Customer Service Quality Assurance

H eba Al-Sadi

Targeting an entry level opportunity as a Technical & Customer Support Specialist

• Bi lingual and offering a strong foundation in software engineering and technology principles across multiple

platforms.

• Experienced in troubleshooting and supporting mission critical applications as well as administering systems

and networks.

• Quickly learn and master new technologies; thrive in a team environment and under pressure with minimal

supervision.

• Skilled at Microsoft Office, C++, Windows, HTML, Windows, Apple, AUTOCAD and many more

Professional Experience

TECHNICAL SUPPORT SPECIALIST, MCKESSON CANADA, Markham, ON

AUGUST 2013 – DECEMBER 2013

Performed application support and troubleshooting and provided phone as well as email support to customers

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Managed user accounts and performed password resets as well as unlocked accounts and setup new users.

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Performed quality assurance testing before launching of new products

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Responsible for data entry into company CRM tool and ensuring quality of data

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Managed the daily backup jobs and ensured that they were successfully executed.

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BILINGUAL CUSTOMER SUPPORT SPECIALIST, DOOR MASTER CALL CENTER, TORONTO, ON

JANUARY 2010 – DECEMBER 2013

Excelled within service oriented positions delivering premium customer service and attracting repeat customers

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Provided superior customer support and service and consistently exceeded customer’s expectations

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Provided customers with quotes and answered technical questions related to products and services

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Performed basic troubleshooting and dispatched technicians whenever necessary

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Logged customer calls and created tickets to ensure proper tracking of issues.

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Maintained company’s website and updated content on an as needed basis

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Performed data entry functions and ensure a high quality of data at all times

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Recorded customer feedback and suggestions and made improvements to existing processes and standards

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wherever applicable

Helped with translating documents whenever needed.

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1508 – 75 Paisley Blvd. West, Mississauga, Ontario L5B 1R8

Cell: 647-***-**** Home: 416-***-**** ****.****@*****.***

Education

High School Graduate,OSSD– Bowmanville High School

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