Cindy Andrie

Account Executive at Live Virtual Help Desk
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Contact Information
us****@****om
(386) 825-5501
Location
Quispamsis, CA
Languages
  • English -
Skills

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5.0

/5.0
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Michelle Randall

I have worked directly with Cindy for 6 or so years as a co-worker in a support position, as well as working as my direct team lead in our previous roles. Her hands-on technical experience has proven to be a great asset when troubleshooting problems with a wide range of clientèle. The key to this, her ability to articulate the solution to match the technical level of the client. Cindy is a positive and friendly person who demonstrates this in all that she does in her life. As someone who has managed other team members, she very effectively organizes and communicates the requirements of the job at hand on a personal level.

Trevor A Nelson

I have had a pleasure of knowing Cindy Andrie for the past 2 years and have been working as one of her Managers for about 1 year. Cindy is a creative team player. She is intelligent and highly motivated. Her technical skills are impressive, which when combined with her technical help-desk experience, makes her a value to any IT company. Cindy is a very positive person and is able to maintain that attitude despite any challenges sent her way.

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Credentials

  • McGill Personal Finance Essentials
    McGill University - Desautels Faculty of Management
    Oct, 2020
    - Oct, 2024
  • Putting ITIL® into Practice: Problem Management Techniques
    Lynda.com
    Dec, 2017
    - Oct, 2024
  • Learning Salesforce
    -
    Jul, 2017
    - Oct, 2024
  • Professional Photography
    The New York Institute of Photography
    Nov, 2015
    - Oct, 2024
  • Shooting with the Nikon D800
    lynda.com
    Jan, 2014
    - Oct, 2024
  • Computer Technician
    -
  • DiveMaster
    -

Experience

  • Live Virtual Help Desk
    • Canada
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Account Executive
      • Mar 2023 - Present

      Job Description: Collaborated with the Business Development team to support and nurture existing customer relationships, fostering long-term partnerships with clients and vendors, and driving sales growth. Delivered timely and comprehensive product, technical, and pricing information to support our sales efforts, ensuring that customer needs were met. Presented innovative and effective solutions that addressed customer challenges, resulting in notable increases in sales… Show more Job Description: Collaborated with the Business Development team to support and nurture existing customer relationships, fostering long-term partnerships with clients and vendors, and driving sales growth. Delivered timely and comprehensive product, technical, and pricing information to support our sales efforts, ensuring that customer needs were met. Presented innovative and effective solutions that addressed customer challenges, resulting in notable increases in sales revenue. Educated customers on product features and benefits, fostering increased engagement and satisfaction. Effectively managed contract administration requests, consistently surpassing set goals and expectations. Upheld the highest levels of professionalism, integrity, and a strong commitment to fostering innovation and growth. Actively participated in onboarding new clients and partners, serving as a key liaison with cross-functional internal teams to optimize the overall customer experience. Spearheaded the transition of our Knowledge Base (KB) and internal onboarding systems to IT Glue, streamlining processes and enhancing operational efficiency. Proactively ensured client satisfaction by providing real-time feedback to our Operations team and addressing concerns promptly. Utilized recurring cadence calls to identify and address challenges and successes within our partnerships, fostering strong and mutually beneficial collaborations. Achievements: Successfully nurtured and expanded existing customer relationships, leading to heightened satisfaction and long-term loyalty. Presented innovative solutions that directly addressed customer challenges, resulting in a substantial increase in sales revenue. Consistently exceeded contract administration goals, demonstrating exceptional performance. Actively educated customers on product benefits, contributing to elevated engagement and satisfaction. Spearheaded the transition to IT Glue, streamlining processes and enhancing operational efficiency.

