Maria Alenita Gordon
Dunedin,Brockville
Summary
I am currently working as a Senior Support Specialist in Nomos One, a Lease Management and Lease accounting software. With in-depth knowledge of Lease Management (IFRS 16), AR and billing process. Knowledgeable and dedicated customer service professional with extensive experience in Technical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
25
25
years of professional experience
Work History
Senior Customer Support Specialist
Nomos One
12.2021 - Current
- Ensures a high level of customer support and success through service levels, interactions, and the satisfactory conclusion of issues, queries, and user experience
- Working closely with the other teams at Nomos One, provide an excellent customer experience for longevity in retention and engagement in the platform
- Builds key relationships with clients and stakeholders
- Responsible for ensuring tickets are allocated to members of the team in accordance with service-level objectives
- Performing troubleshooting of all technical/accounting inquiries relating to product use and information
- Escalation points for the support team regarding additional help with troubleshooting or customer issues
- Champion best practices within the Support team to ensure that KPIs are consistently achieved
- Develop and help lead changes that will increase productivity and effectiveness with Nomos customer base
- Provide accurate and concise guidance via phone, email, or webinar to customers
- Work with the development teams to be aware of product changes, leverage their knowledge for technical support solutions, and provide feedback to them so that we can improve our products
- Test fixes for issues with the development team to ensure customer usability
- Work with the accounting support teams to provide detailed steps of troubleshooting that have been undertaken for them to complete any technical accounting requirements.
- Developed and implemented department policies and Standard Operating Procedures (SOP).
Training Lead
Nomos One
09.2018 - 12.2021
- To ensure that training and product knowledge can be effectively delivered across Nomos One; both internally and externally
- Help increase the depth and range of our existing knowledge and training base to empower customers to help themselves and allow Nomos One training (provided directly to customers) to be more targeted and impactful
- Meet key holders to determine requirements for internal and external training or knowledge base material
- Create training material, and provide basic and advanced training to internal and external clients of Nomos
- Conduct webinars and training for clients to improve customer experience and depth of product use with the specialty of IFRS 16 training
- Regular meetings with other areas of the business to inform them of the progress of projects they have provided requirements for.
- Assessed staff performance and training effectiveness, capitalizing on opportunities to develop new training programs and improve existing courses.
- Evaluated training needs to improve training quality.
- Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
- Provided virtual training and online presentations.
Data Entry Administrator
Nomos One
11.2017 - 09.2018
- Enter Legal and Commercial lease documents into the company software as required to an extremely high standard of quality and accuracy
- Reviewing and onboarding customer documents
- Provide feedback to the development team on the nomos one application
- Accurately communicate progress to both teams, manager and on any review documents
Carer
Little Sister Of The Poor
02.2017 - 05.2017
- I assist residents to undertake their activities of daily living in a safe and appropriate manner.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Planned, prepared, and served meals and snacks according to prescribed diets.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Provided safe mobility support to help patients move around personal and public spaces.
Billing Liaison
Kforce Global Solution
04.2015 - 05.2016
- I gather and resolve billing discrepancies, conducts a regular audit, ensure completeness and timeliness of the billing process, and conducts coaching session based on audit findings, I also handle Corporate Help Desk, I process and answers any billing/invoicing-related queries, and facilitate/participate in client or Region-Specific calls.
Billing Specialist
Kforce Global Solution
02.2012 - 04.2015
- My role involved the processing of invoices on time and through the appropriate delivery method and ensuring that invoices are accurate, and every billing instruction was followed, I also worked on the resolution of invoices with issues and follow-up and/or escalation of issues when required.
Key Accounts Manager
Granville Industrial Chemical Corporation
07.2009 - 01.2012
- In this role, I checked prices were correct, and that deliveries were carried out correctly and monitored the performance of each account while implementing strategy/planning for key accounts.
Technical Sales Representative
Monsanto
01.2007 - 07.2009
- This position involved selling farm chemical products direct to farmers onsite.
Key Account Specialist
Diethelm Philippines Inc
05.2003 - 07.2006
- This position involved distribution of medical pharmaceutical products, establishing prospective and existing clients, and collection of payment for the sales made.
Accounts Receivable Analyst
Diethelm Philippines Inc
06.2000 - 05.2003
- I’m in charge in monitoring and reconciliation of customers account and credit standing, posting of payments, prepared monthly and annual AR report, prepares demand and follow-up letter, prepares statement of account, and generates aging report for the use of Sales representative.
AR Reconciliator, Monterey Foods Corporation
02.1999 - 06.2000
- This position involved in manual reconciliation of accounts receivable.
Accounting Staff
Asian Bank Corporation
05.1998 - 01.1999
- I’m in charge in checking of tickets sent by branches, preparation of weekly inter-branch elimination of float items and responsible for the monthly due to / due from reconciliation statement.
Education
Bachelor of Science - Accounting
Philippine Christian University
Philippines03.1998
Skills
- Customer Service
- Strong customer service and technical support experience
- Adaptable/Flexible
- Accuracy and Attention to details
- Microsoft Word
- Microsoft PowerPoint
- Office Equipment Proficiency
- Clerical Support
- Report Creation
- Customer Service Process Improvement
- Resolving Discrepancies
- Customer Experience
- Microsoft Excel
Timeline
Senior Customer Support Specialist
Nomos One
12.2021 - Current
Training Lead
Nomos One
09.2018 - 12.2021
Data Entry Administrator
Nomos One
11.2017 - 09.2018
Carer
Little Sister Of The Poor
02.2017 - 05.2017
Billing Liaison
Kforce Global Solution
04.2015 - 05.2016
Billing Specialist
Kforce Global Solution
02.2012 - 04.2015
Key Accounts Manager
Granville Industrial Chemical Corporation
07.2009 - 01.2012
Technical Sales Representative
Monsanto
01.2007 - 07.2009
Key Account Specialist
Diethelm Philippines Inc
05.2003 - 07.2006
Accounts Receivable Analyst
Diethelm Philippines Inc
06.2000 - 05.2003
AR Reconciliator, Monterey Foods Corporation
02.1999 - 06.2000
Accounting Staff
Asian Bank Corporation
05.1998 - 01.1999
Bachelor of Science - Accounting
Philippine Christian University
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