Mystelle Leitao
Niagara Falls
Summary
Experienced Customer Service Representative with a personable demeanor, expert problem-solving, and strong communication abilities, dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Passionate Sales Associate with proven skills in connecting with leads to promote products and services. Enthusiastic professional eager to apply leadership, creative qualities, communication, and organizational skills in various work environments while handling concerns and resolving questions with attention to detail.
Overview
3
3
years of professional experience
Work History
Technical Support Advisor
Transcom
07.2024 - Current
- Troubleshooting and Issue Resolution: Troubleshooted and resolved hardware, software, and network issues for customers, providing timely solutions and ensuring minimal downtime
- Customer Interaction and Communication: Delivered exceptional customer service by addressing technical inquiries with clear, concise communication to customers, guiding them through solutions, and managing frustrated or upset users with patience and empathy
- Escalation Handling: Managed escalated technical issues by coordinating with senior technical teams, ensuring quick and effective resolutions for complex problems
- Knowledge Base Management: Contributed to the creation and maintenance of technical documentation, user manuals, and troubleshooting guides to support both customers and internal teams
- Remote Assistance and Diagnostics: Utilized remote desktop tools and diagnostic software to identify and resolve client issues, providing efficient troubleshooting support on call
- Collaboration with Development Teams: Worked closely with developers and engineering teams to report bugs, suggest improvements, and contribute to product enhancement based on customer feedback and technical observations
Inside Sales Associate
Accenture
10.2023 - 06.2024
- Calling clients and helping them get a complete understanding of our services
- The job requires us to sell advertising services to the clients provided to us
- During three months, I have been assigned150+ clients of which I have successfully partnered with120 clients by proactively scheduling meetings with them and their associates, helping them understand how our services would help their business to launch their products on social media platforms
- In a short period, I have been able to achieve recognition from my colleagues due to my excellent performance
Advisor - Technical Support
Concentrix
05.2023 - 07.2023
- Assisting customers by solving issues using product and service expertise
- Maintaining a professional yet interpersonal tone is effective in receiving maximum customer satisfaction
- As a phone advisor, I built multitasking skills to speak, log the case, analyze, and deliver a solution to the customer
- Problem-solving is another soft skill I have developed over time as I got to speak to people with various issues from different walks of life
Access Management - Team Member
JP Morgan Chase & Co
10.2021 - 01.2023
- Providing access to newly hired employees and removing access of the employees that had left the firm were the primary duties of my job role
- Zoom conferences and meetings with our onshore leads based in the USA
- Presentations regarding changes in the process to our Executive Directors and Managing Directors
- Working on Microsoft office applications like Word, Excel, and PowerPoint were the additional part of a usual day at work
- Working on excel sheets while analyzing and comparing data
- Composing emails for clear communication among vendors and clients
- Conducting team meetings for efficiency
- Customer/Client interactions
Education
Bachelor of Arts - English Literature
Wilson College
10.2020
Higher Secondary (HSC) - undefined
Wilson College
03.2017
Skills
- Communication Skills
- Computer Proficiency Skills
- Relationship Building
- Team Management
- Microsoft Word, Excel, PowerPoint
- Problem-Solving
- Customer Support
- Quality management
- Technical troubleshooting
- Client service and interaction
Timeline
Technical Support Advisor
Transcom
07.2024 - Current
Inside Sales Associate
Accenture
10.2023 - 06.2024
Advisor - Technical Support
Concentrix
05.2023 - 07.2023
Access Management - Team Member
JP Morgan Chase & Co
10.2021 - 01.2023
Higher Secondary (HSC) - undefined
Wilson College
Bachelor of Arts - English Literature
Wilson College
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