Experience

Nexent Innovations Inc.

• Canada
• Software Development
• 1 - 100 Employee

• Technical Support Representative

  • Apr 2021 - Present

  Supporting Service Management software suite. Supporting Service Management software suite.



Laborie

• United States
• Medical Device
• 400 - 500 Employee

• Technical Support Specialist- Service team

  • Sep 2017 - Feb 2021

  -Troubleshoot customer issues via telephone, e-mail, and remote internet access by gathering the customer’s information, determining the customer’s issue and attempting to resolve in a timely manner -Analyze initial customer issues and provide answers by identifying problems; sourcing answers; guiding client through corrective steps. Analyze and/or isolate the root cause of issues -Work with other technical support team members in repair department and field technicians to service the customer’s needs, along with other departments such as Quality and Customer Service to properly address and close customer complaints -Ability to multitask effectively during busy times; exercise patience and professionalism during stressful situations and when dealing with clients, while maintaining adherence to LABORIE specified Service Level Agreements (SLAs) to meet customer expectations Show less



Bell Mobility

• Project Specialist

  • Mar 2011 - Aug 2016

  Led projects supporting the Technical support call centres, driving improved customer experience, operational cost efficiencies and costs savings. Worked with cross functional projects to ensure call centre preparedness prior to launch. ⦁ Led call centre efficiency projects to simplify and merge Call centre teams, and the phone system routing calls to them, to gain operation efficiencies. ⦁ Overhauled and modified Technical support models and processes to support new and future business groups and support partners. Mapped escalation and hand off process to OEM service providers. ⦁ Led multiple process improvement and technical process mapping efficiency improvements, targeting high volume call drivers. ⦁ Introduced new IT systems and tools to drive time savings and minimize clicks in CRM and Ticketing systems. Show less



Bell

• Canada
• Telecommunications
• 700 & Above Employee

• Technical Support Team Lead

  • Aug 2009 - Mar 2011

  Led top performing Technical Help desk tier 2 team, who supported frontline Technical call centre agents and Customer support Helpdesks. ⦁ Created and maintained Training curriculum to include new products and technologies, Hired and trained new agents on tools and procedures ⦁ Drove and maintained performance metrics, for both direct reports and departmental service level agreements(SLA) ⦁ Mapped and documented all troubleshooting processes to support process improvement projects ⦁ Monitor CRM Ticketing tools (Heat, Remedy) to ensure Service level goals being met Show less



Bell

• Canada
• Telecommunications
• 700 & Above Employee

• Customer Service Team Lead

  • 2004 - 2009

  Client Care/ Technical Solutions Team Lead (2004 – 2009) Managed team of 20-30 Technical and Client care sales agents for cellular customer support. Provided regular coaching to meet and exceed all sales and KPI targets Worked directly with project teams, reporting, process and technology to improve service, maximize productivity and exceed company objectives. Client Care/ Technical Solutions Team Lead (2004 – 2009) Managed team of 20-30 Technical and Client care sales agents for cellular customer support. Provided regular coaching to meet and exceed all sales and KPI targets Worked directly with project teams, reporting, process and technology to improve service, maximize productivity and exceed company objectives.