Rikko De Luna Email and Phone Number

Managed network infrastructure including routers, switches, and firewalls with tools like Cisco IOS and Juniper Junos. Utilized Putty for CLI access, troubleshooting, and configuration of network devices. Documented network configurations with SolarWinds and Microsoft Visio. Implemented network security measures including firewall configurations and VPN setup.

Sanitation Worker at Maple Leaf Consumer Foods, I was responsible for maintaining the cleanliness and safety of the facility, ensuring compliance with health and safety regulations. I effectively utilized various cleaning chemicals and machines to sanitize production areas while adhering to strict safety protocols and maintaining equipment for optimal performance.Promoted to Leadhand due to my reliability and initiative, I led a team of sanitation workers, coordinating daily activities with the supervisor to ensure all tasks were completed efficiently. I implemented streamlined cleaning processes that reduced cleaning time from 5 hours to just 2.5 hours, significantly enhancing productivity and operational efficiency.Maintained an excellent deviation record for bacteria count and chemical concentration, ensuring the highest standards of cleanliness and safety were consistently met. My efforts received outstanding reviews from the Canadian Food Inspection Agency (CFI) for maintaining rigorous sanitation standards and effective cleaning practices.Implemented good safety practices throughout the sanitation process, fostering a culture of safety among team members. Additionally, I completed first aid training, equipping me with the skills to respond effectively to emergencies and ensure the well-being of all employees.Operated heavy equipment, including electric pallet jacks and scissor lifts, to facilitate the movement of materials within the facility. Utilizing a high-pressure water system (800 PSI) for deep cleaning tasks, I ensured all surfaces met stringent hygiene standards. In addition to sanitation duties, I was responsible for snow removal around the facility, maintaining safe access for employees and visitors during winter months.

Managed incoming service requests for a range of security systems, including cameras, Tidel safes, DVRs, locks, and home security systems for clients like Coop, 7-11, Esso, Princess Auto, and Giant Tiger.Served as the primary liaison between customers and technicians, ensuring clear communication about service schedules, technical issues, and follow-up actions related to Honeywell products and other security solutions.Utilized advanced scheduling software to efficiently dispatch technicians, optimizing routes to minimize travel time and enhance service response rates.Addressed customer inquiries and complaints with professionalism, providing effective solutions and maintaining high customer satisfaction levels.Kept detailed records of service calls, technician assignments, and inventory for various security products, ensuring operational efficiency and compliance with company policies.Collaborated with installation and sales teams to coordinate new system setups and upgrades, facilitating seamless transitions and enhanced security for clients.Assisted in onboarding and training new dispatch staff on company procedures and software, fostering a supportive team environment.

Handled inbound and outbound calls, providing exceptional service for product inquiries, orders, and services.Assisted customers in finding suitable beauty products based on their needs and preferences.Processed orders, returns, and exchanges efficiently while adhering to company policies.Provided real-time updates on order statuses and troubleshooting issues.Maintained comprehensive knowledge of Sephora’s product lines, including skincare, makeup, and fragrance.Stayed updated on promotions, loyalty programs, and new product launches to enhance customer interactions.Collected and documented customer feedback to identify trends and improve service quality.Escalated unresolved issues to management for swift resolution.Utilized upselling techniques to enhance customer experiences and drive sales.Promoted Sephora’s loyalty program, explaining benefits and encouraging enrollment.- Collaborated with team members and management to share best practices and improve performance.- Participated in training sessions to enhance skills and product knowledge.

Customer Support: Provided expert assistance to over 80 customers daily regarding lottery ticket checkers, guiding them through the process of validating tickets and understanding results.Technical Troubleshooting: Resolved issues related to ticket checkers with a 93% first-call resolution rate, helping customers troubleshoot problems such as misreads or error messages.User Education: Developed and distributed instructional guides for customers on how to properly use ticket checkers, resulting in a 30% decrease in user errors reported.Data Entry and Reporting: Accurately logged customer interactions and technical issues, contributing to a comprehensive database that improved response times and reduced repeat inquiries by 28%.Feedback Analysis: Collected and analyzed customer feedback to identify common issues, leading to enhancements in ticket checker technology and a 20% increase in user satisfaction ratings.

Customer Support: Handled an average of 50 customer calls per day, achieving a customer satisfaction score of 95% based on post-call surveys.Technical Troubleshooting: Resolved 85% of technical issues on the first call, minimizing the need for follow-ups and enhancing customer experience.Installation Guidance: Successfully guided over 200 customers per month through modem and device installations, ensuring a 98% success rate in setup.Product Knowledge: Maintained up-to-date knowledge of 15+ Shaw products and services, contributing to a 30% increase in upsell opportunities during customer interactions.Issue Escalation: Effectively escalated complex issues, reducing resolution time by 20% through collaboration with technical teams.Documentation and Reporting: Documented over 1,000 customer interactions monthly in the CRM system, improving internal knowledge sharing and reducing repeat inquiries by 15%.

Network Monitoring and Management: Continuously monitor network performance, identify issues, and implement solutions to ensure optimal operation and minimal downtime.Configuration and Maintenance: Configure, install, and maintain network hardware and software, including routers, switches, firewalls, and server systems.Security Management: Implement and manage security protocols to protect the network from unauthorized access, cyber threats, and data breaches.Troubleshooting and Support: Provide technical support and troubleshooting for network-related issues to end-users and IT staff, ensuring quick resolution and minimal disruption.Documentation and Reporting: Maintain comprehensive documentation of network configurations, processes, and changes; prepare reports on network performance and incidents for management review.