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Customer Service Social Media

Toronto, Ontario, Canada
November 24, 2018

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References available upon request



***-*** *** ******, *******, ON M5G 2G4



Seeking full time employment in an industry where I can leverage my area of study and/or past experiences. I have an interest in IT related work, individual contributor roles in middle/back office, and administrative work. Skills

• Certified in Emergency First Aid & CPR/AED Level C

• Certified in Learning Cloud Computing: Cloud Security

• Certified in IT Security Foundations: Core Concepts

• Proficient in V21, Salesforce, ICM Accounting Systems

• Experienced working in an outbound call center environment

• Proficient in Microsoft Office, Social Media Software, and Windows/Apple OS

• Strong communication and problem-solving skills

• Highly motivated and team-player attitude

• Well organized and effective time management skills Work Experience

Wireless Activation Consultant, Rogers Inc., Toronto, ON Feb 2018 – Jul 2018

• Responsible for day-to-day direct fulfillment related activities, including: validating and inputting order details gathered from the Rogers Direct tools into the customer account and billing system (V21, Salesforce, ICM) for - New Activations, Hardware Upgrades, and Wireless Service Requests

• Worked both inbound and outbound call/work queues for: Rogers Wireless, Fido Solutions, Rogers Business Solutions, Chatr, Wholesale and Port-Out Queues

• Troubleshot and gathered information to identify root causes of customer dissatisfaction and determined appropriate course of action

• Tracked daily calls, problem-solved and communicated to specific departments for escalation and resolution

• Met and/or exceeded Call Centre monthly performance objectives including, quality, productivity, call handle time, adherence and compliance to schedule

• Ensured accuracy, completeness and timely completion of all orders within advertised Service Level Agreements

• Responsible for processing CSPQ orders, queue count and assigning orders

• Provided support to business partners, including responding to inquiries (e.g. order status, product availability)

• Liaised with internal and distribution support resources to resolve customer fulfillment problems

• Ensured customer satisfaction was maintained and exceeded throughout all stages of the fulfillment process Computer Tutor, Employment and Social Services, Toronto, ON Dec 2017 – Jan 2018

• Greeted clients and introduced them to the employment center case workers

• Oriented clients to the computer area within the employment center

• Assisted clients with entry level computer skills

• Shared knowledge and skills by assisting clients with Microsoft Office applications and internet navigation

• Assisted clients in creating email accounts, passwords, and showed them how to seek support and troubleshoot computer related issues

Youth Program Intern, Basketball World Toronto, Toronto, ON Jan 2017 – May 2017

• Assisted with weekly planning and preparation for scheduled events including communication to customers, equipment setup, and website updates

• Helped with the creation and distribution of marketing materials and promotion for upcoming events

• Performed database entry of player standings and team statistical updates, rules and regulation updates and communication with customers

• Assisted with the day-to-day operations of the youth programs including registration, rosters, scheduling, scorekeeping, stat keeping, policies and evaluations

• Updated and maintained the website information and responded to customer service inquires and issues via website, email and in person

References available upon request


Volunteer Experience

Festival Administrative Volunteer/Usher, Luminato Festival 2016, Toronto, ON Jun 2016

• Supported the Volunteer Centers by replying to emails, logging hours and helping volunteers sign in

• Usher at the Hearn Theatre helping patrons to their seats and providing support to the Front of House team Information Ambassador/Usher, Doors Open Toronto 2016, Toronto, ON May 2016

• Greeted guests at two different sites, administered safety waivers and provided information and directions Usher, Toronto Christmas Market 2015, Toronto, ON Dec 2015

• Greeted guests, scan and confirm tickets are legit and provide directional information to guests Information Ambassador/Usher, Scotiabank Nuit Blanche 2015, Toronto, ON Oct 2015

• Provided assistance with programming and logistical operations for 15 hours, from sunset to sunrise Education

Humber College, School of Hospitality, Recreation and Tourism June 2016

• Recreational and Leisure Services Diploma

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