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Work Experience
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Coach/Team Manager
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Etobicok, Ontario
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SITEL
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1/05 - Current
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Provideing coaching, leadership, training and direction to the Customer Service Center associates on work execution and problem solving
Demonstrating Leadership Attributes - Executing with Passion for Customer and Assocaites, Demonstrating Confidence in Self and Others, Listening Actively and Speaking Plainly, and Readily Accept Accountability.
Identify future roadblocks and resolve difficult issues on a frequent basis in a timely, efficient and professional manner. Re-directing unresolved issues appropriately.
Maintain and develop quality standards and contribute to continuous improvement
Establishe training needs and improvement plans
Analyze and report on team results
Coach on work execution and problem solving, establish training needs and improvement plans.
Works with Operations managers and customer representatives to ensure smooth and efficient project implementation and documentation.
Interface with customers and internal employees on a daily basis.
Develops a good relationship with employees, contractors, and internal/external customers. Strong project management skills and a customer focused approach.
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Technical Product Specialist/Level 2 Support for T-Mobile USA
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Etobicok, Ontario
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Client Logic
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8/04 - 12/05
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- Provide floor support for various product and services and tools to resolve customers' escalation and efficiently handle calls.
- Prime on various wireless devices and service releases and updates.
- Track and escalate customers' issues using AR REMEDY tool and maintain Tractability Metrics for the same.
- Provide recommendations to resolve complex issues affecting mobile subscribers.
- Interact with clients and customers to choose the appropriate product with right service that meets their needs and expectations.
- Handle daily escalated, corporate and VIP cases including calls and follow-ups.
- Interact with product development teams at Danger, TMobile USA and provide feedback to improve products, features and services.
- Train new employees about new technologies and their setup/configuration
- Design and implement new processes and procedures to increase floor efficiency and customers' satisfaction.
- Worked with Inventory group in Device to provide efficient process of the device availability for other Level 2 Support Specialists, training and associates taking calls.
- Awarded Product Specialist of the Month 3 times in the year 2005 based on performance
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Technical Support Specialist for T-Mobile USA
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Etobicok, Ontario
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Clientlogic
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11/03 - 8/04
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- Provide technical assistance with GSM/GPRS/CSD network connectivity issues
- Resolving escalated issues by filling Trouble Tickets using ARS Remedy Software
- Configure SMS and MMS settings to clients.
- Assisted clients configuring their laptops and personal computers to be used with Phone as modem.
- Diagnosed and resolved voicemail related issues.
- Assisted customers install and configure software on their Personal Digital Assistants.
- Provided advanced technical support for Windows OS, Wireless devices and synchronization applications.
- Conducted troubleshooting and analysis to identify root causes of wireless network, data device operations issues and Blackberry infrastructure network issues.
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Technical Support Specialist for Sony USA/CANADA
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Etobicok, Ontario
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Clientlogic
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06/02 - 06/03
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- Providing Technical Support to Customers at Sony Campaign for Computers, Handhelds and TVs.
- Troubleshooting VAIO Laptops and Desktop for Hardware and software issues i.e. Sonic Stage
- Troubleshooting Sony CLIE handhelds
- Assisting customers with Syncing CLIE handhelds with Intellisync with personal computers as well as Exchange Server
- Maintaining and Updating Customer Data
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Data Entry Operator
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Toronto, Ontario
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TD Canada Trust Bank
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02/02 - 06/02
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Processing Upto 300 applications a day
Data Entry Using Ascent Software
Typing Speed 64 WPM
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02/02
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Scarborough, Ontario
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Students Homepages at Centennial College
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Sales Person - 5/01
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- Assisted students with printers and scanners
- Maintaining printers and scanners
- Making Photocopies for School and Students, Scanning and Printing Color Pictures.
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Co-op Student/Web Developer
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Toronto, Ontario
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Management Board Secretariat (MBS)
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05/01 - 08/01
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- Worked with iSolutions - iNET Group of MBS
- Maintaining MBS's Intranet site and creating website layout for the clients
- Worked with Dream weaver, and PhotoShop 5
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Co-op Student/Web Developer
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Toronto, Ontario
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Ministry of Consumer and Commercial Relations
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5/2000 - 12/2000
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- Created Visual Basic application under the assistance of Senior Programmer
- Developed Intranet site for the Ministry, also maintained and upgraded the site
- Installed and upgraded software
- Worked with Visual Basic 6.0, HTML, java-script MS Access, Photoshop 5
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Salesperson
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Toronto, Ontario
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Zellers
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11/99 - 12/99
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Provided high quality of customer service
Assisted customers to select suitable cosmetics
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Telemarketer
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Consumer Credit Services
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06/98 - 07/98
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Processing applications over the phone
Handled high volume of phone calls
Provided pleasant customer service
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