Perla Lértora

Experience

• 

  NCO Group

  Dec 2009 - Feb 2012

  Customer Service Specialist

  Customer service for T-mobile

• 

  [24]7.ai

  Nov 2012 - Dec 2016

  Customer Service Specialist

  Managed escalated cases for Citibank customers. Review bank transactions for customer to find any discrepancies on their back statements Help new team member resolve cases by providing floor support

• 

  TELUS International

  Jan 2017 - Oct 2021

  Troubleshoot and provide support and help end users , to test and repair daily used applications, general software issues and used equipment like Chromebooks and Google Meet hardware.Documented all transactions and support interactions in Salesforce for future reference and addition to knowledge base.Keep track and follow up of items through tickets to provide required support in standard SLAs and internal team metrics. Work with support engineers to get users issue resolved in a timely mannerCollaborated with other to find the quickest path to solve customers issues and avoid escalations.Create communications and meetings minutes for teams. Show less

  • Google | Chrome browser and ChromeOS devices Technical support

    Nov 2019 - Oct 2021

  • Google Workspace's | Generalist Technical Support

    Jan 2017 - Oct 2019
• 

  Frontier Therapy

  Jan 2021 - Jan 2022

  Payroll and Billing Coordinator

  Prepare invoices, authorize and reconcile payments as per the clients contractsAssist in the preparation and processing of semi-monthly; bi-weekly payrolls; review and ensure accuracy of approved timesheets; track and deduct all garnishments and other special payroll deductionsAddressing all payroll-related questions, includes managing the payroll inbox and incoming calls.

• 

  Monday.com

  Jan 2023 - now

  Technical Support Engineer

  Perform in-depth troubleshooting and handle the most complex client inquiries Manage and solve assigned cases by providing the best support solution given the client needsInvestigate the root cause of issues by isolating the problem and searching application logsReference technical documentation and aid in building internal knowledge base content where gaps may be present Work closely with business and engineering teams to ensure transparent communication and efficient issue resolution Develop regular reports to understand the health and quality of our platform Show less