Noelle Leyba

• Twice each month lead our in person team meetings. Discussing updates and changes effecting the team.
• Generated reports to track performance and analyze trends.
• Review new applicants resumes, participate in interviews, and help with onboarding new employees.
• Track Kronos Timecard adjustments for employees.
• Participate in leadership on-call, being available and ready to help after hours.
• Responsible for managing the Service Desk schedule. Handling time off requests, temporary shift coverages, setting up on-call, and holiday coverage.
• Project support, direct project involvement, and decision-making during planning.
• Conducted regular performance reviews, identifying areas for improvement and providing constructive feedback to team members.
• Developed and implemented new processes to improve incident management and reduce resolution time.
• Provided ongoing training opportunities for team members to develop their skills and stay current with changing technologies.
• Mentored junior team members, fostering a collaborative and supportive work environment.
• Established effective communication channels between the service desk team and other departments, fostering collaboration and information sharing.

• Addressed end user concerns and decided when to escalate problems to specialist team members.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Provided exceptional support to end-users, addressing their concerns with empathy and professionalism.
• Developed strong working relationships with colleagues across departments, fostering a positive work environment focused on teamwork and communication.
• Engaged in user support interactions via telephone, Inbasket messages via Epic and email platforms.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Documented resolutions for recurring issues, creating a knowledge base that facilitated faster issue resolution.
• Managed critical incidents, coordinating with various teams to ensure timely resolution and minimal business impact.
• Trained new hires, ensuring a smooth transition into the team and improving overall performance.
• Assisted in implementing new system rollouts or updates by providing user support during the transition period, minimizing downtime or disruptions caused by these changes.

Assisted with back office tasks which include:

• Processing returns and refunds.
• Canceling of memberships or reoccurring orders, via Paypal or Credit Card
• Survey responses / Analyzed consumer feedback to identify areas for improvement in products or services offered by the company.
• Took escalated calls / Handled high-pressure situations calmly, ensuring positive outcomes for both the client and the business.
• Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.

• Took inbound calls for our 12 supplement and cosmetic companies.
• Assisted with tracking and shipping time frames.
• Placed orders with customers.
• Kept up adherence to company KPI’s, to maintain an average QA score of 85% or higher.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.

• Received technical support calls for total defense internet security software
• Remotely connected to customer computers to help install software or trouble shoot any software issues.
• Did remote PC optimizations for customers that opted for new PC setup.
• Provided leads to our sales department for any customers who were interested in full on-going technical support services.