    • Account Manager
      • Mar 2016 - Present

      Job Description: Developed and maintained strong relationships with clients, Managed Service Providers (MSPs), and channel partners, fostering trust and rapport. Collaborated with key partners, prepared reports, and effectively communicated with clients, ensuring their needs and expectations were met. Responsively addressed client queries and identified new business opportunities among existing customers, contributing to business growth. Played a crucial role in onboarding new… Show more Job Description: Developed and maintained strong relationships with clients, Managed Service Providers (MSPs), and channel partners, fostering trust and rapport. Collaborated with key partners, prepared reports, and effectively communicated with clients, ensuring their needs and expectations were met. Responsively addressed client queries and identified new business opportunities among existing customers, contributing to business growth. Played a crucial role in onboarding new clients and partners, serving as a liaison with cross-functional internal teams to enhance the overall customer experience. Spearheaded the transition of Knowledge Base (KB) and internal onboarding systems to IT Glue, improving operational efficiency and streamlining processes. Worked diligently to ensure client satisfaction, providing Operations with real-time feedback and addressing concerns promptly. Utilized recurring cadence calls to identify challenges and successes within the partnerships, adapting strategies for optimal results. Achievements: Successfully built and maintained strong client relationships, enhancing customer loyalty and satisfaction. Collaborated effectively with key partners and produced reports that supported data-driven decision-making. Proactively addressed client inquiries and identified business growth opportunities, contributing to revenue expansion. Facilitated the onboarding of new clients and partners, improving the overall customer experience. Led a successful transition to IT Glue, resulting in increased operational efficiency and streamlined processes. Ensured client satisfaction through real-time feedback and issue resolution. Utilized recurring cadence calls to improve partnership outcomes, fostering stronger collaborations.

    • Senior Analyst / Shift Lead
      • 2010 - Present

      Job Description: Communicated electronically and via phone with computer users to identify and document problems experienced. Conducted research by consulting user guides, technical manuals, and other resources to implement effective solutions. Led a team of Helpdesk Technicians and NOC Engineers, taking charge of support ticket prioritization and maintaining effective communication with teams and clients in both standard and emergency situations. Provided robust, technically… Show more Job Description: Communicated electronically and via phone with computer users to identify and document problems experienced. Conducted research by consulting user guides, technical manuals, and other resources to implement effective solutions. Led a team of Helpdesk Technicians and NOC Engineers, taking charge of support ticket prioritization and maintaining effective communication with teams and clients in both standard and emergency situations. Provided robust, technically proficient, and friendly technical support services to Managed Service Providers (MSPs), Value-Added Resellers (VARs), Internet Service Providers (ISPs), and other businesses. Thrived in a fast-paced environment while consistently maintaining attention to detail and meeting tight deadlines. Demonstrated strong collaboration, problem-solving skills, critical thinking, and a commitment to continuous learning in computer and technology knowledge, covering Windows, MAC, networking hardware, internet technologies, and servers. Obtained HIPAA certification to ensure compliance and data security. Achievements: Effectively communicated and resolved technical issues, contributing to user satisfaction. Demonstrated research skills and technical proficiency in implementing solutions. Provided leadership as a Shift Lead, successfully managing support ticket priorities and ensuring effective team-client interactions. Offered technically proficient and friendly support services, enhancing the reputation of the department. Thrived in a dynamic and fast-paced work environment, consistently meeting deadlines and maintaining quality. Collaborated within the team, showcasing problem-solving abilities and a commitment to ongoing learning. Achieved HIPAA certification, demonstrating a dedication to data security and compliance.

  • GameRant.com (Game Rant)
    • Canada
    • Entertainment
    • 100 - 200 Employee
    • Freelance Writer
      • Jan 2010 - Oct 2010

