Danica Rose Avila

(English Business Stream)

• Provided technical support to external customers (administrators, teachers, and users), as well as internal Cambridge Sales and Customer Service teams.
• Accepted and managed customer issues via email and phone, gathering technical details to ensure accurate troubleshooting.
• Investigated and resolved both basic and complex technical problems, ensuring timely and effective solutions.
• Analyzed technical symptoms to identify root causes, and escalated cases when necessary to senior technical team members.
• Ensured a high-quality customer experience through proactive communication and prompt issue resolution.

• Delivered exceptional customer service through clear communication, prompt follow-up, and proactive advocacy for customer needs across internal departments.
• Handled customer inquiries and issues via phone, chat, email, and Zoom with professionalism, empathy, and efficiency.
• Maintained strong customer relationships by managing multiple requests simultaneously, and setting clear priorities and expectations.
• Troubleshot and resolved a wide range of technical issues related to software configuration, networking, hardware, and internet functionality.
• Conducted detailed incident analysis by gathering logs, screenshots, and other diagnostic data to ensure accurate and timely resolutions.
• Collaborated with cross-functional support teams to resolve complex cases and recommend product improvements.
• Contributed to the company's knowledge base by documenting solutions and promoting self-service resources for customers.
• Participated in testing new product releases, providing feedback to improve software performance and user experience.
• Actively supported continuous improvement by sharing insights, best practices, and process enhancement suggestions.
• Demonstrated reliability and accessibility through on-camera Zoom support sessions to assist customers in real time.

• Provided dedicated Level 2 technical support to VIP and Platinum-tier clients, ensuring prompt and high-quality resolution of complex software and system issues.
• Delivered exceptional customer service through clear communication, professionalism, and proactive issue management for high-value accounts.
• Diagnosed and resolved advanced application, configuration, and network-related problems using specialized tools and troubleshooting techniques.
• Collaborated with internal teams—including Product Development, Engineering, and Customer Success—to escalate, track, and resolve critical incidents efficiently.
• Monitored and prioritized service requests to meet strict service-level agreements (SLAs), and maintain client satisfaction.
• Maintained comprehensive case documentation, and contributed to RealPage’s internal knowledge base to improve support efficiency and consistency.
• Participated in testing, validation, and rollout of new software updates and features, providing user feedback to enhance product performance.
• Built trusted relationships with VIP clients through reliability, technical expertise, and consistent delivery of white-glove support.
• Consistently exceeded performance metrics, including resolution time, client satisfaction scores, and case accuracy standards.

(Microsoft SQL Database Management)

• Served as a key liaison between clients and internal technical teams, ensuring seamless communication and efficient delivery of administrative and database support services.
• Managed and maintained Microsoft SQL databases, including data entry, updates, reporting, and troubleshooting, to ensure data accuracy and system integrity.
• Supported the implementation and configuration of Datex software solutions for clients, assisting with account setup, permissions, and system customization.
• Generated and analyzed SQL-based reports to support business operations, client requests, and performance tracking.
• Monitored database performance, and coordinated with IT to optimize system functionality and resolve technical issues promptly.
• Maintained detailed documentation of client activities, service requests, and data management processes to support operational transparency and compliance.
• Provided administrative support for client projects, including scheduling, reporting, and follow-up communication, to ensure timely completion of deliverables.
• Ensured a high level of client satisfaction through proactive communication, problem-solving, and commitment to quality service delivery.

(U.S. Real Estate Company.

• Managed the end-to-end tenant screening process, including application review, background checks, credit reports, and verification of income and rental history.
• Ensured compliance with Fair Housing regulations, privacy standards, and company screening policies across multiple U.S. states. markets.
• Collaborated closely with leasing, operations, and property management teams to streamline applicant approvals and maintain accurate tenant records.
• Communicated professionally with prospective residents to collect necessary documentation, clarify screening requirements, and provide status updates.
• Utilized property management and CRM systems to process applications, update applicant data, and track progress through the leasing pipeline.
• Identified opportunities to improve screening workflows, increasing efficiency, and reducing turnaround time for applicant processing.
• Maintained a high level of accuracy and attention to detail in handling sensitive applicant information and confidential documentation.
• Supported leasing operations by ensuring timely and compliant decision-making, contributing to occupancy targets, and providing a positive applicant experience.

• Provided first-line technical support to end users via phone, email, and remote tools, ensuring timely and effective resolution of IT incidents and service requests.
• Diagnosed and resolved common hardware, software, network, and account-related issues within defined service-level agreements (SLAs).
• Logged, categorized, and prioritized tickets using IT service management (ITSM) tools in alignment with ITIL best practices.
• Escalated unresolved or complex issues to Tier 2/3 teams, while maintaining clear communication with end users throughout the resolution process.
• Assisted users with troubleshooting Windows OS, Microsoft Office Suite, VPN connectivity, and other enterprise applications.
• Followed established procedures and knowledge base articles to deliver consistent, high-quality support.
• Contributed to documentation updates and knowledge sharing within the support team to improve issue resolution efficiency.
• Maintained strong customer service standards through clear communication, professionalism, and a proactive approach to problem-solving.
• Supported continuous improvement initiatives by identifying recurring issues, and suggesting enhancements to reduce incident frequency.

(Telecommunications - Cricket Wireless)

• Provided front-line technical support to Cricket Wireless customers, assisting with mobile device setup, network connectivity, billing inquiries, and account management.
• Diagnosed and resolved issues related to device configuration, SIM activation, data usage, and service interruptions through phone-based troubleshooting.
• Guided customers through step-by-step technical solutions while maintaining a professional, patient, and customer-focused demeanor.
• Utilized internal CRM and ticketing systems to document customer interactions, track issue status, and ensure timely resolution.
• Collaborated with cross-functional teams to escalate complex technical or account issues, as needed, to ensure customer satisfaction.
• Educated customers on device features, service plans, and troubleshooting best practices to promote self-service and reduce repeat calls.
• Consistently met and exceeded performance metrics, including first-call resolution, call quality, and customer satisfaction scores.
• Maintained up-to-date knowledge of Cricket Wireless products, services, and system updates to deliver accurate and efficient support.