Lisa Rodriguez
El Paso,TX
Summary
Dynamic and results-oriented professional with extensive experience in customer support and technical troubleshooting, notably at HealthStream. Excels in SaaS delivery, CRM software utilization, and customer service excellence, significantly enhancing client satisfaction and delight. Proven track record of achievements, including a Top Producer award, underlines a commitment to excellence and a deep understanding of HealthStream products and client needs.
Overview
18
18
years of professional experience
Work History
Customer Support Specialist - Tier 2
HealthStream
Remote
07.2023 - Current
- Handles escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilizes CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Troubleshoots and diagnoses advanced issues as escalated by our Tier 1 teams.
- Communicates and escalates potential and real systemic issues to the Customer Support Manager or other applicable internal representatives/departments such as development, Tier 3, product, sales, or implementations.
- Participates in testing new features and enhancements.
- Serves as a key liaison between customers and internal departments, facilitating timely resolutions for urgent matters; effectively transitions clients from implementations to live support.
- Supported 3 products over tier 2 tenure - EchoCredentialing, CredentialStream, CredentialStream for Groups.
- Presented at a key conference for HealthStream (Thrive24)
- Won an award for Top Producer for the Tier 2 Customer Support Department.
Customer Support Specialist - Tier 1
HealthStream
Remote
08.2022 - 07.2023
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally, while developing strong relationships with clients, resulting in commendable positive feedback.
- Delivered exceptional customer service experiences and an uncomplicated and seamless customer experience by collaborating cross-functionally on customer focused initiatives.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Provide phone, email, and meeting support; working closely with customers and with internal teams to efficiently resolve any issues that may come up.
- Identified, tested, and diagnosed reported problems, verified issues, while providing the development team with clear documentation.
- Build strong relationships with your colleagues and with customers, communicating in a timely, professional, and respectful manner.
- Participated in testing new features and releases; Suggested recommendations for product enhancements utilizing data and customer feedback.
- Utilized CRM systems (Salesforce) effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Assistant Director
Compadres Therapy, Inc.
El Paso, Texas
02.2020 - 08.2022
- Directed, supervised, and evaluated activities of volunteers engaged in Equine Assisted Services.
- Conducted recruitment, orientation, and training of volunteers to maintain a high-quality staff.
- Developed instructional materials; conducted in-service programming and community-based educational programs while ensuring customer satisfaction.
- Conducted and facilitated tele-health appointments with clients.
- Created community and client facing educational pamphlets to bring in new clients and increase community engagement;set up community events and directly represented the organization
Research Assistant
University of Texas at El Paso
El Paso, Texas
10.2018 - 05.2021
- Performed research, gathered data, conducted analysis, and generated reports to develop methodologies, instrumentation, and procedures for human medical application.
- Reported findings to superiors, published research results, and presented findings at conference.
- Assisted in management of a team of 23 in research, development, and scheduling.
- Assisted in design, development, and modification of research experiments alongside teams of researchers.
- Data entry and statistical analysis using statistical software (SPSS, Minitab).
Healthcare Specialist and Flight Medic
United States Army
Various U.S. Based And Overseas Locations
03.2007 - 04.2017
- Conducted Tactical Combat Casualty Care classes, of 20-30 people, totaling 2,500+ students.
- Administered emergency and routine medical treatment to battle and non-battle casualties; Conducted in-flight critical care of patients; Coordinated with multiple local and federal agencies for patient care and transfer.
- Supervised field and clinical medical facilities; assisted with technical and administrative management under the supervision of a Physician, Physician’s Assistant, or Nurse.
- Managed and maintained approximately 500 constantly rotating health records and clinical files, in both electronic and hard-copy formats.
- Established and implemented departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary.
- Evaluated performance and effectiveness of training programs while proving recommendations for improvement.
- Guided, directed, and motivated 18 direct reports.
- Managed over 100 personnel files at a time with frequent turn-over.
- Maintained and updated inventory of over 1 million dollars of equipment; Maintained and briefed related filing, and database systems.
Education
Bachelor of Science - Rehabilitation Sciences
The University of Texas At El Paso
El Paso, TX05-2021
Associate of Science - Allied Health Biological
Jefferson Community College
Watertown, NY05-2019
Skills
- Customer relationship management (CRM)
- CRM software (Salesforce)
- Technical troubleshooting
- Customer service excellence
- Microsoft windows and office
- Data entry
- Help desk support
- Ticket management
- Product knowledge - EchoCredentialing, CredentialStream, CredentialStream for Groups
- Novice SQL Language understanding
- Problem resolution
Timeline
Customer Support Specialist - Tier 2
HealthStream
07.2023 - Current
Customer Support Specialist - Tier 1
HealthStream
08.2022 - 07.2023
Assistant Director
Compadres Therapy, Inc.
02.2020 - 08.2022
Research Assistant
University of Texas at El Paso
10.2018 - 05.2021
Healthcare Specialist and Flight Medic
United States Army
03.2007 - 04.2017
Bachelor of Science - Rehabilitation Sciences
The University of Texas At El Paso
Associate of Science - Allied Health Biological
Jefferson Community College