Agnes Fuferenda
Dublin,Dublin
Summary
Results-driven professional with 5 years experience in the field of Finance and 6 in Technical support. Both in a fast-paced multinational environment. Fluent in English, French and native in Hungarian.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work History
Technical Support Engineer
Coupa Software
Dublin
11.2023 - Current
- Assisting in troubleshooting 2nd-level technical issues
- Answering 'how to' technical and application configuration questions
- Managing customer expectations and experience in a way that results in high customer satisfaction
- Working with other business units, including the Integration team Operations, and Customer Success/Care, as required, to ensure strong customer satisfaction.
- Assist with the creation of knowledge articles in knowledge base.
Technical Support Agent
Coupa Software
Dublin, Ireland
01.2022 - 10.2023
- Managed incoming calls and customer service inquiries
- Handled tickets in Salesforce raised by customers
- Monitored payment reports
- Worked closely with the wider Support team
French Language Support Service Desk Associate
GE Global Operations
Budapest
10.2020 - 12.2021
- Diagnosed and troubleshot software and hardware issues including account setup and network configuration
- Took users through a series of actions via phone, chat and e-mail
- Cooperated with internal teams regarding unresolved issues
Exam and External Testing Coordinator
ICE Group
Galway, Ireland
01.2020 - 03.2020
- Facilitated smooth admission for testing process by ensuring front office assistance for examinees with a customer-focused attitude,
- Enhanced smooth examination circumstances: confidently diagnosed and solved occurent technical problems during testing process
Service Desk Analyst
TATA Consultancy
Budapest
05.2018 - 11.2019
- Enhanced customer satisfaction regarding software and hardware related queries concerning UK and French market by applying customer-focused communication skills
- Ensured continuous compliance with SLA by answering calls on time
- Delivered 100% quality check by logging calls accurately in the Service Management Tool
Accounts Payable Specialist-Finance Professional
British Telecom Global Services
Budapest
01.2014 - 03.2018
- Comprehensively managed needs of clients via e-mail and chat in English and French by effectively handled queries within SLA,
- Contributed to the smooth payment process of business expense claims by precisely audited and validated these documents with respect to KPI
- Got promoted to Finance professional after successfully organized the back-up structure of the team,
- Ensured 100% internal and external audit compliance by delivered and presented accurate documentation
Education
Translator in two foreign languages -
Budapest University of Technology and Economics
09.2012 - 06.2013
Master of International Relations - undefined
Eötvös Loránd University
09.2009 - 06.2012
Bachelor of Social Sciences - undefined
Eötvös Loránd University
09.2006 - 06.2009
Skills
- Oracle
- Microsoft Office
- Trados
- MemoQ
- SPSS
- LogmeIn Rescue
- Avaya
- Citrix
- Salesforce
- Mac, Windows
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Languages
Hungarian
Native
English
Fluent
French
Fluent
Affiliations
- Irish dancing (Competition level)
- Pilates/Yoga instructor
Timeline
Technical Support Engineer
Coupa Software
11.2023 - Current
Technical Support Agent
Coupa Software
01.2022 - 10.2023
French Language Support Service Desk Associate
GE Global Operations
10.2020 - 12.2021
Exam and External Testing Coordinator
ICE Group
01.2020 - 03.2020
Service Desk Analyst
TATA Consultancy
05.2018 - 11.2019
Accounts Payable Specialist-Finance Professional
British Telecom Global Services
01.2014 - 03.2018
Translator in two foreign languages -
Budapest University of Technology and Economics
09.2012 - 06.2013
Master of International Relations - undefined
Eötvös Loránd University
09.2009 - 06.2012
Bachelor of Social Sciences - undefined
Eötvös Loránd University
09.2006 - 06.2009
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