Technical Customer Support & Troubleshooting Specialist

Paula Ok.

Phone: 647-***-**** Email: *********@*****.***

PROFESSIONAL SUMMARY

Experienced Technical Customer Support Professional with a proven track record of supporting 500+ customers annually across live chat, phone, and email channels, achieving 95%+ customer satisfaction and consistently meeting service-level targets. Skilled in technical troubleshooting, issue resolution, bug testing, customer documentation, and information sharing, enabling timely resolution of complex customer concerns. Demonstrated success in relationship building, proactive customer engagement, strategic insight, and operational execution, contributing to increased customer retention and business growth. Adept at identifying expansion opportunities, maintaining 100% accurate customer records and documentation, and cultivating customer advocates, resulting in improved customer loyalty, stronger stakeholder relationships, and enhanced overall customer experience. SKILLS

● Active listening and customer-focused communication skills.

● Solution-based approach to problem solving and issue resolution.

● Strong technical background with the ability to understand complex processes and workflow.

● Working knowledge of SaaS business environment and customer lifecycle.

● Strong customer and team advocacy with a relationship-driven mindset.

● Demonstrated experience in Customer Relationship Management (CRM) system

● Ability to build credibility through action, responsiveness and customer advocacy.

● Proficient in delivering

● Can-do attitude with dedication to achieving customer success.

● Ability to evolve quickly and adapt to evolving business needs. WORK EXPERIENCE

Technical Support and Customer Service Advisor May 2023-Present Teleperformance -Apple

• Providing fact-based solution options to address customer requirements, improving issue resolution efficiency by 30%.

• Worked with strict adherence, taking calls in a high- volume fast-paced environment

• Engaged with callers, listen actively, analyze and provide the right solutions

• Responding to 100+ customer inquiries weekly within established SLA requirements, maintaining 95%+ on- time response compliance.

• Determining customer needs through analysis of business use cases, supporting 90%+ first- contact resolution rates.

• Achieving and maintaining required performance levels, consistently exceeding service quality targets by 15%+.

• Managing 5+ special projects annually to support customer objectives and cross-functional team initiatives.

• Accurately documenting 100% of customer concerns to facilitate timely issue tracking and efficient resolution.

• Attending 12 monthly and 4 quarterly performance reviews and strategy meetings to support continuous improvement initiatives.

• Acting as an escalation point and advocating critical customer issues, contributing to 95%+ customer satisfaction scores.

Customer Service Representative (Call Centre) Mar 2020– April 2023 24-7 Intouch – Winnipeg, Manitoba, Canada

● Processed 35+ customer transactions per hour with extreme attention to details and customer satisfaction

● Performed troubleshooting customer issues with critical thinking and creative solutions

● Assessed and confirmed customer identity and information to determine updating in database.

● Resolved inquiries and consistently meet performance benchmarks in all areas (speed, accuracy, volume)

● Categorize and document all interactions in the appropriate technology, ensuring that customer requests and details are recorded accurately and actionable concerns are forwarded to appropriate resource.

● Guided customers about how to access and navigate apps.

● Attained reasonable height in customer service ratings (as determined by external auditors) in all categories including communication skills, listening skills, customer empathy, probing, problem resolution and politeness

● Managed a high volume of inbound calls relating to software issues and online payments requests. EDUCATION AND TRAINING

Diploma In Operations Mgt 2025

Trios College

Computer Programming 2021

Seneca College

Professional Telephone Skills Training 2020

Manitoba Tourism Education College

Bachelor Of Science 2000

Olabisi Onabanjo University

AWS Certified Solution Architect Associate Training (Udemy)

Contact this candidate