Open to opportunities

Cassy DeCap

@cassydecap

Message

Support consultant with 10+ years resolving technical and customer issues efficiently.

Canada

Message

What I'm looking for

I’m seeking a customer-facing technical support role where I can troubleshoot integrations, collaborate with engineering, maintain SLAs, and continue growing in product support within a team-oriented, flexible environment.

I am a Support Consultant with over 10 years' experience handling both technical and non-technical customer enquiries, delivering timely resolutions while maintaining SLAs and collaborating with engineering and account teams.

My recent decade at Loqate focused on troubleshooting the Loqate web service and integration suite, diagnosing code and request issues, testing, and supporting product improvements. I have strong interpersonal, analytical and problem-solving skills and have supported account management and development teams on customer calls and testing efforts.

I have five years' remote work experience, excellent time management, and prior extensive administrative experience including ledger and reception duties. I am a driven team player committed to high standards and helping colleagues meet expectations.

Experience

Work history, roles, and key accomplishments

Technical Product Support Specialist

Loqate

Mar 2015 - Apr 2025 (10 years 1 month)

Accepted incoming customer support tickets to troubleshoot and resolve issues with the Loqate web service and integration suite, collaborating with account managers and engineering to meet SLAs and deliver timely fixes.

Technical Support Troubleshooting API Integration SLA Management Testing Bug Reporting Remote Work

Customer Service Advisor

Loqate

Mar 2014 - Feb 2015 (11 months)

Managed incoming phone, email, and live chat enquiries regarding account credits, purchases, and product information, and coordinated escalation and information transfer to technical teams.

Customer Service Live Chat Phone Support Email Support Escalations Account Management Communication Problem Solving

Purchase Ledger Clerk

Ringway Infrastructure Services

Sep 2011 - Mar 2014 (2 years 6 months)

Processed invoices and supplier communications for Worcestershire road contracts, managed material bookings and monthly financial reports, and maintained records for contract negotiations.

Accounts Payable Invoice Processing Supplier Communication Financial Reporting Data Entry Record keeping

Administrator

Calorforce

Oct 2010 - Sep 2011 (11 months)

Performed high-volume data entry of engineer time and job records in the Siclops system, maintained filing of engineer paperwork, and assisted Sales Ledger with invoicing when required.

Data Entry Siclops Records Management Invoicing Administrative Support

Receptionist

Ringway Infrastructure Services

Oct 2010 - Sep 2011 (11 months)

Handled incoming calls and visitor access, managed meeting room scheduling and office supplies, provided basic IT support liaison, and assisted the Managing Director with scheduling and transcription.

Reception Scheduling Office Administration Transcription