LIEZL A. Bortolussi
Feeding Hills,MA
Summary
Experienced and dependable general worker with a proven track record of efficiently completing tasks in various settings. Skilled in manual labor, equipment operation, and maintaining a clean and organized workspace. Safety-conscious with a strong work ethic and the ability to adapt to different environments. Ready to contribute to a dynamic team and make a positive impact.
Overview
12
12
years of professional experience
Work History
A360 Support Consultant
MassMutual Financial Group
Springfield, Massachusetts
06.2018 - Current
- Provide exceptional customer support to each firm’s dedicated support team on A360-related questions and issues.
- Proactively solve conflicts and address issues that could occur between the CRM, business and the vendor.
- Maintain thorough knowledge of the business, as well as an understanding of how that impacts other entities of contact
- Promptly assisting users with common issues and questions through our dedicated phone line, Microsoft Teams channel, and email interaction.
- Platform expert of our supported applications and identify and engage with appropriate business and IT resources as needed.
- Investigate data irregularities, user access difficulties, and other issues within our systems.
- Document customer interactions using our tracking tools to create cases that include clear details, internal communications, status updates, and follow-up tasks/meetings
- Provide technical and business customer service support for our Field Agents
- Reviewed existing policies and procedures to suggest necessary improvements.
- Analyzed complex information from multiple sources to identify patterns or trends.
- Identified needs of customers promptly and efficiently.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
IT Customer Service Onboarding Liaison
MassMutual Financial Group
Springfield, Massachusetts
08.2015 - 06.2018
- Responsible for software installations, licensing information and software purchases for all MassMutual New Hires
- Communicate with software tech owners regarding any updates or new knowledge
- Follow standard work to ensure deployment readiness
- Review and gather software documentation for each New Hire and ensure requests are in good order
- Request access on behalf of customers in preparation of deployment
- Participate in various procedures and problem solving to help improve standard processes
- Communicate with management and New Hires before and after deployments
- Heavily involved in merge with MetLife employers.
Sales Associate
Pure Hockey/Comlax
West Springfield, Massachusetts
10.2014 - 02.2015
- Respond directly to customers inquiries
- Provide professional and reliable customer service
- Answer phones / take messages
- Key holder and mirrored manager-based roles
- Sold ice hockey and lacrosse equipment / apparel
- Assist in placing web orders and shipping to customers across country
- Weekly updates and stocked inventory.
IT Project Technician
MassMutual Financial Group
Springfield, Massachusetts
02.2012 - 10.2014
- Communicate with internal customers via phone and email to ensure business readiness for deployment
- Prepare documentation for each user, accuracy is critical for deployment success
- Participate in team meetings
- Follow standardized workflow of reviewing software in preparation of deployment, completed using Microsoft Excel spreadsheets
- Coordinate software installations, licensing information, and physical devices
- Train new team members on the standard processes
- Gain technical knowledge of business applications.
Education
Bachelor of Science in Business Administration -
American International College
Springfield, Massachusetts05.2011
Saint Anselm College
Manchester, New Hampshire05.2007
Skills
- Strong interpersonal skills
- Technical support understanding
- Continuous Improvement
- Teamwork and Collaboration
- Performance Management
- Office Administration
- Decisive Decision-Making
- Project Management
- Documentation skills
- Document Management
- Business Process Support
- Customer service expertise
Hobbies and Interests
Assistant Coach of Women's Ice Hockey Team - Sept 2018 - Present
Springfield College, Springfield, MA
Assistant Coach of Women's Ice Hockey Team - Oct 2011 - Mar 2013
University of Massachusetts Amherst, Amherst, MA
Ice Hockey Manager for American International College Men's Team - Sep 2008 - May 2011
American International College, Springfield, MA
Springfield Capitals Head Coach Mites to Bantam – Sept 2011 - Mar 2017
Prospect for Kiwanis Club of Springfield, Massachusetts
Timeline
A360 Support Consultant
MassMutual Financial Group
06.2018 - Current
IT Customer Service Onboarding Liaison
MassMutual Financial Group
08.2015 - 06.2018
Sales Associate
Pure Hockey/Comlax
10.2014 - 02.2015
IT Project Technician
MassMutual Financial Group
02.2012 - 10.2014
Bachelor of Science in Business Administration -
American International College
Saint Anselm College
Similar Profiles
Heather BruelHeather Bruel
Executive Assistant at MassMutual Financial GroupExecutive Assistant at MassMutual Financial Group
Sivakumar RamuSivakumar Ramu
Senior Data Analyst at MassMutual Financial GroupSenior Data Analyst at MassMutual Financial Group
Sarah LoSassoSarah LoSasso
Senior Client Service Manager at MassMutual Financial GroupSenior Client Service Manager at MassMutual Financial Group