Mandeep Randhawa

Cell: 778-***-**** Email: acgmqj@r.postjobfree.com

Objective: To secure a long-term full time position where I can build on

my current skills and continue to learn new ones.

Experience:

SYKSE Home/Alpine Access - Wireless Technical Support Representative

Rogers Wireless

Surrey, BC (Virtual Call Center from home)

September 2011 - July 2013

o Fully trained to support all types of cellular devices (Apple,

Android/Smartphones, Blackberry, Windows, etc.)

o Resolved device/networking issues with cellular devices after

collecting and analyzing specific information for particular cases

o Educated and walked customers through troubleshooting steps and

"how to" questions

o Use Rogers software to accurately log each call and resolve issues

(V21, ICM, BIS Client Tool etc.)

o Defused irate customers through communicating positive resolutions

and by enforcing policies and procedures

o Promoted new plans, services, and products to customers while

avoiding dead air during troubleshooting

o Always ranked within top 5 for overall statistics

o Maintained an Average Call Handle time under 6 minutes

Baron's Manor Pub - Bartender, Server, and Night/Day Supervisor

Langley, BC

September 2009 - March 2011

o Responsible for closing/opening the pub every night/day that I

worked

o Assisted staff with serving food, beverages, and bussing tables

o Responsible for cash and carry floats

o Handled dissatisfied customers

o Trained new staff

o Maintained and built relationships with regular and new customers

o Sustained excellent service during peak hours

Civic Election, Surrey, B.C. - Election Official

November 15, 2008

o Assisted voters with registration

o Attended to any issues voters had

o Helped voters who did not speak or understand English

o Made sure all voters were at their correct electoral voting site

NCO, Surrey, B.C. - Customer Service Rep

July, 2007 - December, 2007

o Handled approximately 50-150 incoming calls per day

o Resolved customer issues with Xbox 360 and Xbox live connectivity

while recording notating issue and resolution steps

Education:

> Douglas College: Bachelors of Business Administration in Accounting -

Part-time

> Princess Margaret Secondary - Graduated 2007

Skills/Assets:

o Successful experience in positions of increasing responsibilities

and duties

o Possess a diverse skill set with a particular aptitude for problem

solving

o Team player with polished communication skills: verbal, written,

and interpersonal

o Empathized and defused irate customers on a daily basis

o Highly organized and proficient at coordinating projects from start

to finish under pressure and deadlines.

o Technically proficient in computer systems, ICM, V21, Microsoft

Office

o Able to quickly adjust to new company policies, as well as keep up

with any changes to procedures or new technology to introduce to

customers

o Understand the importance of providing excellent service to

maintain customer satisfaction, create trust, and generate return

business

o Second Language: Punjabi

Personal:

o Manage and play on a men's indoor soccer team

o Enjoy hiking, jogging, and biking

o Play various sports. Hockey, soccer, golf, etc.

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