Denise Gama

Took customer calls and assisted in inquiries, issues and basic troubleshooting processes in regards to their security system.
Trained in using and navigating the SAM Database by checking customer accounts - their contact and billing information, any documentation (contracts & agreements), their security alarm history & account notes, and also tickets created for their technical issues and scheduled appointments.
Trained in data entry of new and updating existing customer accounts - adding and double checking their equipment list, verifying signals for equipment and doing post survey questions with customer over the phone and confirming their payment information for monthly billing.
Strong collaboration and teamwork with technical, sales and operations team overall in order to provide a good customer service.

Involved in designing floor plans and creating presentation drawings using computer-aided design software for clients with training and supervision of the Senior Designer.
Worked from company plan catalogs, rough drafts & sketches and specifications to provide a final approved residential building plan.
Trained in previous and latest versions of AutoCAD and has a good understanding of its features and technical aspects that is needed to create floor plans, sections and elevations approved by Senior Designer
Communicated with clients by receiving calls and responding to emails in terms of their inquiries and questions of any additions and changes needed to be added to their structure in the planning and final stages.
Trained how to do billing and taking debit & credit card payments over the phone or using an automated debit machine.

Awarded with a plaque as the "Global eTraining Operations Team MVP" at a Brattberg Group Awards in 2016.

Operations Administrator
Tasked in managing admissions and enrollments for learners using the Absorb Learner Management System (Absorb LMS)
Handled customer orders via customized company form, Salesforce or from the e-commerce company website in order to create user accounts for access in the online learning platform
Processed and prepared monthly and quarterly reports for breakdown of learner enrollments, measurement of learner’s performance through the Kirkpatrick Model (KPIs) by survey results and online course test results.
Involved in heavy data entry of customer information and initial customer service agent for any inquiries about course enrollments.

Technical Associate
Managed tickets using the Team Support Helpdesk portal as the initial point of contact of all customer queries and issues.
Reached out to clients through tickets and arranged calls and web meetings to better help in resolution of their problems in terms of their user account/enrollments, quality assurance of the course products or any basic technical questions involving the course or the software being used.
Helped in the quality review and beta testing of online course products being provided by the company (Autodesk, Microsoft, Adobe or any other software)
Involved in the tasks assigned by the Operations Team Director in order to better create an efficient system in the process of transitioning over to a newer platform of the LMS