Monica Rodriguez

Customer support @Independentista

ITFinanceStudentHREngineerSportsMarketingConsulting

Independentista Company has been experiencing steady growth in customer base over the past quarter, leading to a significant increase in customer inquiries and support needs. Our team has been working diligently to address these needs, with a focus on improving response times and customer satisfaction rates. We have implemented new customer support tools and strategies, including a more efficient ticketing system and enhanced training for our support staff. However, there are areas that still need improvement, particularly in after-hours support and handling of complex technical issues. Moving forward, our goal is to further enhance our customer support services to ensure we are meeting the needs of our growing customer base.

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Work Background

ShipheroBilling Specialist

Jun. 2023 - Jan. 2024United States · Remote✅ Implemented a proactive approach to customer complaint management, achieving a 40% reduction in average ticket resolution time. This strategy not only enhanced customer satisfaction but also led to a 25% decrease in the rate of recurring complaints. ✅Managed customer inquiries on refunds and credits through the Stripe portal, enhancing the returns experience and maintaining high customer satisfaction levels. ✅Responsible for Internal Audits, answering questions, and handling customer complaints regarding invoices via Zendesk tickets in FaaS. ✅Partner cross-functionally to improve the product, investigate technical issues and fix bugs.

ShipheroCarrier Claim Specialist

Jan. 2023 - Jun. 2023United States · Remote✅Cut the pending ticket queue by 100% in 2022, from 458 unresolved tickets to just 120 awaiting responses, showcasing exceptional problem-solving and management skills. ✅ Efficiently managed lost/damage claims for orders shipped by carriers, significantly improving the speed of resolution and customer satisfaction.

ShipheroAccount Coordinator

Sep. 2022 - Dec. 2022United States · Remote✅ Improved on-time delivery by 90% in one quarter, leading coordination with the warehouse team to expedite backorders, which increased customer satisfaction and reinforced confidence in our service. ✅Received an award for Best Account Coordinator of the Year 2022 for my outstanding contribution to the growth and success of the company. ✅ Responsible for giving customers support by Zendesk tickets in FaaS.

ShipheroCustomer Support Specialist (Tier 1) - SaaS

Jun. 2021 - Aug. 2022United States · Remote✅ Reduced recurring tickets by 25% by improving knowledge base and creating guides and tutorials, increasing customer satisfaction. ✅ Act as the primary contact for customer inquiries, technical issues, and requests related to the software products. ✅ Identify, troubleshoot, and resolve customer-reported issues while always adhering to company policies and guidelines. ✅ Escalating more complex cases to the appropriate teams, including Tier2, Professional Services or leadership among others, in a timely manner. ✅Guide customers through step-by-step troubleshooting processes , ensuring their understanding and comfort with the solutions provided. ✅ Responsible of answering the customers experience team’s technical questions and resolving technical issues that they encounter while using a product or service.

Sitel GroupCustomer Service Representative

May. 2021 - Jun. 2021Colombia · Remote✅ Spearheaded initiatives that significantly improved customer satisfaction ratings for the FedEx Campaign, reflecting a commitment to service excellence. ✅ Implemented innovative customer service strategies that resulted in a significant increase in customer satisfaction ratings, demonstrating an unwavering commitment to quality service. ✅ Demonstrated high ability to provide customer satisfaction through empathy and problem-solving.

Ingredion IncorporatedAccounts Payable Analyst and travel expenses - CONCUR

Jun. 2015 - Apr. 2021Hybrid✅ Led the end-to-end management of the accounts payable system using ESKER, from the meticulous receipt and validation of invoices to the detailed reconciliation of suppliers' accounts, ensuring financial integrity and fostering trust with our partners. ✅Pioneered the use of the CONCUR tool for the legalization of travel expenses, setting a benchmark for precision in expense reporting and providing expert guidance to internal clients, thus optimizing operational expenses. ✅ Handle Accounts Payable (A/P) by processing vendor invoices, scheduling payments, and maintaining positive relationships with suppliers to ensure timely payments.

Ingredion IncorporatedBank reconciliation analyst

Mar. 2013 - Jun. 2015On-site✅ Implemented domestic and international account reconciliation processes at XRT, improving financial accuracy and operational efficiency, resulting in 100% timely reconciliations month after month.

Ingredion IncorporatedAccounts Receivable Analyst

Jan. 2008 - Mar. 2013Hybrid✅Improved the reconciliation process with the general ledger, using SAP ERP to ensure the completeness and accuracy of financial records, providing a clear and up-to-date view of the company's financial health. ✅ Manage Accounts Receivable (A/R) by invoicing clients, tracking payments, and resolving any discrepancies or overdue accounts promptly.

Ingredion IncorporatedFinancial Analyst

Feb. 2007 - Jan. 2008✅ Responsible for the budget analysis process, coordinating with the commercial area teams the improvements in the construction and consolidation of P&L. Supporting the business in project evaluations—analysis of price and sales variations. ✅ Collaborate with management to develop annual budgets, analyze financial data, and provide recommendations for budget adjustments and cost-saving opportunities.

University Autónoma de OccidenteAdministrative Academic Coordinator of the Language Institute

Feb. 2005 - Feb. 2007Cali✅ Perform administrative and general support duties in a highly responsible and confidential manner, while also providing superior customer service, for the Local and external clients ( students and teachers)

Luis Horacio Gómez SchoolPractice

Feb. 2004 - Feb. 2005Cali✅ Prepare the projects of the Development Plan of the Luís Horacio Gómez School and obtain approval through the Board of Directors for the continuous improvement of the School. -Executed projects: Process improvement Development of the manual of functions VI Latin American Congress of the Movement (Executed on July 9, 2005) -Preparation of the Training Project "Continuous Training for Teachers" (Three-year training plan in execution)

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