Technical Support Customer Service

KAWALJEET KAUR

437-***-**** Toronto

Summary

Highly dedicated and results-driven professional with over 3 years of experience in the customer service and technical support fields. Known for exceptional communication skills and a customer-first approach, with the ability to rapidly learn new technologies and systems. Possesses strong technical expertise in troubleshooting, database management, and quality control, combined with a proven track record of providing excellent support in high-volume environments. Skilled in managing complex customer issues, optimizing internal processes, and adapting quickly to new tools and technologies.

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Experience

Apple Ontario

Technical Support Advisor 04/2021 - 03/2023

iPhones, iPads and Mac Computers

Customer Service Excellence: Delivered exceptional customer support across phone, chat, and email channels, consistently achieving high customer satisfaction ratings.

Troubleshooting & Issue Resolution: Diagnosed and resolved hardware and software issues for Apple products, including iPhones, Macs, and iPads, leveraging in-depth technical knowledge and problem-solving skills. Technical Proficiency: Utilized a variety of internal tools and databases to access customer information, troubleshoot problems, and track resolution progress, ensuring that all cases were handled efficiently. Documentation & Reporting: Accurately recorded call notes and technical issues for future reference, making detailed recommendations for system and service improvements.

Cross-Department Collaboration: Coordinated with technical teams, engineering, and other departments to escalate complex issues, ensuring timely resolution and minimal customer frustration. Continuous Learning & Adaptability: Quickly learned new software tools and product updates, ensuring that all support services remained up- to-date with the latest features and technologies. Performance Metrics: Consistently met or exceeded individual and team performance metrics, including average response times, resolution rates, and customer satisfaction scores.

Taylor Certified Processing Ontario

Records Management Technician 03/2023 - 04/2024

Aerospace and Defense, Metal Processing

Database Management: Managed and maintained accurate databases containing technical and procedural documents, ensuring that all records were up-to-date and compliant with industry standards. Documentation & Presentation: Assisted in modifying, updating, and creating documents and presentations, utilizing advanced features of Microsoft Office Suite (Excel, Word, PowerPoint) for formatting and organizing large data sets. Quality Control & Process Improvement: Monitored production steps, documented quality control checks, and identified opportunities for improving internal processes and reducing errors.

Tech Savviness: Leveraged advanced software tools and databases to track production processes, optimize workflows, and enhance overall productivity within the team.

Guideline Development: Contributed to the creation and implementation of new internal guidelines aimed at improving document management practices and quality control standards. Collaborative Communication: Worked closely with cross-functional teams to ensure seamless communication of technical issues and procedural changes.

Learning & Adaptation: Quickly adapted to new software systems and project management tools, applying a proactive approach to learning and streamlining office tasks.

Education

Canadore College

Computer Science 03/2019 - 02/2021

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