Madelyn Rodarte

About Madelyn Rodarte

Service-oriented customer advocate with four years of experience leveraging Microsoft product knowledge and analytical skills to identify customer needs, reduce blockers, and troubleshoot issues to optimize the customer experience. Highly effective communicator who can support commercial customers and internal teams in a fast-paced environment. Recognized as a forward-thinking problem solver who plans several steps ahead while managing stakeholder expectations to ensure operational excellence. Recipient of 2019 Q2 Operations Impact Player of the Quarter.

Experience

1. Web Sales & Support

   Microsoft

   Jul 2020 — Present · Redmond, WA, US

   Schedule one-on-one appointments with individual and small business customers working from home.• Support and advise them on Microsoft Digital Store via online and live video chat, bringing store experience to customer.• Answer product-related questions, including technical specifications as well as software/hardware requirements (Windows deployment, Office & Windows troubleshooting, Windows security/updates, and Microsoft Accounts).• Interact with 10-20 customers per day to identify their needs and make product recommendations.• Monitor KPIs and metrics, including CSAT conversion, appointments to transactions, and number of incidents per day.• Provide technical support using Remote Desktop, Microsoft Teams, Service Desk, and internal knowledge-based articles.• Escalate complex issues to Windows/Office Technical support for effective issue resolution.• Create team resources to resolve known issues within Microsoft Teams & OneNote and increase operational efficiency.