      Job Description: Covered video game news, previews, and reviews, adopting an editorial approach to all content. Added insight, background, and analysis to generate original reading material that engaged and informed gamers. Worked in a fast-paced remote environment, meeting rigorous and ambitious writing and publishing deadlines. Collaborated with editorial teams and contributed both individually and in group projects. Achievements: Produced high-quality video game-related… Show more Job Description: Covered video game news, previews, and reviews, adopting an editorial approach to all content. Added insight, background, and analysis to generate original reading material that engaged and informed gamers. Worked in a fast-paced remote environment, meeting rigorous and ambitious writing and publishing deadlines. Collaborated with editorial teams and contributed both individually and in group projects. Achievements: Produced high-quality video game-related content that was informative and engaging to the gaming community. Contributed to the development of insightful and in-depth articles, fostering discussions and interactions among gamers. Demonstrated the ability to work efficiently in a fast-paced, remote environment with tight deadlines. Collaborated with editorial teams, showcasing strong teamwork and communication skills. Show less Job Description: Covered video game news, previews, and reviews, adopting an editorial approach to all content. Added insight, background, and analysis to generate original reading material that engaged and informed gamers. Worked in a fast-paced remote environment, meeting rigorous and ambitious writing and publishing deadlines. Collaborated with editorial teams and contributed both individually and in group projects. Achievements: Produced high-quality video game-related… Show more Job Description: Covered video game news, previews, and reviews, adopting an editorial approach to all content. Added insight, background, and analysis to generate original reading material that engaged and informed gamers. Worked in a fast-paced remote environment, meeting rigorous and ambitious writing and publishing deadlines. Collaborated with editorial teams and contributed both individually and in group projects. Achievements: Produced high-quality video game-related content that was informative and engaging to the gaming community. Contributed to the development of insightful and in-depth articles, fostering discussions and interactions among gamers. Demonstrated the ability to work efficiently in a fast-paced, remote environment with tight deadlines. Collaborated with editorial teams, showcasing strong teamwork and communication skills. Show less

  • Shaw Communications
    • Canada
    • Telecommunications
    • 700 & Above Employee
    • Customer Accounts Representative
      • 2008 - 2009

      Job Description: Answered telephones and consistently provided pleasant, professional, and knowledgeable service, delivering an exceptional customer experience. Processed various customer account-related requests, including new service installations, moves, changes, special services, equipment purchases, and disconnections. Successfully achieved telephone performance goals to meet and exceed customer service standards. Explained billing details and resolved inquiries for external… Show more Job Description: Answered telephones and consistently provided pleasant, professional, and knowledgeable service, delivering an exceptional customer experience. Processed various customer account-related requests, including new service installations, moves, changes, special services, equipment purchases, and disconnections. Successfully achieved telephone performance goals to meet and exceed customer service standards. Explained billing details and resolved inquiries for external customers. Assisted customers in selecting cable, telephone, and Internet products by highlighting the features, advantages, and benefits of the services. Collaborated as a team to ensure both department and individual performance goals were met on a daily basis. Took on additional responsibilities, such as building manuals, creating documents, and managing team tracking, as needed. Achievements: Provided consistently high-quality customer service, contributing to a positive customer experience. Demonstrated strong performance by efficiently processing various customer account-related requests. Exceeded telephone performance goals, ensuring a high level of service quality. Successfully explained billing details and addressed customer inquiries, fostering customer satisfaction. Played a key role in promoting and selling cable, telephone, and Internet products. Worked collaboratively within a team to achieve department and individual performance goals. Took on additional responsibilities as needed, showcasing adaptability and a proactive approach.

