Rebecca Domingue Email & Phone Number

o Provide technical support to resolve complex issues via Zendesk ticketing system.o Troubleshooting and solving French and English users' technical issues with Veeva cloud applications remotely, via chats, Zoom meetings, and over the phone.o Manage incident requests according to defined procedures and service level agreements.o Document detailed incident reports, including resolution steps and follow-up actions.o Escalate issues to the appropriate teams when necessary.o Offer clear and concise instructions to end-users for issue resolution or procedures.o Monitor IT systems to identify potential issues and initiate preventive actions.o Articulate complex technical concepts to diverse audiences.o Participate in routine maintenance activities, such as software updates.o Generate user management profiles and compliance access using Salesforce and Veeva vault systems.

o Kept detailed records of new installations and related licenses.o Educated service users on new software updates and system capabilities.o Resolved service user requests within target timeframes.o Conducted tactical troubleshooting to identify faults.o Updated software for new functionality and improved security.o Documented actions taken using work order system within SharePoint.o Installed new hardware and software to meet system specifications and user needs.o Performed recovery operations to restore systems following failures.o Investigated reports of system errors to try to reproduce problems and trace faults. o Escalate cases to Ford L2 engineers for review and resolution of complex issues.

Colchester, United Kingdom

o Prepared official checks for customer and internal bank needs.o Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.o Received cash and checks for deposit, verified amounts and endorsements, and examined for counterfeit bills.o Responded and assisted customers with account inquiries and updates.o Explained bank services, financial products, and applicable fees to customers.o Verified amounts and endorsements on cheques and examined cash to prohibit acceptance of counterfeit bills.o Eliminated errors when balancing cash machine transactions, teller cash dispensers and teller cash recyclers.o Assisted with loan applications, guiding on procedures and process.o Recommended bank products and services to current and prospective customers.o Counted funds accurately with manual and machine-assisted methods.o Referred 25 business customers to subscribe to Lloyds' business banking products within 3 months.

Colchester, Essex, United Kingdom

o Managed outbound and inbound phone calls.o Supervised and trained over 15 new employees over a period of 2 years.o Operated in a fast-paced environment offering daytime and after-hours support to help customers.o Liaised with insurance providers about claims authorization and coding issues by ensuring they were resolved and exceeded monthly goals.

o Resolved customer queries over phone and by email.o Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions.o Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.o Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.o Processed and issued product orders and service upgrades for customers.o Promoted company products using approved techniques, increasing revenue and exceeding performance expectations.o Stayed current on policies, procedures, and standards to offer optimal support.

Master Of Science - Ms, Management

Developed knowledge and skills in creating and implementing strategic decision-making processes. Gained an understanding of managing.

Level 5 Diploma In Leadership And Management, Management, Distinction

Bts, Management Des Unités Commerciales Acquis

Activities and Societies: Les galeries Lafayette

Bachelor Of Arts - Ba, Business Management, First Class

Activities and Societies: 👮‍♀️Elected Student Governor during the pick of the pandemic by running an online campaign spontaneously.