Laura Kittirath
Belmont,MA
Summary
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Qualified [Desired Position] with solid foundation in customer support. Successfully resolved numerous customer issues, contributing to high satisfaction rates. Demonstrated proficiency in problem-solving and effective communication.
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
20
20
years of professional experience
Work History
Shift Supervisor
Symphony Sushi Restaurant
Boston, MA
07.2024 - Current
- Handle reservations and handling catering orders
- Assist servers and food packers to ensure smooth workflow
- Resolve special requests and/or customer complaints/issues
- Inventory and restocking
- Train staff
- Point of contact for restaurant’s POS system for any requests or issues as well as third-party food delivery apps
- Update and maintain restaurant’s menu on all platforms
- Floor Leadership: Manage the dining floor and back of house - Direct and motivate staff during service. Delegate tasks, manage shift breaks, and ensure smooth workflow during peak rush hours.
- Customer Experience: Greet guests and resolve any customer complaints or special requests in a timely, efficient, and professional manner.
- Shift Operations: Open or close the restaurant. Handle opening/closing checklists, count registers, verify deposits, and secure the premises at the end of the night.
- Quality & Safety Control: Ensure the kitchen and dining areas adhere to food safety regulations and health code sanitation standards.
- Inventory & Restocking: Monitor food and supply levels during the shift, oversee product deliveries, and request necessary items to keep the restaurant stocked.
- Staff Training & Coaching: Educate crew members on menu changes, safety guidelines, and customer service best practices
- Supervising shift workers and ensuring compliance with company policies and safety standards
- Assigning tasks and projects based on employees’ skills and position responsibilities
- Offering mentorship to employees to refine skills
- Providing customer service and conflict resolution when needed
- Documenting incidents, such as injuries, personal conflicts and employee requests
- Managing cash drawers and cash deposits
- Scheduling employees based on availability and staffing needs
- Manage and motivate employees through constant communication
- Make sure guests are receiving “Best In Class" customer service at all times
- Maintain food service and production levels – ensure that food is prepared and served in the appropriate quantity and with the utmost quality
- Ensure operations are in accordance with kitchen sanitation and safety standards
- Start-up and shut-down of restaurant equipment and processes (opening/closing shifts)
- Handle inventory responsibilities including food orders and receipt
- Deliver food during peak hours of operation
- Perform administrative duties including required reports
- Supervised daily operations, ensuring efficient workflow and adherence to health and safety standards.
- Responded to and resolved customer questions and concerns.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
Customer Support Specialist II
Modo Labs
Cambridge, MA
10.2017 - 11.2023
- Stay up to date on functionality and train customers on new features
- Perform troubleshooting and debugging on issues
- Field tickets from customers in a timely and courteous manner
- Partnered with different departments to raise awareness to product issues and customer requests and to coordinate solutions
- Assisted Training Team in various tasks including training videos documentation and led Customer Trainings
Operations Supervisor
Millennium Training Room Rentals
Milton, MA
01.2016 - 10.2017
- Proctor and the Administrator for computerized tests and exams
- Communications Manager between executives, management team, staff, clients, brokers, and vendors
- Negotiate contracts for executives, manage calendars for all executives as well as for staff
- Daily review and verification of sales orders, invoices, financial reports and statements
- Train new hires on company’s practices and procedures
- Set up classrooms for corporate meetings, events, and/or training. Validate that hardware and software meets clients specifications, catering, and any other requests from clients and executives
- Proctor computerized tests/exams and the Administrator for TOEFL exams
- Complete I-9 verifications
- Liaison between clients, brokers, and vendors
- Organize and prepare corporate meetings, catering, events, and computer labs, both internal and externally
- Daily review and verification of sales orders, invoices, and financial reports
- Order and stock office supplies as needed, responsible for updating inventory
- Maintain offices, classrooms, and kitchen
- Set up classroom equipment and computers, validate classroom and software meets clients specifications
- Calendar management
- Assist all executives with any inquiries
- Train and handle staffing for corporate events and proctoring
- Provide customer service to clients in need of assistance
Technical Support Specialist
ERT (Now Clario)
Charlestown, MA
05.2015 - 01.2016
- Triage phone calls and emails as well as escalating any issues to Tier 2 Support when needed
- Learn and provide current technical information and procedures, track and manage tickets in SalesForce
- Work with clinical sites to ensure accessibility to data, addressing any issues with data collection
- Verify and continually updating data changes and internal documentation
- Triage calls as a member of Study Support Center team
- Provide technical information, standard procedures, and best practices
- Work with clinical sites to ensure accessibility to the company’s technology
- Verify data changes and update client’s profile information
- Perform customer support and ad hoc projects as requested by management
Application Support Specialist / Software Trainer
Data Plus, Inc.