    • Customer Service Representative
      • 2006 - 2008

      Job Description: Answered telephones and consistently provided pleasant, professional, and knowledgeable service, delivering an exceptional customer experience. Processed various customer service requests, including new service installations, moves, changes, special services, equipment purchases, and disconnections. Successfully achieved telephone performance goals to meet and exceed customer service standards. Explained billing details and resolved inquiries for external… Show more Job Description: Answered telephones and consistently provided pleasant, professional, and knowledgeable service, delivering an exceptional customer experience. Processed various customer service requests, including new service installations, moves, changes, special services, equipment purchases, and disconnections. Successfully achieved telephone performance goals to meet and exceed customer service standards. Explained billing details and resolved inquiries for external customers. Assisted customers in selecting cable, telephone, and Internet products by highlighting the features, advantages, and benefits of the services. Collaborated as a team to ensure both department and individual performance goals were met on a daily basis. Took on additional responsibilities, such as building manuals, creating documents, and managing team tracking, as needed. Achievements: Provided consistently high-quality customer service, contributing to a positive customer experience. Demonstrated strong performance by efficiently processing various customer service requests. Exceeded telephone performance goals, ensuring a high level of service quality. Successfully explained billing details and addressed customer inquiries, fostering customer satisfaction. Played a key role in promoting and selling cable, telephone, and Internet products. Worked collaboratively within a team to achieve department and individual performance goals. Took on additional responsibilities as needed, showcasing adaptability and a proactive approach.

  • West Corporation
    • Türkiye
    • Computer and Network Security
    • Operations Team Lead
      • Dec 2004 - Nov 2006

      Job Description: Supervised, trained, and evaluated a team of staff members, providing leadership and guidance. Established and maintained cooperative working relationships within the team and with other departments. Analyzed operational problems, identified alternative solutions, and implemented corrective actions to improve efficiency and productivity. Successfully completed a formalized standardized Operations Team Lead (OTL) training program. Achievements: Effectively… Show more Job Description: Supervised, trained, and evaluated a team of staff members, providing leadership and guidance. Established and maintained cooperative working relationships within the team and with other departments. Analyzed operational problems, identified alternative solutions, and implemented corrective actions to improve efficiency and productivity. Successfully completed a formalized standardized Operations Team Lead (OTL) training program. Achievements: Effectively led and managed a team of staff, ensuring the team's productivity and performance. Fostered a collaborative work environment, promoting teamwork and communication. Demonstrated problem-solving skills and a proactive approach to addressing operational challenges. Contributed to process improvements and efficiency enhancements. Successfully completed a formalized training program, enhancing leadership and management skills.

    • Customer Service Representative
      • Feb 2003 - Dec 2004

      Job Description: Received and processed incoming phone calls for Customer Care, BEUC, and RSD Desk. Obtained, entered, and verified customer information, including names, addresses, and credit card numbers, while adhering to data security protocols. Answered customer inquiries, resolved issues, and followed established scripts to provide the highest quality and responsive service. Strived to enhance the department's relationship with customers, ensuring customer satisfaction and… Show more Job Description: Received and processed incoming phone calls for Customer Care, BEUC, and RSD Desk. Obtained, entered, and verified customer information, including names, addresses, and credit card numbers, while adhering to data security protocols. Answered customer inquiries, resolved issues, and followed established scripts to provide the highest quality and responsive service. Strived to enhance the department's relationship with customers, ensuring customer satisfaction and loyalty. Conducted return phone calls to customers in case of technical problems during their initial incoming calls. Ensured that all calls were processed in strict adherence to established policies and procedures, as well as any relevant federal laws and regulations. Successfully completed initial classroom and on-the-job training, as well as ongoing product training. Achievements: Effectively managed and processed incoming customer calls, providing timely and accurate assistance. Maintained data security and customer confidentiality during information handling. Demonstrated a commitment to providing high-quality customer service and issue resolution. Contributed to the improvement of customer relationships, promoting loyalty and satisfaction. Ensured compliance with established policies and procedures, as well as relevant legal requirements. Successfully completed comprehensive training programs, including initial and ongoing training for new products and services.

