Laura Elena Cruz Amante

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Support Analyst

Central Credit Union

Jul 2018 - Jul 2021 (3 years 1 month)

- Responding to customer enquiries and issues via phone, email and a designated tracking tool within specified timeframes; - Gathering sufficient information from the client to make an initial diagnosis; analyzing and solving the more routine issues or, when required, managing the escalation of more complex issues for resolution by a Support Analyst 2 or technical teams; - Scheduling, managing and communicating client requests for assistance, change requests and other such issues through a designated tracking system; monitoring progress to ensure prompt and efficient resolution; - Maintaining accurate and complete documentation of calls received and updating records as issues are resolved and clients notified; - Monitoring the daily flo

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Service Coordinator | Fulfillment Team

Radiant Communications

Oct 2017 - Jul 2018 (10 months)

Promoted to Service Coordinator • Processes service orders for internet connectivity (ADSL, Cable, Cellular, Fixed Wireless, Satellite, T1, Bonded T1, Surelink, Fibre and Hosted PBX) and coordinates provisioning and shipping of equipment (modem, router, switches, cellular kit) • Processes service orders for MPLS and VPN network services • Provisions for MPLS, non-MPLS and ROUTED NAT services for specific accounts, enables monitoring services and DHCP settings. • Updates clients for each service order’s progress (From acknowledging of receipt of service orders, to creating and submission of orders, to confirmation of install dates, to forwarding of shipping tracking details, to confirmation of completion of installs, to start of billing date

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Service Availability Coordinator

Radiant Communications

Jun 2016 - Jul 2018 (2 years 2 months)

As Service Availability Coordinator / Administrator I am primarily responsible for confirming service of Radiant key connectivity products. •Use Radiant and external vendor tools and databases to confirm connectivity service availability. •Work and communicate with external vendors and internal staff to coordoninate the proper execution of service orders. •Notify clients of service options,pricing, plan execution and instalation procedures. •Ensure prompt and clear communication between clients, vendors and internal staff. •Carry out reception duties. Software Tools: - Excel - External vendor portals (Telus, Bell, Sasktel, Rogers, Allstream, etc. ) - Radiant Customer Portal - Radiant Internal Portal (LINK) - Linq

Customer Service Representative

Sage

Jan 2012 - Oct 2013 (1 year 10 months)

-Supported clients in English and Spanish with portal access for several Sage software product lines aimed at addressing business needs for connecting the functional areas of their business (i.e. in accounting, distribution or warehouse, and manufacturing). - Deal directly with customers either by telephone and/or electronically. - Responded promptly to customer inquiries. - Handled and resolve customer complaints. - Obtain and evaluate all relevant information to handle product and service inquiries - Performed customer verifications - Set up new customer accounts. - Reset customer passwords. - Organize workflow to meet customer timeframes. - Direct requests and unresolved issues to the designated resource - Manage customers' accounts - Ke

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Full Time ESL Teacher

Centro Educativo Morelia

Aug 2008 - Jul 2011 (3 years)

Teaching English to elementary school graders - Responsible for coordinating festivals and scholar activities. - Working indoors and outdoors, specially field trips with toddlers, first and second graders. - Taught science and environmental topics in English, Including Philosophy for children strategies in the classroom - Implemented Positive Discipline at the workplace. - Taught about taking care of living beings: plants, insects, small mammals.

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Assistant in Accounting and Human Resources

SEPLADE Secretaria de planeacion y desarrollo estatal

Jan 2007 - Jan 2008 (1 year 1 month)

General Assistant - Organized and updated employees’ files, payroll - Taking calls and messages - Take, type and distribute minutes of meetings - Helping with reports redaction - Prepared and managed correspondence, reports and documents. - Organized and coordinated meetings, conferences, and travel arrangements. - Arranged and confirmed appointments. - Organized internal and external events. - Handled incoming mail and other material - Set up and maintain filing systems - Operated office equipment - Managed office supplies

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Part Time ESL Teacher

UMSNH Universidad Michoacana de San Nicolas de Hidalgo Law school

Jan 2005 - Jul 2005 (7 months)

- Teaching Basic English Language to Law school seniors. - Reviewed students exams, essays and verbal communication.

Laura Elena Cruz Amante

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