North Chelmsford, Massachusetts
03.2012 - 12.2014
- Troubleshoot software issues, test software’s new enhancements, modifications, features, and/or bugs
- Triage phone calls and emails from users when needed. Educating users on using Citrix, managing multiple databases, and customized user interfaces
- Manage training sessions internally as well as traveling off-site to train new users on software which consisted of General Ledger, Accounts Payable, Accounts Receivable, Bank Reconciliation, Purchasing, and Inventory. Training also included webinars using GoToTraining, GoToMeeting, WebEx, etc
- Produce, track, and maintain documentation on all case reports, user manuals, and internal documents
- Collaborate with the Sales and Development team with implementation through internal handoff, kick-off meetings with client, software set-up, training, and providing ongoing support as needed
Online Marketing Representative
Online Buddies, Inc.
Cambridge, MA
10.2006 - 02.2009
- Manage Manage social medial accounts and company’s website
- Research prospects through websites, online trends, and clientele
- Acquire/Train new members and maintain existing members
Education
No Degree - Business Administration
Fisher College
Boston, MA05-2007
Medical Administrative Office Assistant - Medical Administrative Office Assistant Program
Lincoln Technical Institute
Lowell, MA02-2011
No Degree - Business Administration
Fisher College
Boston, MA05-2007
Skills
- Cash handling
- Employee training
- Workplace safety
- Staff management
- Customer-oriented
- Operations management
- Conflict resolution techniques
- Business administration
- Document management
- Project management
- Business development
- Production management
- Team leadership
- Problem-solving
- Daily workflows
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Help desk support
- Call center experience
- Ticket management
- Product knowledge
- Sales support
- Salesforce
- Technical troubleshooting
- Customer service excellence
- Team collaboration
- Verbal and written communication
- Issue troubleshooting
- Analytical thinking
- Email management
- Service ticket management
- Issue and resolution tracking
- Remote technical support
- Training materials development
- Software upgrades
- Incident management
- Application support
- Staff education and training
- User training
- Application installations
- Service desk team management
- Technical issues analysis
- Desktop support
- Documentation development
- Remote support
- Account management
- Customer support
- Software debugging
- Issue research
- Debugging
- Mobile device management
- Customer experience management
- Data recovery
- Software installation
- Troubleshooting and diagnosing
- Remote desktop services and support
- Advanced troubleshooting
- Technical instruction
- Remote technical assistance
- Ticket support system management
- Technical documents comprehension
- Technical support
- User credential management
- User support
- Performance testing
- Information protection
- Service support
- Mac systems
- Customer service
- Product troubleshooting
- Product training
- Issue escalation
- Performance monitoring
- Task delegation
- Staff supervision
- Team Training
- Employee development
- Customer relations
- Customer relationship development
- Inventory coordination
- Workflow optimization
- Management
- Compliance management
- Scheduling coordination
- Budget administration
- Operational planning
- Multitasking and organization
- Relationship building
- Staff training
- Documentation and recordkeeping
- Office management
- Schedule coordination
- Staff scheduling
- Administration and operations
- Report writing
- Report preparation
- Phone and email etiquette
- Administrative management
- Support services
- Scheduling and calendar management
- Schedule management
- Appointment scheduling
- Virtual training
- E-learning development
- Expert communication
- Training delivery
- Learning management systems
- Cross-functional coordination
- Teamwork
- Teamwork and collaboration
- Software expertise
- Attention to detail
- Problem-solving abilities
- Conflict resolution
- Public speaking
- Data organization
- Continuous improvement
- Adaptability
- Training facilitation
- Curriculum development
- Organizational development
- Technical training
- Training program development
- Training program implementation
- Training material development
- Curriculum design
- Project implementation
- Training methods
- Classroom experience
- Knowledge management
- Orientation and onboarding
- Analytical skills
- Finance
- Training method development
- Online training experience
Timeline
Shift Supervisor
Symphony Sushi Restaurant
07.2024 - Current
Customer Support Specialist II
Modo Labs
10.2017 - 11.2023
Operations Supervisor
Millennium Training Room Rentals
01.2016 - 10.2017
Technical Support Specialist
ERT (Now Clario)
05.2015 - 01.2016
Application Support Specialist / Software Trainer
Data Plus, Inc.
03.2012 - 12.2014
Online Marketing Representative
Online Buddies, Inc.
10.2006 - 02.2009
No Degree - Business Administration
Fisher College
Medical Administrative Office Assistant - Medical Administrative Office Assistant Program
Lincoln Technical Institute
No Degree - Business Administration
Fisher College