Terry Rode
Monroe
Summary
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist V
Calendly
Remote
03.2023 - Current
- Analyzes complex customer inquiries, providing data-driven solutions to enhance product functionality and user experience at Calendly.
- Resolves high-priority support tickets, significantly reducing response times and improving customer satisfaction metrics.
- Handles customer onboarding, including billing setup and product walkthrough.
- Develops creative troubleshooting methods, streamlining issue resolution processes and boosting team efficiency.
- Collaborates with billing team to handle refunds, AR, AP and Payment Account Setup.
- Actively creates training modules for billing procedures including, but not limited to, refunds, revenue cycle management, onboarding and transfers.
Owner/COO
Paper & Wit
Lawrenceville, GA
08.2020 - 10.2022
- Led strategic vision and daily operations, driving innovation and growth. Implemented efficient processes, resulting in substantial revenue increase and market expansion.
- Optimized business operations, enhancing productivity and profitability. Developed and executed marketing strategies that significantly boosted brand recognition.
- Implemented financial and billing procedures for proper revenue and cost accounting tracking, as well as balancing books via Quickbooks.
Subscription Support Specialist
Coinbase
Remote
02.2022 - 06.2022
- Addressed over 100 billing account inquiries per day, via various channels such as chat, email and phone.
- Evaluated support tickets and account history to determine the best financial packages for crypto traders.
- Helped onboard new subscribers onto the platform and guided new users in payment account creation.
Product Specialist/Workforce Analyst
Instacart
Atlanta, GA/Remote
04.2019 - 07.2020
- Analyzed workforce data to optimize support team scheduling, resulting in improved response times and customer satisfaction rates.
- Utilized customer traffic trends to proactively schedule agents for proper coverage throughout the month.
- Provided support to 50 customers per day via email and chat for issues relating to payment accounts and account onboarding.
- Partnered with various departments to resolve bugs within the product, as well as optimize the product for users.
Education
Bachelor of Arts - Finance
Eastern Michigan University
Ypsilanti12-2026
Associate of Arts - Accounting
Washtenaw Community College
Ann Arbor08-2025
Skills
Billing Management
Customer Onboarding
Data Analysis
Problem Solving
Revenue Cycle Management
Data Entry
Help Desk Support
Call Center Experience
Live Chat Support
Quality Assurance
Conflict Resolution
Learning and Development
Product Knowledge
LANGUAGES
English
Native or Bilingual
Spanish
Limited Working
Timeline
Customer Support Specialist V
Calendly
03.2023 - Current
Subscription Support Specialist
Coinbase
02.2022 - 06.2022
Owner/COO
Paper & Wit
08.2020 - 10.2022
Product Specialist/Workforce Analyst
Instacart
04.2019 - 07.2020
Bachelor of Arts - Finance
Eastern Michigan University
Associate of Arts - Accounting
Washtenaw Community College