Lead Agent Cover Letter

I submit this application to express my sincere interest in the lead agent position.

Previously, I was responsible for assistance in other operational areas in the office including file and mail room and workspace reservations.

My experience is an excellent fit for the list of requirements in this job:

• Previous experience in a Purchasing or Food and Beverage role preferred
• Advanced level customer service work, requiring technical knowledge of product or service
• Secondary diploma or equivalent
• Understands and follows both oral and written directions knowledge and usage of correct business English and office practices
• Excellent customer service skills, able to communicate electively with others
• Skill in operating general store and loss prevention equipment
• Relevant airport operational experiences, comprehensive knowledge and understanding of all airport functions, AOSSP, ISP, TSA Security Directives and Information Circular
• Process lease agreements by reviewing agreements for accuracy and creating billing and leased equipment orders

In response to your job posting for lead agent, I am including this letter and my resume for your review.

Previously, I was responsible for reports and metrics on system functionality and health as needed to support operations requirements and growth planning.

My experience is an excellent fit for the list of requirements in this job:

• Actively manage incident tickets and provide status updates on each ticket per SLA
• Collect information about incidents and problems to evaluate root causes
• Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue
• Serve as service desk escalation support to customers, systems and application owners
• Support the development of KB articles for the all service desks agents
• Provide daily reporting and trending on ticketing
• Provide brown-bag and training sessions
• ITSM products

I am excited to be applying for the position of lead agent. Please accept this letter and the attached resume as my interest in this position.

Previously, I was responsible for project and administrative support to business practice groups and assistance in operational areas including, front office, conference and catering services, production, file and mail room and workspace reservations and confirmations.

Please consider my qualifications and experience:

• Respond daily to calls from Field associates
• Work with Field management to resolve pricing and lease equipment issues
• Manage the order processing, shipment confirmation and initiate the billing process for leased equipment in a timely manner
• Research field complaints and provide feedback as warranted
• Process meter reading information and resolve invoice disputes
• Adhere to company and department policies and procedures
• Intermediate proficiency in Microsoft Office (Excel, Word, Access and Outlook)
• History of excellent attendance

I would like to submit my application for the lead agent opening. Please accept this letter and the attached resume.

In the previous role, I was responsible for project support to business practice groups and support operational areas including, front office, meeting and mobility services, mail and production, and records.

Please consider my qualifications and experience:

• Second Level/Leaving Certificate equivalent
• Excellent oral and written communication in English and preferably also French
• Previous experience in contact centre or people management an asset
• Excellent knowledge of the OESP program
• Work with the Service Desk Manager to develop and enforce Service Desk policies and procedures
• Manage, track, report, process and assign tickets daily and across shifts
• Define and classify level, priority and nature of problem, request and/or issue
• Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests

I would like to submit my application for the lead agent opening. Please accept this letter and the attached resume.

In the previous role, I was responsible for guidance to project teams on how functionality works together and how it works / fitment from technology perspective for complex requirements.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Direct experience running small to medium service desk (over 7 agents)
• Knowledge of Enterprise implementations specific to security products
• Excellent communication (written and verbal) and presentation skill
• Strong customer orientation and commitment to excellence
• Understanding of C++ and Java APIs
• Understanding and methodologies of Java Scripting language
• Experience with ITIL based Service related activities, particularly in a SaaS model
• Provide support to customers with regard to shipment and billing orders