Customer Service Technical Support
Resume:
Stephen Olar
*** – *** MacDonald Avenue P*B *W*
Sault Ste. Marie ON
705-***-****. E-mail: *********@*****.***
Summary of Qualifications
facilitation – including volunteer
and professional positions
13 Years Customer Relations
Management
6 years Independent
publisher/author
6 years journeyman - IT technical
support
4 years management, coaching,
mentoring and developing team
members
Extensive Writing and public
speaking experience
Advanced computer skills
Certificates/Diplomas
B.A. English, Language and Literature
TESOL (Teaching English as a Second
Language)
Adult Educator
Online Instructor
Information Technology
Computer Support Specialist (Diploma)
Journeyman - Information Technology -
Technical Support
Food Handler
Smart Serve
Service Excellence
Front Line Leader
Six Sigma Yellow Belt
Call Center Management
Fiction Writing (Diploma)
Starting a Small Business (Diploma)
Art (Diploma)
Education/Facilitation
TESOL instructor.
Bible School Dropout Publications (owner) – Independently published 20 study/course guides on a variety of religious topics suitable for individual or group use and two novels.
Huron Superior Catholic District School Board - Tutored teens and adults primarily in English and social sciences. Collaborated with teaching staff to modify coursework as required for students who have Individual Education Plans.
Progressive Training College of Business and Health - Courses taught included Microsoft Office, SAGE, QuickBooks, Business Communications, Office Procedures, Professionalism and Career Management. Also worked with individual clients for Workplace, Safety and Insurance Board, businesses and other organizations.
Nucomm International – Facilitated courses through their Continuing Education Program including Computer Basics, Business Writing, Customer Service, and Email Stephen Olar/2
Customer Service. Also served as a Peer Coach, assisting newer employees in their new duties.
Toronto School of Business – Courses taught included Fundamentals of Computers, WordPerfect, Word and Excel.
Volunteer experience – Designed, wrote and facilitated a variety of religious materials for children through to adults.
Lakeland College (Wainwright, AB campus) - Continuing Education Instructor – Introduction to Photography.
Customer Relations Management
Provided exceptional front line service to our clients’ customer base
Worked to understand and resolve the customer’s issues satisfactorily.
Educate the customer so they have the tools to resolve the issue should it happen again.
Update customer records on the contact which included a description of the issue, steps taken to reach a resolution and the outcome.
Management
Worked with teams up to 20 people; quality monitoring and feedback - performance coaching and mentoring - tracking employee performance - motivating team members through contests - root cause analysis - real time management on production floor – responding and resolving escalated customer concerns.
Conducted a major fundraising campaign for the Canadian Cancer Society – Algoma Branch - recruiting and training volunteers - giving public presentations - tracking the progress of campaign - maintaining campaign database and create a new database - processing donations - created a follow up report at the conclusion of the campaign. The campaign raised over 200 thousand dollars.
Education and Training
BA English - Language and Literature Lake Superior State University Certificate – TESOL part 1 Canadian College of Educators Certificate – Online Teacher Sault College/LERN
Certificate – Adult Educator Sault College of Applied Arts and Technology Certificate - Technical Support Agent Sault College of Applied Arts and Technology Sutherland Global Services
Six Sigma Yellow Belt competency
Leadership development
IT Information support technician apprenticeship program Certificate - Front Line Leadership EDS Online University; Diploma - Computer Support Specialist Toronto School of Business International Correspondence School
Diploma – Art
Diploma - Small Business
Diploma - Fiction Writing McGraw Hill Continuing Education Center Stephen Olar/3
Employment History
2018 ESL Instructor – Algoma District School Board 2017 - 2018 ESL Tutor – Golden Voice English
2016 – 2018 Team member – Tim Horton’s
2010 – present Owner - Bible School Dropout Publications 2012 – present Mystery Shopper – Performalogics (independent contractor) 2013, 2015- 2017 Tutor – Huron Superior District Catholic School Board 2014 - 2015 Instructor/facilitator – Progressive Training College of Business and Health.
2013 – 2015 Customer Service Representative – Alpine Access 2011- 2013 Crew - Georgina Foods O/A McDonalds’ Restaurants 2005-2010 Technical Support Consultant - Sutherland Global Services. Prior years:
Supervisor Customer Contact Centers (Nucomm International, EDS, Cross Country)
Various contract positions including volunteer coordinator (Ontario 2000 Winter Games), Echo-Industrial Coordinator, Residential Campaign Coordinator (Canadian Cancer Society), Promotion Coordinator (Canadian Diabetes Association)
Computer Applications Instructor (Toronto School of Business),
Continuing Education Instructor - Introduction to Photography (Lakeland College, AB)
Food services
Journalist
Related and Volunteer Activities
Canvasser - Heart and Stroke Foundation
Canvasser - Canadian Cancer Society
Past member board of trustees and Communications Chair - Canadian Diabetes Association, Sault Ste Marie branch
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