Customer Service Manager

Chris Szwedo

** ****** *****, *******, **, M*J 5A7 Cell: 416-***-****

Email: *****.******@*****.***

Profile

A Customer Service and Documentation Specialist with solid experience in

procedural writing and web development. Demonstrated skill in working

closely with sales, unit managers and product testers to develop

departmental procedures and policies. Accurate and detailed in developing

SOPs. Proven ability to meet deadlines.

Career History

Global Payments Canada - Toronto 2004 - Aug. 2012

Global Payments specializes in electronic transaction processing in Canada,

and around the world.

Content Developer / Documentation Specialist

Reporting to the Manager of Business Solutions, responsible for developing

and maintaining helpdesk resources including intranet and training

documentation, as well as broadcast software displayed throughout the

contact centre.

. Created Standard Operating Procedures for Customer Contact Centre and

Data Collections Departments

. Converted all helpdesk procedures to web format (.htm or .asp)

. Used Robohelp to convert larger SOP's into online help content

. Maintained internal call tracking system data

. Created messages for display on internal broadcast system "Symon

Enterprise" and uploaded the messages for broadcast throughout the

contact centre

. Contributed to redesign of entire helpdesk intranet

. Worked with the Sales department to create profiles for newly acquired

large scale merchants.

. Created interactive quick training guides using Adobe Captivate

Myron Business Gifts - Markham 2003 - 2004

Creating personalized business gifts and promotional items.

Art Department Representative

Reporting to the Manager of the Art Department, responsible for adjusting

received artwork that was sent in by customers to ensure that it would fit

and display properly on the order.

. Used Paint Shop Pro to edit received artwork as required

. Tracked completed work using internal software to ensure all orders

were sent in a timely manner

. Received inbound calls to receive orders from potential customers

. Resolved billing and customer service issues via telephone

. Entered orders received via mail using AS/400 system

Best Buy - Toronto 2002 - 2003

Specialty retailer of consumer electronics

Product Process Specialist

Reporting to the Manager of Merchandising and Inventory, responsible for

receiving and tracking received shipments, and ensuring all products were

made available in the store after delivery.

. Unloaded received products as they were delivered

. Scanned all received products into the Best Buy system using the

provided scanner

. Placed received products on display in the store as required

Teletech Canada - Toronto 2000-2002

Customer Service outsourcing company

Technical Support Representative

Reporting to the Team Supervisor, responsible for resolving technical and

customer service issues for PeoplePC customers via telephone/email.

Education and Professional Development Courses

Toronto School of Business

Information Systems Programmer diploma received.

East Northumberland Secondary School

High School diploma received.

Skillsoft - Completed the "Introduction to Technical Writing" course

online.

W3Schools - Completed the "CSS" course online.

Computer Skills

Microsoft Windows, Word, Excel, PowerPoint, Visio, Access, Tracker (data

tracking system), Symon (broadcast software), AS/400

Web Development: HTML, CSS, Javascript

Typing - 65 WPM

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