Customer Service Representative

Professional Profile

IT professional with over a decade of broad technical knowledge combined with proven leadership qualities and creative problem solving skills in both strategic and tactical areas. Effective communicator, able to explain complex concepts and ideas to non-technical individuals that have been SQM certified. Solutions oriented with an eye toward bottom-line results. Quick minded with the ability to meet deadlines and exceed expectations

Professional Experience

October 2012 – October 2014 HP CANADA Calgary, Alberta

Customer Service Representitive

Currently attached to HP Canada as a late afternoon senior front line agent resolving technical issues with the Government Of \Alberta contract.

Have demonstrated adaptability and flexability by being able to work not only at an office setting but also to be an effective agent in an at home setting working with emails and voicemail systems.

Maintained a customer first but efficient focus on call times and stat based performance and am a valued member of the team with a call quality score consistant of the 90%

March 2011 – October 2012 IBM CANADA Calgary, Alberta

Customer Service RepresentitiveCurrently att

answer calls expediently and with Empathy. I also act as the primary contact for escalated client concerns during that time that require me to call out to second level teams and act as a liason to the customer in role as primary evening contact

I am also the first line contact for email resolution. I successfully resolve between 60-70 emails on a daily basis.

Handled client callback issues regarding voicemail concrens for the client as a first line support including ticket creation, follow up and acting as a second level liason when needed.

2007-2010 Bank Of Nova Scotia Calgary, Alberta

Customer Service Officer

Answered Banking and Scotia Online questions in an for customers in an inbound contact centre environment

Was responsible for maintaining an efficient call quality score while answering calls in a pleasant and informative manner

Approached all situations with a “Customer first” additude that took teamwork into account.

Maintained utmost confidentiality in all company issues and policies

I am also SQM world class call certified

2002-2007 Shaw Direct Calgary, Alberta

Customer service Representitive/Technical Services Representitive/Dispatch Represetitive

Pleasant phone Manners with an excellent record of exceptional, clear service to our customer base.

Prompt and steadfast work ethic with a great working relationship with both co-workers and supervisors

Quick learning on all facets of the Customer service, Dispatch and Technical side and always willing to pass that knowledge on to co-workers when asked as well as using all available resources to find the answer myself when needed.

Excellent working knowledge in Customer relations, Dispatch, Technical Service, Commercial Service, Activations of Satellite Devices and Dealer Relations.

Education

CDI COLLEGE OF BUSINESS AND TECHNOLOGY CALGARY ALBERTA

Computer Programmer, 1998

received Computer programming diploma specializing in a variety of languages such as c, c++, visual basic, Database management, Assembler, visual C and networking essentials.

i am also proficient in a full range of software utilities such as Microsoft word, Powerpoint, access. Citrix, ITIL, various Remote Desktop Tools and Mobile and Printing Devices.

i am currently teaching myself TCP/IP and Networking with the goal of writing my certification exams for MSCE and A+ certification.

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