Umaru Wamala

**** ******* ***** **

Calgary, Alberta

Phone: 403-***-****

Email: ac1wvz@r.postjobfree.com

PROFESSIONAL PROFILE:

Highly enthusiastic professional with over 10 years of experience in providing quality customer service and product sales. Extensive knowledge in providing effective conflict resolution that ensures customer retention and organization satisfaction. Consistently achieve sales targets that are set forth by the company and ability to lend support to team members in attaining their set sales targets. CORE COMPETENCIES:

• Providing valuable customer support through online applications.

• Facilitation of team based information processing.

• Knowledgeability of product sales.

• Effectively build customer relationships through courteous and professional demeanor.

• Offering mutually beneficial conflict resolution for both client and company. PROFESSIONAL EXPERIENCE:

CCI Wireless Corridor Communications Inc. July

2016 – Present

Tier 1 Technical Representative

Supplying customers with modems via web based computer programs such as Excel, inter-mapper, Packet Logic, and Microsoft Word. Consistently provided professional technical support for clients and installers through troubleshooting via phone and web based programs. Effectively handled service calls and ensured that replacement equipment is shipped in a timely manner. Responsible for ensuring that internet tower issues were escalated to company Network Operation Center (NOC). Shaw Direct Communications

2002 – 2016

Tier 3 Technical Escalation Desk Representative

2008 – 2016

Providing effective technical support through web based application including Microsoft Office, Excel and CBS (cable based systems). Would use the same web based applications to identify and monitor technical trends of the business. Worked in conjunction with the product and development team and software development team to test products before they launched. Provided support to internal and external business needs along with lending assistance with technical lab maintenance for Shaw Direct for training and support for call center agents. Responsible for the organization and facilitation of technical huddles on new information procedures. Escalated channel issues, IPG (interactive programming guide) errors, VOD (video on demand) problems to company broadcasting companies and Global Television.

PROFESSIONAL EXPERIENCE CONT.

Technical Representative 2003 –

2008

Providing courteous and professional technical support ensuring complete customer satisfaction for new and existing Shaw Direct clients. Recommended modification and enhancements to company hardware technology. Provided technical support to retailers and service technicians in the field. Customer Care Representative

2002 – 2003

Provided effective and professional customer service via telephone to existing and potential clientele. Processed customer requests for new services, changes to existing services, specialty services and equipment purchases. Offered assistance to customers in choosing products that fit their needs by providing them accurate information regarding features, advantages to available products. Effectively resolved customer issues by effectively finding solutions that benefits both the customer and the company. Achieved sales performance targets based on established company standards. EDUCATION

Southern Alberta Institute of Technology

2016

Pre- Employment Electrician Program

Southern Alberta Institute of Technology 1999 –

2001

Business Management

James Fowler High School

1996

Alberta High School Diploma

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