Linda Rodriquez

As a Customer Support Specialist, I have the pleasure of providing a high-level of customer service to our Shipstation users and guests.

• Provided world-class technical support and consultation to ShipStation users, including enterprise-level accounts, expertly addressing inquiries related to platform functionality, store integrations, and carrier services (USPS, UPS, FedEx, DHL, etc.).
• Leveraged deep ShipStation platform knowledge to troubleshoot and diagnose technical malfunctions, network issues, printer configurations, software installations, and account settings to ensure seamless customer operations.
• Actively identify opportunities within customer accounts to recommend best practices for improving shipping efficiency, optimizing workflows, and saving time and costs.
• Proactively communicate customer feedback, trending issues, and product suggestions to internal teams, contributing to product and service improvements.
• Consistently met Key Performance Indicators (KPIs) including AHT, Answered calls within seconds, Ticketing software compliance, met CSAT score range, demonstrating a high degree of product knowledge and service quality.
• Skillfully manage and de-escalate challenging customer conversations, guiding them towards effective solutions and rebuilding confidence.
• Facilitated internal cross-departmental communication to ensure expedient and effective resolution of customer issues.
• Stayed continuously informed on new ShipStation features, capabilities, and integrations through release notes, documentation, and training.
• Handled complex billing issues, carrier adjustments, claims, and fraud inquiries with accuracy and empathy.
• Managed approximately 40+ incoming calls, emails and chats per day from merchants.

• Provided high-stakes, white-glove support to VIP partners across multiple Adobe product lines, quickly acquiring expertise to address diverse technical and account issues.
• Acted as a strong advocate for partners, collaborating with internal and external departments to expedite issue resolution.
• Managing response times effectively and consistently met Service Level Agreements (SLAs).
• Improved support efficiency by creating and utilizing macros within the ticketing system for common inquiries.

• Successfully cleared a significant 3-month backlog of customer support tickets shortly after joining, demonstrating strong organizational and problem-solving skills.
• Handled support requests from company partners regarding account, billing, and technical issues, meeting SLA deadlines and coordinating internal resources.
• Increased the problem resolution rate by identifying root causes and advocating for the opening of issue tickets for recurring problems.
• Initiated the creation of a team knowledge base to improve support efficiency and consistency.
• Managed customer expectations effectively during periods of product development and upgrades.

• Maintained a high customer retention rate over 7 years by serving as a trusted advisor and ensuring timely and successful delivery of solutions for key accounts, including four of the "big five" trade publishers.
• Managed all matters specific to assigned accounts, ensuring best business practices and consistently maintaining contractual SLAs.
• Cultivated strong relationships with high-value clients, CEOs, and vendors through excellent communication and personalized service.
• Contributed to the renewal of significant contracts by effectively communicating progress and reassuring publishers of future fixes.