Customer Service Quality Assurance

Alexander (Sandy) McFadden

** **** ***** **. *********, Nova Scotia B4N 0C1 - 902-***-**** - *******@*****.***

Work Experience

OurValley.ca

Owner / Developer

Kentville, NS

Mar. 2004 - Present

Develop custom web applications for businessesDesign & development of websitesA local guide to the Annapolis Valley Nova ScotiaWeb Site: ourvalley.ca

Register.com

Solutions Specialist

Yarmouth, NS

Nov. 2004 - Sept. 2005

Responsible for assessing each incoming customer request to identify which Register.com product or service best suits the individual needs of the client with the goal of increasing customer loyalty and driving revenue using up-selling and cross-selling techniques.

On-Line Support Inc.

Sales & Service Supervisor

Dartmouth, NS

Oct. 2003 - Sept. 2004

Manage a team of customer service representativesResponsible for quality assurance and daily performanceProvide leadership, coaching and technical direction for the sales and service teamMany other functions including interviewing, training, and performance reviews

EastLink Communications

Network Support Specialist

Halifax, NS

Nov. 2002 - Oct. 2003

Monitor and troubleshoot Eastlink Cable, Transport & Telephone Network as well as internal queues and IVRAssist CSR's in resolving customer telephone problemsAssist 911 emergencies as well as Police & RCMP requests for informationPerform programming and backups from a DMS switch & Voice Mail SystemsProvide reports and new project ideas for technical managers

On-Line Support Inc.

Operations Supervisor

Kentville, NS

Mar. 2002 - Nov. 2002

Started with company as a Technical Support Representative where I assisted customers with internet related problemsIn August 2001 moved into the role of Team Leader where I was responsible for providing continuous training to the Technical Support Representatives, handling escalated customer requests, and assist or act as supervisor when neededIn July 2002 I was promoted to Operations Supervisor where my duties were as follows:

Monitoring staffing levels to meet productivity and service level objectsEnsure the call center displays a measure of professionalism from both agents and coaches

Acadia University

Hardware Consultant

Wolfville, NS

Apr. 2001 - May 2001

Work experience for the Electronics Engineering course

EducationAcadia University, Wolfville, NS

Graduated 2010Nova Scotia Community College, Kentville, NS

Electronics Engineering Technician DiplomaGraduated 2001Central Kings Rural High School, Cambridge, NS

Graduated 1999

Volunteer WorkDesigned and maintain web site for Annapolis Valley Apple Blossom Festival since 2004

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