Customer Support Service

Bridgett Rodriguez

********@*****.*** 609-***-**** East Windsor, NJ linkedin.com/in/b-rodriguez SUMMARY

Seasoned professional with 4 years of experience in customer support, seeking a Customer Support role. Excelled in providing exemplary service, resolving customer inquiries, and technical support at Zinc Maps/Veeva Systems. Skilled in high-volume call handling, issue resolution, and training development. WORK EXPERIENCE

Integra LifeSciences Princeton, NJ

EDI Specialist Nov 2023

• Project management of Customer Service eCommerce initiatives including EDI and Customer Portal

• Work with customers to grow electronic utilization and manage process of on-boarding new and existing customers

• Responsible for interfacing with Customers, Sales, Sales Operations, Accounts Receivable and Information Services for all integration related activities

• Work with field Sales team to explain electronic options to current/potential customers

• Responsible for tracking and resolving production system problems, developing and maintaining reporting to identify and correct issues

• Act as the liaison between company end user teams and vendor partners for any setups or system related issues.

• Partner with cross-functional teams to define rules for exceptions (i.e. order exceptions)

• Support order process by identifying issues (pricing, item number, unit of measure, discontinued items, incorrect account information), determining root cause, report findings, providing recommendations and driving resolution to the problem

• Create and analyze processes and procedures and make recommendations accordingly

• Create documentation, including SOPs and training documents

• Train team on eCommerce tools

• Monitor and manage third-party vendor relationships supporting call distribution, EDI, ERP, eCommerce platforms

• Handle any other duties and/or projects, as assigned, for the benefit of the organization

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Discover Financial Remote

Senior Account Manager Apr 2023 - Nov 2023

• Managed and maintained account information with attention to detail, ensuring accurate documentation and adherence to updated systems, processes, and guidelines.

• Handled a high volume of inbound customer calls, directing them efficiently to the relevant department, while maintaining exemplary customer service standards.

• Resolved customer inquiries effectively, focusing on first-contact resolution, and consistently met the company's productivity benchmarks.

Zinc Maps//Veeva Systems Remote

Senior Customer Support Specialist Dec 2018 - Feb 2023

• Provided exemplary customer support, resolving technical issues for clients and ensuring high levels of customer satisfaction and retention.

• Facilitated issue resolution across multiple communication channels, including phone, chat, and email, minimizing wait times by escalating complex problems when appropriate.

• Developed and refined training materials, contributing to the onboarding and continuous education of new team members.

• Produced and analyzed detailed monthly performance reports for key clients, enhancing business decision-making processes.

• Curated and maintained digital content for the company's YouTube channel to engage users and promote product features.

EDUCATION

Berkeley College

B.S Information Systems Management, Management

Dec 2024

CERTIFICATIONS

Basic SQL, Promomats, Sitevault Free, Medcomms, Ring central, Zoom, Avaya Newark, NJ Bilingual- English and Spanish None

SKILLS

Information Systems Management • Call Center • Conflict Resolution • Customer Satisfaction • Project Management

• Technical Support • Data Analysis • Microsoft Office Suite • Software Troubleshooting • Zendesk

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