Linda Rodriquez Email & Phone Number

Austin, Texas, United States

Austin, Texas, United States

As a Partner Support Specialist, I was hired to provide support to Adobe partners under each product umbrella that was being used by that partner. I learned the Adobe suite of products in a short amount of time to support the customers as quickly as possible. I was successfully able to address the partners’ issues with quick thinking and proactive solutions.*Acted as an advocate for our partners by working collaboratively with internal and external departments to resolve issues expediently and effectively.*Provided high stakes, white glove support to VIP clients.*Leveraged automation by creating macros for the ticketing system to speed up replies to common questions.*Managed response times and met SLAs.*Acted as an expert for five vastly different products on a daily basis.

Austin, Texas

Hired to clear a 3-month backlog of customer support tickets which was successfully accomplished. Handled support requests from company partners regarding account, billing, and technical issues. Met service level agreement deadlines while orchestrating internal resources to complete customer requests. Managed customer expectations during product development and upgrades.*Revamped ticket handling at Magento, clearing the entire backlog shortly after joining.*Leveraged automation, creating macros for the ticketing system to speed up replies to common questions.*Persuaded the team and contributed to the opening of issue tickets for recurring issues to address the root cause issue.*Increased the problem resolution rate by more than 300% of what it had been when I arrived.*Started a knowledge base for the team.

Austin, Texas Area

Initially hired to proofread books but quickly transitioned into an Account Operations Manager only to end up as a Key Account Manager. Directly managed four of the “big five” trade publishers. Was able to reassure publishers of the future fixes of issues to ensure a contract renewal.*95% customer retention rate over 7 years.*Managed relationships directly with four of the “big five” trade publishers.*Valued as a trusted advisor to the accounts I managed.*Excelled at account management while interacting directly with high value clients, CEOs, vendors, and co-workers. *Operated as the lead point of contact for all matters specific to assigned accounts to ensure best business practices. *Consistently maintained contractual SLA’s.*Contributed to the renewing of many large contracts, including with one customer who then regained confidence in LibreDigital and renewed the contract as a result.*Clearly communicated the progress of monthly/quarterly initiatives to internal and external stakeholders.*Provided timely and successful deliveries of our solutions per customer needs and objectives.

Communication And Media Studies

Basic Skills And Developmental/Remedial Education

Diploma