Diandra Rodriguez
New York,USA
Summary
Versatile senior support specialist with front-end web development knowledge.
Overview
2022
2022
years of professional experience
Work History
Operations Specialist
Nulab Inc.
New York, NY
2024 - 2026
- Develop and maintain help center content by translating and localizing documentation in partnership with our Japan based team
- Work cross functionally with our Japan based team to resolve user reported technical and product issues
- Manage customer inquiries via Intercom and internal service backlogs, supporting Backlog, Cacoo, and other Nulab products
- Collaborate cross functionally with product, engineering, and support teams to address customer pain points and reduce churn
- Own monthly customer insights reporting, translating customer conversations into actionable trends and feature requests for Backlog and Cacoo
Trust & Safety Support Specialist
Hinge
New York, NY
01.2022 - 2023
- Developed and maintained the internal knowledge management database, creating and updating help center content for Tier 1 and Tier 2 agents and company-wide use
- Interviewed, onboarded, and trained Tier 2 support specialists
- Managed inbound user safety and general inquiry tickets, ensuring SLAs were met
- Acted as point of contact and escalation for urgent user safety incidents, coordinating with legal, upper management, and Match Group Corporate
- Conducted investigations on banned user appeals and managed related communications
- Handled social media support requests and provided technical assistance using Zendesk, Looker, Berbix, Emplifi, Sentinel, and Monday
Senior Enterprise Operations Representative
Talkspace
New York, NY
01.2020 - 01.2022
- Supported enterprise clients and internal teams in the CX department, handling inquiries and providing insurance validation for platform sign-ups
- Mentored and trained Tier 1 agents on enterprise-specific Zendesk workflows and best practices
- Created and optimized macros for the broader CX organization to improve efficiency and consistency
- Led team meetings to align on deliverables, standards, and process improvements
- Analyzed metrics and data to reduce ticket handling time and increase customer satisfaction
- Delivered white-glove live chat support to VIP clients
- Utilized tools including Zendesk, Admin, Looker, Jira, Slack, Stripe, and Microsoft Excel to manage client support and reporting
Technical Support Specialist
Airtame
NYC/Copenhagen, Denmark
01.2018 - 2019
- Provided first-level technical support for Airtame hardware, cloud, and application issues via live chat and email
- Collaborated cross-functionally with engineering to troubleshoot issues, escalate bugs, and improve product performance
- Communicated effectively with customers and internal stakeholders across all levels to deliver timely, high-quality support
- Partnered with offshore support teams in Copenhagen to coordinate issue resolution and align daily priorities for the U.S. team
Customer Service Manager
GearLaunch
San Francisco, CA
01.2015 - 2017
- Led continuous improvement initiatives to enhance customer experience and increase operational efficiency
- Identified, recommended, and implemented process improvements aligned with customer needs and company objectives
- Coached, trained, and developed customer service team members using performance data and reporting to drive measurable improvements
- Collaborated cross-functionally with Design, Production, and HR teams to align workflows and support business goals
Fleet Coordinator/Customer Support
Postmates
San Francisco, CA
01.2013 - 01.2015
- Provided real-time escalation support for merchants, couriers, and customers in a high-volume marketplace environment
- Onboarded and trained couriers on platform tools, policies, and best practices
- Resolved complex, time-sensitive delivery issues by coordinating with couriers to ensure successful order completion
- Identified and mitigated fraud risks by monitoring activity and enforcing platform policies
Education
Bachelor of Arts - Photography
Academy of Art
San Francisco, CA01-2011
Skills
- Knowledge management
- Training & onboarding
- Social media management
- Zendesk
- Monday
- Sentinel
- Emplifi
- Berbix
- Looker
- Insurance validation
- Data analysis
- Live chat support
- Stripe
- Jira
- Microsoft Excel
- Engineering team collaboration
- Fraud exposure reduction
Websites
LANGUAGES
Swedish
Timeline
Trust & Safety Support Specialist
Hinge
01.2022 - 2023
Senior Enterprise Operations Representative
Talkspace
01.2020 - 01.2022
Technical Support Specialist
Airtame
01.2018 - 2019
Customer Service Manager
GearLaunch
01.2015 - 2017
Fleet Coordinator/Customer Support
Postmates
01.2013 - 01.2015
Operations Specialist
Nulab Inc.
2024 - 2026
Bachelor of Arts - Photography
Academy of Art
INTERESTS
Photography, Front-end web development, Fencing, Surfing