Customer Service Project Manager
Resume:
Kataryna Hashchak
Richmond Hill, Ontario
L4C 2X6
Email: *********@*****.***
Qualifications
• Strong background in technical business analysis: User Stories, Requirements Gathering and Documentation, Market Analysis, and Quality Control, with a proven track record in customer service.
• Exceptional technical writing and detailed documentation: FAQs, User Manuals, detailed QC tickets, and many other pieces of technical documentation that is regularly updated and used by many within the organization.
• Certifications in customer service with many customer commendations. I am a customer support specialist and will manage each customer issue as a project of its own from start to finish.
• Proficient in French (spoken and written)
• Excellent communication, interpersonal and problem solving skills
• Commendations: numerous awards including VIP and Values Champion
Work Experience
Thomson Reuters – Online Product Developer - Sep. /13 –March/14
• Promoted to Online Product Developer – French Content
• Supporting the development and revamp of the business’s tax tool, Taxnet Pro both on the design and content level
• Contributing to Taxnet Pro’s design and requirements;
• Analyzing and gathering information and data to support requirements;
• Demonstrate use cases for Taxnet Pro and ensuring that customer requirements are maintained;
• Schedule and organize various team meetings, keep minutes and track outstanding deliverables;
• Coordination with the French tax team to ensure accurate changes and/or enhancements to the French version
• Monitoring competitive developments and market trends;
• Supporting validation and product testing activities
• Preparing/contributing to product definition, selling tools documentation, value proposition/competitive positioning, and other materials for marketing, sales, and customer learning teams.
• Numerous presentations of data findings from the competition’s products and relating them to Taxnet Pro
• Validating, approving and signing off of the stories written by the technical writers
• Validation of stories using TFS (Team Foundation Server) and TFS Iterate
• Creation of bugs for non-approved stories
• Creation of stories to supplement work flow bandwidth
• Assisted in the completion of each iteration in a timely manner
• Ensuring that the requirements for AODA are met
Thomson Reuters – Senior Bilingual Technical Analyst - Sep./08- Sep./13
• Senior second level bilingual technical analyst
• Trainer for new bilingual employees
• Performed various troubleshooting duties to assist customers with their online web based law, HR, and tax accounting products.
• Escalate issues not solvable after intense troubleshooting to the appropriate group
• Use of SAP database to access various customer requests and / or profiles
• Use of Quality Centre software to assist UAT testing and regular testing for QA
• Answer a wide range of IT questions through emails as well as phone messages
• Forward feedback provided by fielded calls from customers to the appropriate project manager or product development manager
• Provide second level support for French products
• Report to the QA/Technical support supervisor
• Performed QA work to assist with deployment of new releases
• Participate in offsite IT meetings and regular team meetings to discuss various team issues.
• Worked on a on call basis every Sunday to assist those who need emergency help
• Extensive use of Microsoft Office software to complete project findings and presentations.
• Attend various meetings to keep up to date on “go/no go” projects.
• Weekly team meetings to stay connected on various responsibilities and inter team communications in order to solve troublesome and escalated issues
Inter Medico – Bilingual Customer Service Representative - Jan./ 03 – Aug./08
• Worked as a bilingual customer service representative for medical diagnostics distribution company
• Order processing from clients in a timely and efficient manner
• Run daily reports for supervisor such as On Hold Reports, Backorder Reports, Overstock reports, Branch Requests and Service Reports
• Solve customer problems as they arise and aid in finding a solution to satisfy the customer
• Worked alongside customer service supervisor with purchasing duties as needed when she was not in the office
• Also performed IT maintenance for the company
• Was involved in the creation and implementation of the company Network system
• Responsible for installing company Unix database SYACC on computers that were either brand new, needed maintenance, or had issues.
• Updated everyone’s computer with the latest upgrades and windows updates.
• Ensured that everyone’s computers had the proper software only permitted by Inter Medico
DM&T Services Ltd – Bilingual Technical Analyst - Feb./02 - Jan./03
• Worked as a bilingual technical analyst for UPS Software
• Provided technical support for customer software “UPS CONNECT”
• Assisting customer with installation and maintenance of the software
• Troubleshooting for modem, internet, router and printer connectivity
• Assisted in the setup of the software on a network and importing databases
from other applications into the shipping software
• Assisted with the implementation of customer’s discounted rates
• Troubleshooting various Windows errors for all operation system versions
• Win 95,98, ME,NT,2000 and XP with 100% solution delivery
• Assisted customer in retrieving data from their C:\ and in sending various files
for billing
Teledirect Publications INC – Production Ad Clerk - Nov./93 – Nov.97
• Worked as a Production Ad Clerk 4
• Duties include downloading and making inquiries on previous year’s Yellow Page ads
• Produced color lasers,filling, photocopying, preparation of artwork for scanner and some minor camera work
• Responsible for sending out proofs to sales and customers
• Worked in the Graphics department on the pilot project for internet ads using Rad Graf Software
Alphatext (Quebecor Printing) – Ad Preparation Artist - Jan./89 – Nov./93
• Responsible for Ad Prep. Department.
• In daily contact with TeleDirect Publications Inc.
• Responsible for all pre-press ads to be ready for camera, scanner and typesetting
• Rejected incorrect artwork and returned them to Teledirect Publications Inc.
• Kept accurate records of all dummy pages
• Proof read all French language ads.
Education
• Information Security Risk Management Bronze Certified
• Effective Time Management, Mentoring, and Customer-driven Process Improvement: Basic Framework
• Academy of Learning - Richmond Hill Campus
• Studied Web Design
• Received certification in both HTML and Internet Working 2 – Introduction to Web Developing
• Received certification in Front Page Basic and Advanced
• Champlain Regional College – Studied in Literature and Languages
References available upon request
Contact this candidate