Customer Support & Operations Specialist

Gabrielle Roddy

McLeansville, NC 912-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Customer Support and Operations Specialist with 6+ years of experience supporting customers, managing operational workflows, troubleshooting SaaS platforms, maintaining content accuracy, and coordinating cross-functional teams in remote environments. Proven ability to manage high-volume requests, resolve technical issues, oversee distribution processes, maintain detailed documentation, and deliver exceptional customer experiences. Experienced with Salesforce, Zendesk, Microsoft Dynamics, case management systems, workflow coordination, content management, quality assurance, and customer communications. Recognized for strong attention to detail, organizational excellence, written communication, and the ability to balance multiple priorities while maintaining accuracy and efficiency.

CORE COMPETENCIES

Press Release Operations • Distribution Support • Customer Support Operations • SaaS Platforms • Content Management • Workflow Coordination • CRM Systems • Salesforce • Zendesk • Microsoft Dynamics • Technical Troubleshooting • Quality Assurance • Documentation Management • Data Entry • Scheduling • Customer Communications • Cross-Functional Collaboration • Remote Work • Process Improvement • Issue Escalation • Reporting & Status Monitoring

PROFESSIONAL EXPERIENCE

Senior Customer Support Representative Driven Brands Feb 2025–Present

Support customers through phone, email, and chat while managing high-volume service requests in a fast-paced remote environment.

Troubleshoot account, scheduling, formatting, and service-related issues to ensure timely and accurate resolution.

Maintain detailed documentation, case notes, customer records, and workflow updates across multiple systems.

Monitor request status, communicate updates, and coordinate resolutions with internal departments.

Utilize Salesforce, Zendesk, and Microsoft Dynamics to manage customer interactions and operational workflows.

Collaborate with support, operations, and technical teams to improve efficiency and customer satisfaction.

Perform quality reviews of account information, invoices, and service documentation to ensure accuracy.

Customer Service Representative Safelite AutoGlass Jun 2023–Feb 2025

Managed customer scheduling, service coordination, and account updates while maintaining service-level expectations.

Handled high-volume inbound and outbound communications and resolved customer concerns.

Maintained accurate records and documentation to support operational efficiency.

Partnered with multiple departments to ensure timely service delivery and issue resolution.

Customer Success Manager / Technical Support Specialist Percepta Jun 2022–May 2023

Provided technical support for SaaS-based Electronic Logging Device (ELD) platforms used by commercial drivers.

Guided customers through platform navigation, account management, troubleshooting, and system functionality.

Investigated technical issues, documented findings, and escalated complex cases to specialized teams.

Maintained detailed case records and ensured accurate documentation of resolutions and customer communications.

Collaborated with operations, customer success, and technical teams to improve issue resolution times.

Delivered exceptional customer experiences while supporting multiple systems and workflows simultaneously.

Team Lead Direct Interactions Jun 2020–Mar 2022

Supported remote agents with escalations, workflow guidance, and operational questions.

Monitored quality standards, maintained documentation, and assisted with performance tracking.

Promoted effective communication and collaboration across distributed teams.

EDUCATION

Bachelor of Science in Business Administration, Human Resources Concentration

Southern New Hampshire University

Expected Graduation: June 2027

TECHNOLOGY

Salesforce • Zendesk • Microsoft Dynamics • Microsoft Office Suite • CRM Systems • SaaS Platforms • Case Management Systems

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