Maria Peralta Email and Phone Number

Train, coach and support my Tier 1 colleagues. Partner closely with the Escalations lead on customer issues that need to be escalated to the Product Development team. Support high value customers through the integration of their identity management system (Azure, Okta, ADFS, Google Cloud, etc) to Quickbase via SAML. Providing assistance through all stages of SAML configuration, testing and deployment.

Assist customers with building, troubleshooting and optimizing their Quickbase applications with an eye to automating their workflows and increasing their efficiency. Identify, reproduce, describe and escalate bugs and feature requests to appropriate development team. Participated in the interview and hiring process. Trained new agents in both technical and soft skills. Spoke at Empower the yearly user conference. Earned Expert Builder certification.

Open minded, revels in accomplishment, eager to contribute, and in possession of a unique perspective.

• Demonstrated consistent success at the highest level of customer facing Tier 1 Support. • Employs outstanding communication skills to provide customers with world-class technical support, documenting those interactions using SalesForce, identifying and reporting any product issues while also supporting colleagues• Fosters an environment of support and openness in the office among my colleagues• Assists in the training of new hires throughout the process, including interviewee observations, supporting early training lectures, buddying, 1:1 navigation/observation, coaching and generally answering questions when asked• Enthusiastically participates in expanded roles such as customer issue spotlighting roundtables, escalated frontline info sharing, reporting bug/feature tracking to product/dev teams via correct channels• Monitors and respond to multiple social media channels and community management• Produces clean, interesting and engaging email templates for customers • Supports Business Partners and Solution Providers as part of a specialized team

• Organized and maintained student records, in paper and electronic form• Planned and coordinated meetings between parents, teachers, and service providers• Supervised part-time office clerk• Assumed responsibilities as needed for running front office• Redesigned and updated school website

• Assisted customers with selection and purchase of music CDs and DVDs, updating account info• Performed receptionist duties (answering phones, greeting customers, facilitated purchases) as required• Involved in preparing product for shipping, printing invoices, and updating records

• Arranged and dispatched emergency road services to AAA customers• Negotiated with contracted emergency road service providers to provide customer assistance in a cost effective and timely manner• Communicated estimated time of arrival and other relevant information to AAA customers requiring roadside assistance