new accounts by collaborating with the customer service team and enhancing client relationships.
Skills
- EPIC
- RESOLVE
- Hospital Portals
- Insurance Portals
- VPN
- Intralinks Designer
- File Splitting Utilities
- API Integration & Data Handling
- SQL 7 for Reporting
- Reporting Servers
- RingCentral
- 8x8
- Nice
- Seismic
- Lessonly
- O'Reilly
- ServiceNow
- Zendesk
- RightNow
- Troubleshooting
- Communication
- Customer Service
- Technical Writing
- Problem-Solving
- Time Management
- Analytical Thinking
- Patience
- Networking
- Operating Systems
Certification
- IT Certified
- SSO Certified
- Enterprise Support Certified
- White Glove Service Specialist
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Medical Analyst, HR Shared Services
Mbms-service
08.2025 - Current
Technical Support Analyst
Intralinks Inc. & SS&C
02.2009 - 07.2025
Customer Support Representative
Intralinks Inc.
05.2007 - 02.2009
Head Teller
Metro Bank
06.2004 - 05.2007