Bianca Natal
Dacula,GA
Summary
Offering a positive attitude and genuine interest in helping others, ready to thrive in a customer-focused environment. Brings the ability to quickly learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop communication and problem-solving skills in the role of a service.
Professional with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
LMS Administrator
Sage Software Inc.
07.2019 - Current
- Evaluated emerging technologies in learning management systems to stay current with industry best practices and enhance the overall user experience.
- Provided ongoing customer support, addressing inquiries related to course access, progress tracking, and certification requirements.
- Maintained comprehensive records of training completions, certifications earned, and other relevant data points for reporting purposes.
- Facilitated smoother communication among team members by setting up discussion forums within the LMS environment.
- Reduced manual workload through automation of enrollment processes for new courses or programs offered through the LMS system.
- Managed content updates and ensured timely delivery of e-learning materials to users.
- Collaborated with IT teams to resolve technical issues and improve system functionality for end-users.
Technical Support Representative
Sage Software Inc.
06.2016 - 07.2019
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Researched and identified solutions to technical problems.
Reservation Agent
Enterprise Holdings
03.2014 - 05.2016
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Handled billing information over phone.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Provided customers with information about availability and pricing.
Education
Bachelor of Arts - Communications
Bloomsburg University of Pennsylvania
Bloomsburg, PA05.2013
High School Diploma -
Pocono Mountain West High School
Pocono Summit, PA06.2008
Skills
- User management
- Learning management system expertise
- Collaborative learning
- Adaptive learning
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Call center experience
- Microsoft Excel
- Microsoft outlook
- Scheduling
Timeline
LMS Administrator
Sage Software Inc.
07.2019 - Current
Technical Support Representative
Sage Software Inc.
06.2016 - 07.2019
Reservation Agent
Enterprise Holdings
03.2014 - 05.2016
Bachelor of Arts - Communications
Bloomsburg University of Pennsylvania
High School Diploma -
Pocono Mountain West High School
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