Marie Apodaca

Background

About Marie Apodaca

Demonstrates success in managing escalated customer requests (SR) with high-level of accuracy and professionalism. Handles high priority escalations in an efficient, effective, & professional manner to minimize customer impact and maximize customer loyalty. Engineering to resolve complicated customer queries and maintain service level agreement (SLA) requirements. Collaborative team member, working closely with internal key stakeholders while concurrently maintaining transparency with affected customers. Exhibits excellent customer engagement skills, including utilizing active and empathetic listening techniques, being approachable, and remaining calm when encountering challenging customer situations. Experienced with cloud environments such as Microsoft Azure, AWS, and Google Cloud, SaaS, ITSM, ServiceNow, Salesforce, NICE / CXOne Contact Center, RingCentral suite of products. Proficient in KCS (Knowledge Centered Support), Root Cause Analysis, Incident/Issue post mortem reviews, and Incident Life Cycle Analysis. ITIL Certified. TCR SME