Cara Cattoni
Airdrie,AB
Summary
As a highly organized customer support specialist with over ten years of experience, I have developed the ability to build meaningful customer relationships with an empathetic and caring approach. My tech-savvy nature has been a great asset in supporting customers with general inquiries and technical issues. I possess the ability to make sound and confident decisions using critical thinking, and can effectively prioritize to meet organizational goals. I thrive working in a fast-paced environment and am now seeking a career opportunity that aligns with my skillset, creativity, and enthusiasm.
Overview
11
11
years of professional experience
Work History
Telecom Administrator
SpikeFli Analytics
Calgary, AB
10.2023 - Current
- Record, compile, summarize and analyze data, and make recommendations to clients to reduce telecom expenses and increase cost-savings.
- Generate routine and ad-hoc financial statements for clients and management, breaking down costs for up to 300 users.
- Manage vendor relationships, negotiating contracts with telecommunication providers for optimal service at competitive prices.
- Coordinate solutions to resolve disputes between clients and service providers.
- Identified opportunities for continuous improvement in existing networks through detailed audits and assessments
Business Provisioning Specialist II
Shaw Business
Calgary, AB
04.2017 - 07.2023
- Provided phone, e-mail, and ServiceNow support for on-site technicians to assist with network configuration and troubleshooting
- Engaged with internal teams to fulfill service sales orders, averaging 60 requests per month
- Interacted with diverse technical field service teams, maintaining business client scheduling and customer service KPIs
- Deciphered complex technical manuals and synthesized content for various audiences
- Managed growing portfolio of 15-20 Advanced Enterprise accounts consisting of clients with 100+ employees, providing technical updates and support
- Managed and maintained content library for peer use, leading to 40% reduction in escalation calls to support teams.
- Identified opportunities for process improvement, implementing changes that led to increased efficiency and productivity across all departments
Service Coordinator
Shaw Business
Calgary, AB
06.2015 - 04.2017
- Triaged inbound calls for business clients experiencing network issues by determining severity of service impact levels and creating trouble tickets for analyst teams
- Effectively managed up to 3 inboxes simultaneously, with high volumes of internal and external e-mails
- Communicated with clients to provide updates on work progress
- Composed e-mails to external customers providing high-level details and updates on mass service outages
- Scheduled and coordinated team meetings and provided detailed minute write-ups
- Prepared reports on service performance metrics and key indicators for management review
- Processed customer invoices and maintained high accuracy for all transactions
Customer Service Representative
Shaw Communications
Calgary, AB
07.2013 - 06.2015
- Answered inbound calls and generated new customer sales by accurately recommending products and services
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Contributed to sales growth by upselling products and services based on individual customer requirements
- Processed payments and maintained high level of accuracy for all transactions
- Consistently met and exceeded monthly sales targets to drive revenue
- Managed large call volumes with average of 75 calls per day while maintaining customer satisfaction
- Conceptualized and designed weekly newsletter to update employees on accomplishments and events according to company brand guidelines.
Education
Technical Writing - Communications
Mount Royal University
Calgary, AB01.2024
Cisco Routing and Switching - Information Technology
SAIT Polytechnic
Calgary, AB01.2017
Information Design - Communications
Mount Royal University
Calgary, AB01.2014
Digital Graphic Communications - Communications
SAIT Polytechnic
Calgary, AB01.2012
Skills
- Proficient with Microsoft Office
- Expertise with Salesforce, ServiceNow, HubSpot, Unified Communications
- Skilful in Adobe InDesign, Photoshop, and Illustrator
- Strong organizational and communication skills
- Experience with various social media platforms
- General HTML/CSS knowledge
- Customer Service
- Organization and Time Management
- Problem-Solving
Timeline
Telecom Administrator
SpikeFli Analytics
10.2023 - Current
Business Provisioning Specialist II
Shaw Business
04.2017 - 07.2023
Service Coordinator
Shaw Business
06.2015 - 04.2017
Customer Service Representative
Shaw Communications
07.2013 - 06.2015
Technical Writing - Communications
Mount Royal University
Cisco Routing and Switching - Information Technology
SAIT Polytechnic
Information Design - Communications
Mount Royal University
Digital Graphic Communications - Communications
SAIT Polytechnic
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