ELOISA CASSANDRA ERNI

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IT Support Specialist - Major Incident Manager & CMW Responsibilities

Infor PSSC

Jun 2024 - Jul 2025 (1 year 2 months)

• Accurately record all events, timestamps, actions taken, and communications during a Severity 1 (P1) incident. • Capture details on impact to services, affected users, and business consequences. • Log all communication between resolver groups, stakeholders, and management. • Act as a central point of contact during P1 incidents. • Facilitate communication and collaboration between technical teams involved in resolving the incident. • Manage escalations to ensure timely resolution. • Change Management Window (CMW) Hosting (Monthly). • Create and distribute the CMW agenda. • Ensure all necessary information is available for the CMW. • Additionally, my role encompasses virtual assistance tasks, where I coordinate

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Consultant, Associate

ERP Cloud Support

Jun 2021 - Jun 2024 (3 years 1 month)

• Over-all queue manager for IMS clients, this includes answering phone calls from the IMS hotline, assigning incidents from queues that need IMS consultants. • Be able to communicate Severity 1 email notifications for every hour until the incident is resolved. • Develop strong functional consulting skills surrounding Infor applications (and related third party) technologies and tools to support products. • Responsible for onboarding new talents based on a 3 month onboarding plan. • Ensure that client concerns are met within the agreed upon service level agreement. • Be able to deliver knowledge transfers when needed or upon requests. • Create a comprehensive documentation for the whole Service Desk for IMS to utilize. • Analyze cus

Quality Analyst

KMC Solutions

Oct 2019 - May 2021 (1 year 8 months)

• A quality analyst is responsible for ensuring quality customer support is delivered by systematically following a quality form tailor-fit for the company. Implements enhancement of process by providing updates, feedback & by gathering specific data from previous transactions. Evaluating transactions for emails under business helpdesk & Mobile consumer support phone calls, both inbound & outbound. • Required to analyze CEO complaints from direct customers & provide root cause analysis for the whole transaction, spot process gaps & provide recommended rectification of said process gap. Responsible for the day-to-day activities and guidance of their team members. The team manager sets targets, implements guidelines, and assists with any issu

Team Lead - Customer Support

TaskUs

Jul 2019 - Oct 2019 (4 months)

Quality Analyst

TaskUs

Jul 2018 - Jul 2019 (1 year 1 month)

- Responsible for defining performance trends based on quality evaluations and data presented. - Formulates a strategic program that will enable the company to excel in their service and business profoundly. - Evaluates through different communication channels, including email, phone calls (both inbound and outbound), and chat. - Utilized skills in virtual assistance and administrative assistance by regularly auditing support tickets, creating detailed reports, and coordinating with both agents and leadership, which sharpened my attention to detail, communication, and time management. - Although my experience does not include construction administrative support, the ability to manage documentation, spot errors, and streamline processes

Customer Support Executive

TaskUs

Jun 2017 - Jul 2018 (1 year 2 months)

I worked for a car rental application that, and I am trained for the following: ● Verification Line (Background Checking) Conducted thorough checks on drivers and customers using internal tools and third-party systems to ensure compliance and safety. Maintained strict confidentiality and accuracy when handling sensitive identity documents and criminal record searches. Coordinated with external verification partners to resolve discrepancies in background data. ● General Line (Customer Support) Assisted users with account issues, app navigation, cancellations, and general service inquiries. Delivered friendly, efficient support through chat and phone while meeting KPIs in customer satisfaction and response time. Proactively i

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Debt Management (Collections)

Australian Electricity Provider

Oct 2015 - Apr 2016 (7 months)

• Solving clients billing problems and reducing accounts receivable delinquency. • Analyzing feasible payment plans for every consumer based on their financial situation.

Customer Account Executive

The Results Companies

Jan 2015 - Jul 2015 (7 months)

ELOISA CASSANDRA ERNI

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