Norelee Tindoc

Engineered critical uptime for medical staff and engineers, administering user lifecycle and security protocols via Active Directory and Azure while resolving VPN and Epic Hyperspace issues. Managed Major Incident protocols with ServiceNow for rigorous ticket traceability and maintained high-quality support outcomes (100% uptime focus, 98% QA, 95% CSAT).

Delivered high-accuracy logistics documentation for a U.S. moving company (100% accuracy) to prevent delivery delays and billing disputes. Streamlined Bill of Lading and Proof of Delivery workflows to maintain a zero-error rate and provide real-time shipment updates.

Coordinated sales, dispatchers, and moving teams to ensure seamless delivery and improve communication alignment. Integrated prospects into Mojo CRM, served as the primary liaison for 100% adherence to client special instructions, and managed the customer journey from booking to final delivery to strengthen retention.

Resolved advanced fiber-optic, phone, and cable connectivity issues while identifying strategic hardware and service upgrade opportunities. Exceeded monthly upselling targets and maintained strong First-Call Resolution (FCR) performance for a high-volume U.S. residential account.

Guided customers through basic troubleshooting for security cameras, including activation steps. Supported customers with Blink security camera issues, improved user satisfaction, and contributed to support process improvements.

Provided cross-functional technical and billing support for major U.S. accounts, including Verizon Wireless and Amadeus Hospitality. Delivered top-tier QA scores across voice and chat by resolving complex inquiries with high precision.

Managed end-to-end customer support for a major retail account, prioritizing accurate claims processing, order tracking, and email-based conflict resolution. Accelerated claims workflows by processing documentation within a strict 24-hour turnaround window while maintaining zero SLA breaches.

Earned a Bachelor of Science in Hospitality Management at St. Cecilia’s College from 2015 to 2017.