Rebecca W.
Support Desk at Elisa Videra- Claim this Profile
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Bio
Credentials
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ITIL Foundation Level
PeopleCertMay, 2022- Nov, 2024
Experience
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Elisa Videra
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Finland
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IT Services and IT Consulting
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1 - 100 Employee
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Support Desk
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Nov 2020 - Present
Performing all Service Desk roles as specified below, as well as:- Writing and updating Knowledge Articles.- Performing advanced troubleshooting of video conferencing and digital signage equipment.- Guiding local technicians in troubleshooting/replacement of parts.- Working closely with other departments and external partners to offer solutions to problems experienced by our customers.
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Service Desk Technician
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Aug 2019 - Nov 2020
- Working alone and as part of a team to provide solutions to incidents affecting the smooth-running of our clients' businesses in a 24/7/365 support model.- Using Salesforce to process all incidents and service requests from our customers, communicate via email, phone and chat.- Troubleshooting video-conferencing and digital signage equipment.- Booking and operating video-conference meetings remotely and providing guidance to participants.
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Ryanair - Europe's Favourite Airline
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Ireland
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Airlines and Aviation
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700 & Above Employee
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Legal Claims Administrator
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Nov 2018 - Feb 2019
• Processing claims from government bodies and consumer offices from across Europe and responding in English or Spanish. • Liaising with lawyers and international regulators to reach a satisfactory agreement. • Organising my own workload to ensure the successful meeting of the deadline for each claim.
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Customer Service Agent
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Feb 2018 - Nov 2018
• Processed compensation claims regarding disrupted flights and providing the passenger with correct information regarding their entitlements according to European laws. • Kept myself up-to-date on my knowledge of regulations to ensure correct handling of each case. • Wrote letters in a professional and sensitive way to, sometimes, upset and difficult customers in both English and Spanish.
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Zertifica Global
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Spain
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Legal Services
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Customer Services Representative
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Sep 2017 - Dec 2017
• Answering customer’s queries via email and telephone regarding matters relating to their order. • Speaking to customers in a polite manner and relaying undesirable news to the customers in an understanding and calming way. • Liaising with logistics and payments teams to ensure the smooth-running of orders. • Contacting government offices to resolve issues with orders, then relaying the information to the customer. • Answering customer’s queries via email and telephone regarding matters relating to their order. • Speaking to customers in a polite manner and relaying undesirable news to the customers in an understanding and calming way. • Liaising with logistics and payments teams to ensure the smooth-running of orders. • Contacting government offices to resolve issues with orders, then relaying the information to the customer.
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CIEP Mirasierra
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Madrid Area, Spain
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English Language Assistant
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Mar 2017 - Jul 2017
• Assisting in classes in English, providing support with grammar, pronunciation and vocabulary in various subjects including Natural and Social Sciences, English and Art. • Assisting in classes in English, providing support with grammar, pronunciation and vocabulary in various subjects including Natural and Social Sciences, English and Art.
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ATS Euromaster
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United Kingdom
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Vehicle Repair and Maintenance
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500 - 600 Employee
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Validations Officer
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Feb 2017 - Mar 2017
• Using different computer databases to create invoices for different jobs. • Conducting general admin and helping with ongoing projects in the department. • Using different computer databases to create invoices for different jobs. • Conducting general admin and helping with ongoing projects in the department.
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Escola Gavà Mar
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Barcelona Area, Spain
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English Language Assistant
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Sep 2015 - Jun 2016
• Helping children develop their English by working in small groups and doing activities to encourage them to practice speaking and listening skills. • Helping children develop their English by working in small groups and doing activities to encourage them to practice speaking and listening skills.
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IES Gabriela Mistral
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Madrid Area, Spain
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English Language Assistant
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Sep 2014 - Jul 2015
• Assisting children with all aspects of the English language including grammar, vocabulary and pronunciation in a variety of different bilingual-taught classes. • Assisting children with all aspects of the English language including grammar, vocabulary and pronunciation in a variety of different bilingual-taught classes.
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Public Health England
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United Kingdom
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Hospitals and Health Care
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700 & Above Employee
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Data Support Assistant
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Jul 2013 - Jul 2014
• Working with Screening Quality Assurance Service (Midlands & East) on the Sloane Project- an audit of screen-detected non-invasive breast cancer. • Processing a large number of forms per day, I had to ensure that I kept everything in good order and when finished when them, filed them accurately. • Working on a backlog of data, I was required to be self-motivated as there were no particular targets to meet but a lot of information to be organised and processed. • Using tools on Access and Excel to form generate queries; I checked the data entered, found mismatched data and errors and investigated the reasons for these errors in order to ensure the data were accurate. • Knowledge of other databases, including SQL server. Show less
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Štátna Ochrana Prírody Slovenskej Republiky
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Martin, Slovakia
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Student Volunteer
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Apr 2014 - May 2014
• Working at this national park and doing a language course gave me the opportunity to challenge myself as I found ways to communicate with non-English speakers and work in a totally new environment. • Spending time in a small town allowed me to practise relating to different cultures and being able to talk to people from different backgrounds. • Working at this national park and doing a language course gave me the opportunity to challenge myself as I found ways to communicate with non-English speakers and work in a totally new environment. • Spending time in a small town allowed me to practise relating to different cultures and being able to talk to people from different backgrounds.
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Education
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2010 - 2013
University of Bristol
Bachelor of Science - BS, Biology/Biological Sciences, General
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