Customer Service Technical Support

Roddy Smith

**** – **** Weston Road, Toronto, ON M9N 3W6 647-***-**** *******@*******.***

Seasoned and versatile technical customer service representative and computer programmer with over 18 years’ experience in a variety of settings. Demonstrated ability to successfully manage multiple complex tasks simultaneously. Exceptional analytical ability, quickly assesses situations and provides viable solutions. Outstanding communicator with ability to translate complex technical issues for non-technical customers. Consistently drives technical and process improvements to maximize efficiency and productivity. Reputation as valued team member and leader providing top-tier customer support and sales. Thrives in a challenging call center environment.

Customer Service • Technical Troubleshooting • Customer Support • Process Improvement

Data/Order Entry • Call Centers • Client Prospecting/Retention • Business Management Team Leadership/Development • Multitasking • Client Relationship Management

CANADIAN TIRE, Brampton, ON Aug 2017 – Dec 2017 (Contract position)

Canadian retail company which sells a wide range of automotive, hardware, sports and leisure and home products.

Shipper/Receiver

Receiving products and entering them into computerize inventory system

Shipping products by loading trailers

Driving counter balance forklift and pallet truck equipment.

Picking products to ship to Canadian tire stores.

ALARMFORCE, Toronto, ON 2012 – 2017

Home security provider for over 250,000 homes and businesses across North America

Technical Support/Help Desk Representative

Assist current customers with technical support and troubleshooting via telephone

Translate technical matters for non-technical customers

Diagnose issues, schedule technicians for service calls and installations

Make outbound calls to customers concerning alarm signals and other issues

CABLETALK SYSTEMS, INC., Brampton, ON 2010 - 2011

Family owned manufacturer of server cabinets and rack solutions

Shipper/ Receiver

Processed shipments, managed inventory, supply customers with availability and pricing, conducted research to determine competitive shipping prices

Worked with shippers to determine most efficient shipping method, prepared and packaged shipments

Verified order details and prepared bills of lading, waybills, and other documentation

Purchased, received and unloaded incoming materials, reconciled packing slips and purchase orders

Managed customer returns

Utilized dolly to load and unload equipment and supplies

Answered customer pricing inquiries regarding prices, availability, and shipment status

WOODBINE ENTERTAINMENT GROUP, Rexdale, ON 2005 – 2013

Largest horseracing operator in Canada, provides racing, gaming, and dining in two locations in Ontario

Customer Service Representative

Responded to customer inquiries regarding horseracing and the HPI/TV schedule; documented scratches and early changes on racing cards

Managed face to face or telephone withdrawals; processed cash, credit, and debit card deposits. Opened and closed horseplayer wagering accounts

Assisted with new employee training

Furnished technical support for online operations and video feeds

Performed test wagers to verify system functionality and availability

Promoted and helped launch mobile Wi-Fi betting system

Roddy Smith

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*******@*******.***

ROGERS CABLE, Richmond Hill, ON 2004 – 2008

Major Canadian Communications Company, providing wireless communication and cable TV

Technical Service Consultant

Utilized proprietary ICM software to troubleshoot and repair cable service problems over the phone

Scheduled repair calls, collaborated with customer service to expedite service dispatches

Assisted with digital and analog equipment installations, promoted and upsold new services and packages

TOWERS PERRIN, Mississauga, ON 2002 – 2004

Benefits administration firm serving customers such as Kraft Foods, Chrysler, and other leading companies

Systems Specialist/Computer Programmer

Developed programs to access Oracle dataset using COBOL and PL/SQL

Utilized Crystal Reports generating monthly reports and yearly pension statements from a Kedit Manipulated Oracle Database

Worked with key stakeholders to extract files using SQL to meet client requests and business requirements

Built programs using Visual Basic and MS Access

ZÜRICH INSURANCE COMPANY, Toronto, ON 1995 – 2002

Global financial services group headquartered in Zürich, Switzerland

Computer Operator/Computer Programmer

Developed performance optimization programs, diagnosed and repaired applications

Created and maintained COBOL insurance applications, added enhancements, and new functionalities

Performed documentation support using Ztext, supported CICS screens and programs

Oversaw nightly production batch runs

Authored use documentation and FAQs for program features

Partnered with outside vendors to resolve equipment failures, continually monitored and enhanced system and network performance

EDUCATION & PROFESSIONAL DEVELOPMENT

Computer Information Systems Diploma

Humber College, ON

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