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Rodriguez
Vendor Operations & Support Team Lead at Gooten
Contacto
Competencias
Delivered high-quality technical and customer service, consistently exceeding satisfaction and SLA targets.
Led and coached remote support teams, improving efficiency and performance through targeted feedback.
Developed training materials and streamlined onboarding processes to enhance team productivity.
Managed vendor onboarding and performance, ensuring operational integrity for high-volume transactions.
Educacion
Resumen
Dedicated professional with extensive experience in vendor operations, technical support, and team management. Skilled in process optimization, training, and delivering high customer satisfaction. Currently pursuing a degree in International Business.
Logros Clave
- Managed onboarding and performance for over 5,000 daily transactions, ensuring operational accuracy.
- Led a remote support team, boosting efficiency by 20% through targeted training and coaching.
- Consistently achieved high SLA targets and partner satisfaction through expert technical support.
- Streamlined onboarding processes with comprehensive training materials, improving team ramp-up time.
- Provided empathetic customer support across multiple channels, maintaining a 95% satisfaction score.
Experiencia
Vendor Operations Analyst
Oversaw vendor onboarding and performance for 5,000+ daily transactions, ensuring accurate setup of SKUs, pricing, and configurations to maintain operational integrity., Resolved 100+ API-related order issues daily, acting as a key escalation point and improving service efficiency through root cause analysis., Led QA testing for new content pipelines and collaborated cross-functionally with Product, Engineering, and Operations teams to enhance data accuracy and vendor integration.
Partner Support Agent Team Lead
Managed and coached a remote team of 4–6 support agents, increasing efficiency by 20% through targeted feedback, training, and performance tracking., Streamlined onboarding by developing training materials and process documentation, reducing ramp-up time by 30% and standardizing quality., Analyzed daily Zendesk data to monitor KPIs such as response times and CSAT, generating reports that improved service delivery by 25% and informed leadership decisions.
Partner Support Agent
Delivered expert multichannel support by resolving technical issues with empathy and urgency, consistently meeting SLA targets and enhancing partner satisfaction., Investigated and addressed recurring issues through root cause analysis, reducing ticket volume by 20% and contributing to long-term process improvements., Maintained and updated internal knowledge bases while mentoring team members to ensure consistent, high-quality support delivery.
Gaming Support Agent
Provided timely and empathetic support to gaming clients via email, achieving a 95% satisfaction score and reinforcing brand trust., Partnered with cross-functional teams to resolve technical issues and surface recurring trends, contributing to a 20% reduction in repeat inquiries., Improved support documentation by identifying common friction points and implementing process enhancements, boosting team efficiency by 30%.
Customer Service Representative
Managed a high volume of inbound customer inquiries, achieving a 95% satisfaction rate through effective communication and problem-solving., Provided technical support for diverse customer issues, consistently resolving 80% of inquiries on the first call., Documented and analyzed customer interactions to improve service processes, contributing to a 15% reduction in average handling time.