Summary
Overview
Work History
Education
Skills
Volunteer Experience
Languages
Timeline
Generic

Raquel Hector

Brampton,CN

Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level customer service position. Ready to help team achieve company goals. Skilled and experienced in identifying the needs of the client and working to find a solution promptly and professionally.

Overview

17
17
years of professional experience

Work History

REMOTE-SERVICE DESK AGENT (BILINGUAL)

FUJITSU
02.2020 - 05.2024
  • Provides a single point of contact for all customers of the service.
  • Ensures that a continuously high level of customer satisfaction is achieved.
  • Responsible for troubleshooting/assisting all inbound calls, emails, or chats (various channels) and ensuring all process and policies are adhered to.
  • Ensures that contingency plans are understood and followed if the Service Desk support tools are unavailable.
  • Responsible for monitoring all channels of support and ensuring proper prioritization and ticket processes are followed.
  • Contacted Resolver groups to progress Incident or Service Request chases initiated by the customer.
  • Reviewed resolution details and take responsibility for closure of all Incidents.
  • Resolved caller issues quickly and thoroughly.
  • Handled and promptly resolved customer complaints to maintain professional relationships.

Technical Analyst (Bilingual)

Coreio
01.2018 - 01.2020
  • Active Directory knowledge- Create new accounts, enable/disable access to specific groups by department with approval
  • Assist in house users and external clients with issues reported via email/inbound calls/in-person
  • Minimize client impact by resolving incidents on first contact as much as possible
  • Essential to provide correct ticket documentation in triage steps or root cause to facilitate trend analysis for continuous improvement
  • Handle and aim to resolve all assigned incidents and requests with utmost care
  • Resolving incidents within 24 hours, tickets requiring longer resolution requires proactive follow ups with clients
  • Collaboratively keeping communication with peers to raise proficiency and consistency through knowledge sharing
  • Ability to deliver consistent level of customer service across the team.

Helpdesk Agent (Bilingual)

Restaurant Technology
01.2017 - 04.2018
  • Support users with Windows 7, 10 and XP for all Canada & USA Tim Hortons locations
  • Investigate & troubleshoot mass deployment issues and Network Printers
  • Troubleshoot & configure switches and routers
  • Software Deployment via Bomgar to Desktop and Laptops
  • Manage user accounts and groups in Active Directory
  • Manage Voicemails and Emails send by restaurant owners and their management team
  • Managing 35 vendors/companies to ensure they always deliver franchisees the best possible service - constantly checking SLA times
  • Troubleshoot mobility issues for smartphones, computers, and tablets
  • Provide support for Microsoft Office Words and Excel
  • Provide support for drive thru timer such as Fast Track and HME EI30 & ZOOM
  • Troubleshoot digital menu board and media engine for location across Canada and USA
  • Update BMC and ZenDesk for ticket system with problem investigation, escalation and resolution.

Technical Support Analyst

NCR McDonalds
01.2011 - 05.2016
  • Provided Level 1 technical support for McDonald’s Canada across Ontario and Quebec
  • Responsible for troubleshooting problems with POS systems for cash registers, drive-thru, kiosks as well as back office applications running in Windows and DOS, including a variety of proprietary systems
  • Utilized BMC Remedy interface for logging all critical/minor incidents and Dynacomm to create technician dispatches
  • Maintained accurate incident records for all client issues and ensured data integrity
  • Trained new technical support analyst
  • Coordinated service calls with 3rd party vendors to replace defective equipment
  • Created knowledge articles towards troubleshooting guide for Level 1 agents
  • Supported escalation line for project installs, deficiency projects and technicians not meeting ETAs.

Customer Care Specialist

Rogers Communications
01.2008 - 05.2011
  • Handled high volume inbound calls for multiple home products including cell phone
  • Updated client’s profile to verify any changes to personal information
  • Processed/arranged customer payments on Rogers’s accounts
  • Created work orders for new/old installations for equipment
  • Provided information on upcoming specials on all company products
  • Resolved customer issue on first call basis with accuracy
  • Assisted with new training techniques to demonstrate creative ways of customer service.

ShipPer & Electrical Hand PICKER

Contact Travel Marketing Services
01.2007 - 05.2011
  • Packaged items for major corporations across Canada
  • Shipped/received merchandise through delivering system
  • Verified inventory in stock matched computer database.

Education

Business Administration Diploma -

Everest College
Brampton, ON
01.2013

Received OSSD -

St-Marguerite D’Youville Secondary School
Brampton, ON
01.2006

Skills

  • Customer service and care
  • Problem-solving skills
  • Positive Attitude
  • Problem-Solving
  • Operating System: Windows All platforms, MS DOS
  • Support Service
  • Incident Management
  • Team Leadership
  • Troubleshooting

Volunteer Experience

  • McHappy Day, 2011, Received donations as Volunteer towards Ronald McDonald House by customer purchasing Happy Meal or Big Mac Meal.
  • Trillium Health Partner, 2014, Assisted with setting up the Annual “Laugh Out loud” Charity Gala. Almost $2.9 was raised for the Emergency and Urgent care program at Trillium Health Partners.

Languages

English
Native or Bilingual
French
Native or Bilingual

Timeline

REMOTE-SERVICE DESK AGENT (BILINGUAL)

FUJITSU
02.2020 - 05.2024

Technical Analyst (Bilingual)

Coreio
01.2018 - 01.2020

Helpdesk Agent (Bilingual)

Restaurant Technology
01.2017 - 04.2018

Technical Support Analyst

NCR McDonalds
01.2011 - 05.2016

Customer Care Specialist

Rogers Communications
01.2008 - 05.2011

ShipPer & Electrical Hand PICKER

Contact Travel Marketing Services
01.2007 - 05.2011

Business Administration Diploma -

Everest College

Received OSSD -

St-Marguerite D’Youville Secondary School

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Raquel Hector