About the Candidate
Hi My name is Leana. I am mom of a 15 year old boy and I read books or watch Korean series during my free time. I have been working in the industry for 13 years and I owe it to the companies that I have been with all the knowledge, experience and success that I have right now. As for my expertise,
* I have a strong analytical and problem-solving skills honed through 13 years of experience in both Technical and Customer service field.
* I am proficient in WordPress, Salesforce, HubSpot, ZenDesk, PipeDrive, GoHighLevel, Slack, Zoom Meeting, Google Classroom, Microsoft Team and Trello that enables efficient data analysis and project management.
* I also have an excellent communication and interpersonal skills, fostering collaboration within cross-functional teams.
* Proven ability to lead and mentor team members, resulting in improved productivity and project success.
* I am committed in staying current with industry trends and emerging technologies to maintain a competitive edge.
I am not just seeking a job, I’m looking to become an integral part of a team that values innovation and collaboration. My experience working on groundbreaking projects, such as startup companies like Aloware and working at home has not only sharpened my problem-solving abilities but has also taught me to value the importance of clear communication and teamwork.
I am passionate about driving positive change and believe that my ability to see the bigger picture while paying attention to the smallest details sets me apart. I am eager to bring my dedication, adaptability, and creative thinking to help your organization reach new heights.
Thank you for your time and I hope to become a part of your team.
Education
BS Nursing
Experience
● February 2021 – October 2021- Technical Support Engineer
● November 2021 – January 2022 – Technical Support team Manager (INTERIM)
● February 2022 – October 2022- Senior Technical Engineer for Customer
Success Team
● November 2022 – May 2023 – Onboarding Team Manager
● June 2023 – June 2024 – Solutions Engineer
(Plays a critical role in ensuring clients success by providing technical
expertise and solutions tailored to their unique requirements.)
Assisting clients in building their call scripts using Studio app for data-directed call routing
● Resolving reporting and Workforce Engagement Management
● Call Logs Diagnosis – Solving call issues such as latency, abandoned
calls, calls not routing using Empirix and webrtc tools. Reaching out to
our partner carriers for further investigation
● Onboarding clients and making sure that the settings of their software is properly set up.
● Assisting the clients in connecting their Kigo Software to different booking sites such as Airbnb, TripAdvisor, Booking.com, Guesty, VRBO, Travelstaytion, Holidu, Hometogo, Expedia and Agoda.
● Assisting the client in integrating their payment method softwares such as PayPal, Stripe and Pricelabs
● Knowledge in building a website via WordPress. Making a website live using GoDaddy and other domain services.
● Resolving telephony issues such as provisioning IP phones, audio issues, porting requests and account settings.
● Troubleshooting network devices such as Routers, Modem and Extenders.
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