  • Mako Computer Services
    • Owner Operator
      • Jan 1994 - Dec 2003

      Job Description: Dealing with the public, providing on-site and in-shop service technician support. Specialized in repairing, building, and installing PCs to meet clients' needs. Instructed clients on internet usage, PC software, and PC hardware skills, contributing to their digital literacy. Served as the Computer Department Manager, overseeing all aspects of the department. Managed the ordering process from suppliers, pricing strategies, and inventory… Show more Job Description: Dealing with the public, providing on-site and in-shop service technician support. Specialized in repairing, building, and installing PCs to meet clients' needs. Instructed clients on internet usage, PC software, and PC hardware skills, contributing to their digital literacy. Served as the Computer Department Manager, overseeing all aspects of the department. Managed the ordering process from suppliers, pricing strategies, and inventory control. Achievements: Successfully operated and grew a computer services business for 9 years, providing valuable technical solutions to clients. Built and maintained strong customer relationships, ensuring customer satisfaction. Demonstrated expertise in PC hardware and software, assisting clients in resolving technical issues. Efficiently managed the computer department, optimizing inventory control and pricing strategies. Show less Job Description: Dealing with the public, providing on-site and in-shop service technician support. Specialized in repairing, building, and installing PCs to meet clients' needs. Instructed clients on internet usage, PC software, and PC hardware skills, contributing to their digital literacy. Served as the Computer Department Manager, overseeing all aspects of the department. Managed the ordering process from suppliers, pricing strategies, and inventory… Show more Job Description: Dealing with the public, providing on-site and in-shop service technician support. Specialized in repairing, building, and installing PCs to meet clients' needs. Instructed clients on internet usage, PC software, and PC hardware skills, contributing to their digital literacy. Served as the Computer Department Manager, overseeing all aspects of the department. Managed the ordering process from suppliers, pricing strategies, and inventory control. Achievements: Successfully operated and grew a computer services business for 9 years, providing valuable technical solutions to clients. Built and maintained strong customer relationships, ensuring customer satisfaction. Demonstrated expertise in PC hardware and software, assisting clients in resolving technical issues. Efficiently managed the computer department, optimizing inventory control and pricing strategies. Show less

  • Paradon Computers
    • United States
    • Graphic Design
    • 1 - 100 Employee
    • Service Writer / Technician
      • Nov 1997 - Dec 1999

      Job Description: Served as a vital liaison between customers and the technical team, ensuring clear communication and efficient service delivery. Conducted computer service and repair tasks, both on-site and remotely, addressing a wide range of technical issues. Provided telephone customer support, assisting clients in resolving technical problems and inquiries. Handled cash transactions, contributing to the financial aspects of the business. Engaged in sales activities… Show more Job Description: Served as a vital liaison between customers and the technical team, ensuring clear communication and efficient service delivery. Conducted computer service and repair tasks, both on-site and remotely, addressing a wide range of technical issues. Provided telephone customer support, assisting clients in resolving technical problems and inquiries. Handled cash transactions, contributing to the financial aspects of the business. Engaged in sales activities, promoting products and services to customers. Undertook some Return Merchandise Authorization (RMA) duties, processing returns and exchanges. Offered technical support, addressing and resolving customers' technical challenges. Achievements: Successfully bridged the communication between customers and technicians, resulting in improved service quality and customer satisfaction. Demonstrated strong technical skills, effectively troubleshooting and repairing various computer-related issues. Provided exceptional telephone customer support, enhancing the company's reputation for prompt and effective assistance. Efficiently managed cash transactions, contributing to the financial stability of the business. Played a role in driving sales, increasing revenue and expanding the customer base. Proficiently handled RMA duties, ensuring a smooth and customer-friendly returns process. Show less Job Description: Served as a vital liaison between customers and the technical team, ensuring clear communication and efficient service delivery. Conducted computer service and repair tasks, both on-site and remotely, addressing a wide range of technical issues. Provided telephone customer support, assisting clients in resolving technical problems and inquiries. Handled cash transactions, contributing to the financial aspects of the business. Engaged in sales activities… Show more Job Description: Served as a vital liaison between customers and the technical team, ensuring clear communication and efficient service delivery. Conducted computer service and repair tasks, both on-site and remotely, addressing a wide range of technical issues. Provided telephone customer support, assisting clients in resolving technical problems and inquiries. Handled cash transactions, contributing to the financial aspects of the business. Engaged in sales activities, promoting products and services to customers. Undertook some Return Merchandise Authorization (RMA) duties, processing returns and exchanges. Offered technical support, addressing and resolving customers' technical challenges. Achievements: Successfully bridged the communication between customers and technicians, resulting in improved service quality and customer satisfaction. Demonstrated strong technical skills, effectively troubleshooting and repairing various computer-related issues. Provided exceptional telephone customer support, enhancing the company's reputation for prompt and effective assistance. Efficiently managed cash transactions, contributing to the financial stability of the business. Played a role in driving sales, increasing revenue and expanding the customer base. Proficiently handled RMA duties, ensuring a smooth and customer-friendly returns process. Show less

