Linda Rodriquez

As a short-term team member at MIRA Safety, I supported the Customer Experience department during a transitional season. I contributed across several key areas including customer communication, process documentation, and internal engagement.

• Handled inbound customer calls regarding product details, returns, exchanges, warranties, and refunds with a focus on efficient and empathetic service.
• Managed outbound calls to clarify order issues, initiate returns/exchanges, and follow up on warranty and refund inquiries.
• Provided real-time support through email and live chat platforms, maintaining quick response times and high customer satisfaction.
• Collaborated with a colleague to develop a comprehensive training document for onboarding new employees.
• Created internal how-to guides, scripts, and macros to streamline support processes and enhance consistency.
• Served on the Employee Engagement Committee and led events and activities to strengthen team morale and culture.
• Took initiative on special projects, including:
  Testing and providing feedback on AI chat tools
  Contacting customers regarding unfulfilled orders
  Supporting various CX improvement initiatives as assigned by leadership

This role deepened my experience in customer service, internal process improvement, and cross-functional collaboration within a fast-paced, mission-driven company.

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.

As a Subject Matter Expert for five diverse Adobe products, I provided expert, white-glove technical support to VIP partners. In this role, I proactively resolved complex issues by collaborating cross-functionally and leveraging automation to improve response times and consistently meet all SLAs.

• High degree of product knowledge
• Staying up to date on new product features, capabilities, and advancements, I was hired to provide support to Adobe partners under each product umbrella that was being used by that partner
• I learned the Adobe suite of products in a short amount of time to support the customers as quickly as possible
• I was successfully able to address the partners’ issues with quick thinking and proactive solutions
• Acted as an advocate for our partners by working collaboratively with internal and external departments to resolve issues expediently and effectively
• Provided high stakes, white glove support to VIP clients
• Leveraged automation by creating macros for the ticketing system to speed up replies to common questions
• Managed response times and met SLAs
• Acted as an expert for five vastly different products daily.

As the specialist hired to resolve a critical three-month support backlog, I immediately overhauled the ticket handling process and successfully cleared all outstanding requests. I then drove sustainable improvements by creating a team knowledge base, implementing automation macros, and introducing a root-cause analysis approach to increase the problem resolution rate.

• Hired to clear a 3-month backlog of customer support tickets which was successfully accomplished
• Handled support requests from company partners regarding accounts, billing, and technical issues
• Met service level agreement deadlines while orchestrating internal resources to complete customer requests
• Managed customer expectations during product development and upgrades
• Revamped ticket handling at Magento, clearing the entire backlog shortly after joining
• Leveraged automation, creating macros for the ticketing system to speed up replies to common questions
• Persuaded the team and contributed to the opening of issue tickets for recurring issues to address the root cause issue
• Increased the problem resolution rate
• Started a knowledge base for the team.

As a Key Account Manager who was rapidly promoted from an entry-level position, I served as the trusted advisor for four of the “big five” trade publishers. My expertise in executive-level communication and problem-solving directly led to a high client retention rate over seven years and secured the renewal of major, at-risk contracts.

• Initially hired to proofread books but quickly transitioned into an Account Operations Manager only to end up as a Key Account Manager
• Directly supported four of the “big five” trade publishers
• Was able to reassure publishers of future fixes, increasing satisfaction and ensuring contract renewals
• High customer retention rate over 7 years
• Valued as a trusted advisor to the customers I managed
• Excelled at communication and personal service while interacting directly with high value clients, CEOs, vendors, and co-workers
• Operated as the lead point of contact for all matters specific to assigned accounts to ensure best business practices
• Consistently maintained contractual SLA’s
• Contributed to the renewing of many large contracts, including with one customer who then regained confidence in LibreDigital and renewed the contract as a result
• Clearly communicated the progress of monthly/quarterly initiatives to internal and external stakeholders
• Provided timely and successful deliveries of our solutions per customer needs and objectives.