Rishi Sharma

**** ***** **** **** *********, ON L1X 2G8 416-***-****

acrzgi@r.postjobfree.com

Objective: Obtain a position where I can maximize my management skills while contributing to the success and productivity of your organization

Summary of Skills

INTERPERSONAL

Motivated team player

Effective listener and communicator

Excellent intuition and creative skills to solve problems

Works well under pressure to accomplish tasks

Enthusiastic & hardworking

Excellent interpersonal and organizational skills

Works well independently with little supervision

Ambitious & quick learner

MANAGEMENT EXPERIENCE

3 years of managing a team of up to 25 agents in a major call centre/customer service environment

Strong leadership experience

Experience at motivating staff to create a positive work environment & providing excellent customer service

Expert in training and coaching staff

TECHNICAL SKILLS

Hardware/Software support in a Distributed Computer Environment (DCE)

Network Administration of Microsoft NT, 2000, Novell Netware network & other applications

End user application support and company applications support

Experience

Customer Service Agent – Foresters

March 2015 – August 2015

Toronto, ON

Front line support for all customer enquires regarding their life insurance products.

Ensuring all appropriate actions taken to retain existing members when trying to cancel their life insurance policies whilst maintaining high level of customer satisfaction.

Providing assistance and information to members looking to make changes to their life insurance policies, such as Changing beneficiaries, taking out loans against their policy, ensuring all member information correct and up to date.

Retention Agent – Minacs – Toronto Star

July 2014 – March 2015

Oshawa, ON

Front line support for all customer enquires regarding subscription to the Toronto Star

Ensuring all appropriate actions taken to retain existing subscribers when trying to cancel their subscriptions whilst maintaining high level of customer satisfaction.

Training new agents for retention support

Team Manager – Rogers Communications Wireless Technical Support Centre

November 2010 – November 2013

Toronto, ON

Providing leadership & management to a team of up to 25 agents in the mobile/smart phone environment

Providing the team members with ongoing guidance and support for career development and advancement

Responsible for interview and recruiting new candidates to the department

Coaching team members regularly on performance and ensuring they are able to meet their targets

Dealing with clients once complaints & issues have been escalated

Dealing with all levels of management on a regular basis

Attending workshops & meetings on quarterly basis

Technical Support Consultant – Rogers Wireless Technical Support Centre

Jan 2005 – October 2010

Toronto, ON

Training New Hire agents for Blackberry Support

Training existing agents on PDA and Rocket Stick support

Training existing agents on new Return Merchandise Authorization process

Front line support for all wireless devices across Canada, dealing with all network connectivity related problems and issues

Support of all hardware and software issues for all devices

Senior Administrator – Hallstone Products

April 2002 – May 2004

Scarborough, ON

Reported to Assistant Manager of Order Processing

Responsible for all backup management and reporting

Frontline support for all hardware/software and troubleshooting problems

Records management, generated and edited reports, preparing daily and weekly and year ending reports

Other regular administrative duties

Education

March 2006 - Microsoft Certified Systems Engineer (MCSE) Windows 2000 with Exchange 2003 Exam Taken : Implementing and Managing Microsoft Exchange Server 2003

March 2002 CCNA 2.0 : (Cisco Certified Network Associate)

July 2001 Microsoft Certified Systems Engineer (MCSE) Windows 2000 : Elective Exams taken:

Designing a Microsoft Windows 2000 Network Infrastructure.

Designing Security for a Microsoft Windows 2000 Network

Designing a Microsoft Windows 2000 Directory Services Infrastructure

May 2000 Microsoft Certified Professional (MCP) Implementing and Administering NT Server 4.0 Other exams passed Implementing and Administrating NT Workstation 4.0 & Windows NT Server Enterprise 4.0

Bachelor of Science (BSc) in Business Information 1995 – 1998

Technology Brunel University, U.K

Management of Business Function

Strategic Business Management

Database Management, Systems Analysis and Systems Software

References: Available upon Request

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