Andrew Edelman

Customer Support Specialist

Tropic

Oct 2024 - Current (1 year)

• Delivered exceptional customer experiences by consistently exceeding SLAs, contributing to a 98% CSAT score. • Optimized email support processes, reducing first reply time to under 2 hours and boosting customer engagement. Diagnosed and resolved complex SaaS integration, cloud infrastructure, and API issues; partnered with Engineering to escalate bugs and drive timely fixes. Authored and maintained internal documentation and external help articles, decreasing repetitive inquiries and enabling customer self-service. Provided first-line consultative support to customers and internal teams, reducing escalations to Services and accelerating customer time-to value. Acted as a liaison between Level 1 and Level 2 Support, proactively surfacing

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Customer Support Specialist

Calendly

Apr 2024 - Current (1 year 6 months)

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Technical Support Representative

ApparelMagic

Feb 2022 - Jan 2024 (2 years)

• Achieved an average 95% client satisfaction score. Managed Tier 1 and Tier 2 inbound support queries • efficiently through phone, email, and chat channels. • Conducted comprehensive live webinars to deliver training sessions for clients, ensuring a thorough understanding of software functionalities. • Provided personalized, one-on-one training sessions with individual clients to enhance their understanding of the software and consulted on best practices for optimizing business operations. • Developed and produced educational materials, including video trainings and knowledge base documentation, to facilitate client learning and self-help resources. • Collaborated cross-functionally with the sales department to identify potential ups

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Sales Development Representative

Playbook Media GrowTal

Nov 2021 - Jan 2022 (3 months)

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Marketing I ntern

3DCART

Oct 2019 - Feb 2020 (5 months)

• Built, implemented and updated effective SEO strategies. • Analyzed competitor pages to locate backlink and keyword opportunities. • Administered marketing calendar and posted new content to coincide with new product and service releases. • Discussed SEO needs and optimized strategies for short- and long-term campaigns.

Junior Marketing Manager

ShipMonk

Aug 2018 - Apr 2019 (9 months)

• Developed online marketing strategies focused on SEO, social media, and viral campaigns. • Conducted market research to analyze the latest trends and create effective strategies. • Produced original content for blogs, emails, and social media campaigns. • Boosted reach by managing digital content, scheduling, and maintaining social media presence.

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Product Photographer (Freelancer)

Self-employeed

Oct 2017 - Jul 2018 (10 months)

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Assistant Director of E-Commerce

Starburst Technologies

Oct 2017 - May 2018 (8 months)

• Managed the construction of an E-Commerce storefront, focusing on customer service and operational efficiency. • Responded to customer requests, handled financial

Andrew Edelman

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