MARIA LAPORTE
Crossfield,Alberta
Summary
Competent with well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns. Qualified Advanced Technical Support Specialist with 9 years of helpdesk and customer service experience. Adept at engaging customers and clients. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Articulate Administrative Support with 2 to 3 year record of finding effective solutions to technical issues through troubleshooting and issue analysis. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
10
10
years of professional experience
Work History
TECHNICAL SUPPORT AGENT
SYKES CANADA
05.2021 - 12.2021
- Maintain and update customer's account
- Resolve customer technical issues
- Upgrade customer services and process complaints.
CUSTOMER RELATIONS OFFICER II
TELEPERFORMANCE INC
01.2023 - Current
- Answers customer inquiries about the product
- Improves customer satisfaction
- Performs online troubleshooting for different device types
- Assists customers in setting up devices and repair services.
CUSTOMER SERVICE REPRESENTATIVE
ENBRIDGE GAS
01.2022 - 12.2022
- Answer customers calls and inquiries through email and phone
- Advice customers regarding maintenance and upgrade services
- Answer customer billing questions
- Update customer's billing info and payment method
- Answer customer's inquiries regarding rebates.
OFFICE ADMIN/RECEPTIONIST
HIGHLINE MUSHROOMS
05.2021 - 01.2022
- Answers customers inquiries
- Assist applicants during employment process
- Maintain company records
- Creates and process purchase orders and review receipts for payments
- Monitors call in hotline and document details.
FRAUD/ADMIN SPECIALIST
JP MORGAN AND CHASE INC
01.2020 - 02.2021
SALES AND PUBLISHING CONSULTANT
AUTHORS SOLUTIONS
04.2017 - 09.2020
- Answer managerial calls and process credit
- Helpdesk support password reset LDAP and Citrix troubleshooting support
- Directly report to the US client
- Generates and shares comprehensive and detailed reports about the team performance, mission-related objectives, and deadlines
- Conducts team meetings to update members on best practices and continuing expectations
- Develops strategies to promote team member adherence to company regulations and performance goals
- Assist the hiring manager in screening applicants
- Conduct account interview for applicants passed initial interview.
ADMIN/SALES ASSISTANT (UK BASED PRIVATE CLIENT)
11.2020 - 01.2021
- Update customer's account records
- Process disputes for fraud and non-fraud claims
- Process complaints
- Answer phone inquiries about different charges.
TEAM MANAGER
SYKES ASIA INC
05.2014 - 12.2019
- Answers inbound calls, close sales, negotiates, document and evaluate claims
- Cold calling and lead generation
- Answer inquiries about agreement terms and conditions
- Provide solution for customer's claim inquiry and issues.
Recruitment Specialist
Sykes Asia Inc
11.2016 - 11.2018
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Hired employees and initiated new hire paperwork process.
- Promptly corresponded with applicants and coordinated and conducted interviews.
Education
BA Communication -
Cebu Normal University
AB MASS COMM -
Southwestern University
Skills
- Call centre experience in customer service, technical support, and banking
- Appointment Setting for prospects
- Cold calling and lead generation
- Answer outbound and inbound calls includes answering inquiries and closing a sale
- Update records in CRM
- Admin tools: Canva, crm, slack, sap, salesforce, calendly, miscrosoft and google suite, Zendesk
- Technical Support
- Service Support
- Customer Service
- Application Support
- Network Diagnostics
- Appointment Scheduling
- Technical Issues Analysis
- Customer Service Expert
- Windows 10
- LAN/WAN
- Microsoft Outlook
- Wide-Area Networks
- Issue Troubleshooting
- TCP/IP
- Linksys
- Technical Documents Comprehension
Timeline
CUSTOMER RELATIONS OFFICER II
TELEPERFORMANCE INC
01.2023 - Current
CUSTOMER SERVICE REPRESENTATIVE
ENBRIDGE GAS
01.2022 - 12.2022
TECHNICAL SUPPORT AGENT
SYKES CANADA
05.2021 - 12.2021
OFFICE ADMIN/RECEPTIONIST
HIGHLINE MUSHROOMS
05.2021 - 01.2022
ADMIN/SALES ASSISTANT (UK BASED PRIVATE CLIENT)
11.2020 - 01.2021
FRAUD/ADMIN SPECIALIST
JP MORGAN AND CHASE INC
01.2020 - 02.2021
SALES AND PUBLISHING CONSULTANT
AUTHORS SOLUTIONS
04.2017 - 09.2020
Recruitment Specialist
Sykes Asia Inc
11.2016 - 11.2018
TEAM MANAGER
SYKES ASIA INC
05.2014 - 12.2019
BA Communication -
Cebu Normal University
AB MASS COMM -
Southwestern University
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