Samantha Rock
Carlsbad,California
Summary
Customer Support specialist with over 10 years of experience in support and optimizing customer-facing systems for startups and established businesses. Demonstrated ability to enhance customer satisfaction, retention, and operational efficiency in SaaS, e-commerce, and fintech sectors. Proficient in establishing strong relationships, creating scalable workflows, and utilizing tools such as Shopify, Zendesk, and CRM platforms to improve processes and achieve measurable outcomes.
Overview
12
12
years of professional experience
Work History
Customer Support Specialist
KINTO
New York, New York
11.2024 - Current
- Provide customer support via Zendesk across email and chat, resolving eCommerce, shipping, and product-related inquiries.
- Processed and documented over 200 monthly Shopify returns and exchanges, contributing to a 15% reduction in fulfillment errors by optimizing inventory tracking workflows using Shopify and Gorgias.
- Coordinated with third-party logistics providers to identify and resolve order and inventory discrepancies, utilizing logistics management systems to maintain delivery schedules.
- Created internal help guides and macro templates to improve response consistency and reduce handling time.
Customer Success and Onboarding Specialist
Kode Health
Remote
11.2022 - 11.2024
- Managed onboarding for both patients and healthcare professionals, guiding them through platform setup, system training, and compliance documentation.
- Provided Tier 1 and Tier 2 technical support using Zendesk and internal tools, resolving issues related to logins, insurance verification, platform navigation, and provider scheduling.
- Developed and maintained onboarding documentation and support resources, reducing incoming support tickets by 30%.
- Collaborated with engineering and operations to flag bugs, improve UX, and suggest product improvements based on user feedback.
- Ensured HIPAA-compliant handling of patient and provider data within EHR and CRM platforms.
- Streamlined patient and provider communication channels by integrating feedback loops, strengthening response consistency and facilitating smoother resolution of recurring platform queries.
- Directed daily onboarding and training sessions for healthcare professionals and patients, increasing adoption of healthcare software by 40% within a 12-month period using tools such as Zendesk, EHR, and CRM.
Customer Support Specialist
Pillowtalk Dermatology
Remote
06.2021 - 11.2022
- Managed a high-volume e-commerce platform processing 500+ daily transactions, improving checkout workflows and logistical coordination.
- Collaborated with third-party logistics providers to resolve supply chain issues, achieving a 95% on-time delivery rate.
- Increased customer satisfaction by 30% through communication and resolution of 90% of inquiries within 48 hours.
- Optimized Shopify operations and improved social media responsiveness, enhancing brand reputation and engagement.
- Developed SOP documentation to standardize customer support processes, facilitating rapid onboarding and consistent service quality across all team members.
- Instituted a comprehensive customer relationship management system, designing custom macros and establishing standardized workflows to streamline support operations and drive consistency across interactions.
- Facilitated onboarding and skill development sessions for new hires, ensuring consistent application of customer support protocols across the team.
Customer Support Specialist
Fig Loans
Remote
05.2020 - 06.2021
- Applied advanced CRM expertise, handling 50+ daily inquiries and increasing satisfaction levels by 20% with personalized support strategies.
- Analyzed customer interaction data to identify recurring issues and implemented solutions that streamlined service workflows.
- Collaborated with cross-functional teams to enhance operational efficiency and improve the customer experience.
- Assisted customers in navigating loan application processes, providing tailored recommendations to meet financial needs.
- Resolved billing inquiries by leveraging CRM tools, achieving a 30% reduction in resolution time over a 6-month period and improving satisfaction scores.
- Leveraged communication skills to convey complex policy updates to 1,200+ customers monthly via Zendesk and email campaigns, decreasing inquiry escalation rate by 18% over 12 months.
- Developed and distributed targeted texts using Zendesk automation to 1,200+ customers monthly over 12 months.
Customer Success Specialist
Thistle
09.2017 - 04.2020
- Managed customer accounts, ensuring the accuracy of subscriptions and addressing dietary customization needs to improve retention.
- Increased revenue by guiding customers through subscription upgrades and resolving order discrepancies.
- Partnered with logistics teams to resolve delivery challenges, maintaining a 98% on-time delivery rate.
- Conducted regular analysis of customer feedback to refine services, leading to a 15% increase in satisfaction.
- Implemented new support ticketing system, reducing response time by 30% and boosting customer engagement over a 12-month period.
Customer Support Specialist
Groupon
Remote
09.2013 - 09.2017
- Remotely responded to telephone inquiries; provided a superior customer support experience by attentively listening and responding to caller inquiries and needs.
- Nurtured and maintained existing relationships, to generate repeat business and product sales.
- Frequently was recognized for timely conflict-resolution abilities.
- Effectively resolved customers' complaints on the first call, avoiding further escalation.
- Remotely accessed electronic cataloging systems to provide information on order status and product availability.
Education
Bachelor of Arts - Hospitality Management
Kendall College
Skills
- Communication
- Problem-solving
- Adaptability
- Process optimization
- Relationship management
- Onboarding & Training
- Customer Success
- Technical troubleshooting
- ECommerce & logistics
- Healthcare coordination
- Documentation
- SOP creation
- Relationship Building
- CRM tools
- Zendesk
- Gorgias
- Kustomer
- Intercom
- Shopify
- Logistics systems
- ShipBob
- Stord
- Retool
- Customerio
- Airtable
- Notion
- Stripe
- PayPal
- Netsuite
- Jira
- Microsoft Office Suite
- Breezy HR
- Social Media
Timeline
Customer Support Specialist
KINTO
11.2024 - Current
Customer Success and Onboarding Specialist
Kode Health
11.2022 - 11.2024
Customer Support Specialist
Pillowtalk Dermatology
06.2021 - 11.2022
Customer Support Specialist
Fig Loans
05.2020 - 06.2021
Customer Success Specialist
Thistle
09.2017 - 04.2020
Customer Support Specialist
Groupon
09.2013 - 09.2017
Bachelor of Arts - Hospitality Management
Kendall College
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