  • Empire Used Auto Parts
    • Manager
      • Jan 1997 - Oct 1997

      Job Description: Managed the office and supervised a team of 8 employees, providing leadership and guidance to ensure smooth operations. Handled customer service responsibilities, addressing inquiries, and resolving customer issues to maintain a high level of satisfaction. Responsible for opening and closing the store, including cash management and daily financial reconciliation. Played a key role in purchasing salvage items and managing inventory to meet customer demand. Managed… Show more Job Description: Managed the office and supervised a team of 8 employees, providing leadership and guidance to ensure smooth operations. Handled customer service responsibilities, addressing inquiries, and resolving customer issues to maintain a high level of satisfaction. Responsible for opening and closing the store, including cash management and daily financial reconciliation. Played a key role in purchasing salvage items and managing inventory to meet customer demand. Managed the "Hollander Yard Management System," optimizing yard operations and inventory tracking. Interacted with ICBC (Insurance Corporation of British Columbia) and various other insurance companies to facilitate claims and services. Achievements: Successfully managed the office and staff, ensuring a well-organized and efficient work environment. Demonstrated strong customer service skills, enhancing the company's reputation and customer loyalty. Efficiently handled financial responsibilities, contributing to the store's profitability. Expertly managed salvage and inventory, optimizing stock levels and sales. Proficiently oversaw the "Hollander Yard Management System," improving yard operations. Built and maintained positive relationships with ICBC and other insurance companies, ensuring smooth business interactions. Show less Job Description: Managed the office and supervised a team of 8 employees, providing leadership and guidance to ensure smooth operations. Handled customer service responsibilities, addressing inquiries, and resolving customer issues to maintain a high level of satisfaction. Responsible for opening and closing the store, including cash management and daily financial reconciliation. Played a key role in purchasing salvage items and managing inventory to meet customer demand. Managed… Show more Job Description: Managed the office and supervised a team of 8 employees, providing leadership and guidance to ensure smooth operations. Handled customer service responsibilities, addressing inquiries, and resolving customer issues to maintain a high level of satisfaction. Responsible for opening and closing the store, including cash management and daily financial reconciliation. Played a key role in purchasing salvage items and managing inventory to meet customer demand. Managed the "Hollander Yard Management System," optimizing yard operations and inventory tracking. Interacted with ICBC (Insurance Corporation of British Columbia) and various other insurance companies to facilitate claims and services. Achievements: Successfully managed the office and staff, ensuring a well-organized and efficient work environment. Demonstrated strong customer service skills, enhancing the company's reputation and customer loyalty. Efficiently handled financial responsibilities, contributing to the store's profitability. Expertly managed salvage and inventory, optimizing stock levels and sales. Proficiently oversaw the "Hollander Yard Management System," improving yard operations. Built and maintained positive relationships with ICBC and other insurance companies, ensuring smooth business interactions. Show less

Education

  • The New York Institute of Photography
    Professional Photography, Photography
    2014 - 2015
  • Vancouver Diving Institute
    DiveMaster, PADI Diving Instructor
    1997 - 1997
  • CDI College
    Computer Maintenance Technician, Computers & Technology
    1994 - 1994
  • Parklands / North Saanich
    High School / Middle School
    1986 - 1992

Community

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