Experience

Netagen

• Canada
• Computer Networking Products
• 1 - 100 Employee

• Service Manager

  • Mar 2019 - Present

• Service Manager

  • Mar 2019 - Present



Activo Inc.

• United States
• Software Development

• Project Co-Ordinator

  • Feb 2011 - Mar 2019

  Project Coordination of National accounts and Information Technology accounts Prime for VIP accounts (ie:TELUS) Liaison with clients from first contact to request completion to coordinate all activities Participate in daily conference calls to discuss project activities and timelines Coordinate new installations with regional Branches and Contractors Review and process invoices and customer credits Project Coordination of National accounts and Information Technology accounts Prime for VIP accounts (ie:TELUS) Liaison with clients from first contact to request completion to coordinate all activities Participate in daily conference calls to discuss project activities and timelines Coordinate new installations with regional Branches and Contractors Review and process invoices and customer credits


Connex
• Jordan
• Technology, Information and Internet
• CSR

  • 2008 - 2010


Avaya

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Service

  • Aug 2000 - May 2008

• Team Lead/ Assistant to Senior Manager

  • Aug 2000 - May 2008

• Customer Support Specialist

  • Aug 2000 - May 2008

  Performed Level 1 Support for Trouble Tickets - basic diagnostics prior to routing to next level support

• Acting Manager

  • Aug 2000 - May 2008

  when requiredAssist in review process by collecting pertinent information and presenting to Senior ManagersRun weekly reports for all Operation Managers & Senior ManagementScheduling of all shifts and on-call technicians for 24X7 Call CenterTrack and update training schedule for Canadian EngineersMonitor and manage Absenteeism/ VacationsDesignated "Trainer" for all new processes deployedResponsible for ordering all office supplies/computers



AVAYA Canada

• Telecommunications
• 1 - 100 Employee

• Quality Case Reviewer

  • Aug 2000 - May 2008

  2007-2008 Quality Case Reviews - quality control of all closed cases to ensure that the engineers are following all pertinent processes and documenting as required Case Transitions - review all cases handed from one shift to the next shift to ensure that processes are being followed to ensure best Customer Service practices are being followed Queue Management Team / Case Assigner 2006 - 2008 Auto Case Push - part of the team to rollout this new tool which automatically assigns cases to appropriate engineers based on schedules Monitor all Queues to ensure time efficiency and productivity goals are being met Monitor ticketing database and assign repair calls to Service Desk within Service Level Agreement timelines Monitor and maintain the Web Ticketing system for Canada Show less


Wiltel
• Customer Service

  • Feb 1998 - Aug 2000


TELUS National Systems

• Customer Service Representative

  • Feb 1998 - Aug 2000

  answered all incoming calls for trouble tickets; raised tickets and routed to the appropriate department for diagnostics answered all incoming calls for trouble tickets; raised tickets and routed to the appropriate department for diagnostics



Williams Communications Systems

• Customer Service Representative

  • Feb 1998 - Aug 2000

  Receive and process Repair and MAC calls from customers and ensure that required work is completed. Follow-up with customers on outstanding requests and escalate when required Update and correct customer database on daily basis. Remote diagnostics on basic repairs Monitor weekly chargeable to ensure customers are being charged accurately Monitor customer sites through Remote Monitoring Units. Responsible for dedicated National accounts such as Sears Canada and WSIB, to ensure that repairs and Mac calls are taken care of correctly Show less



UNILOCK Ltd

• India
• Financial Services

• Inside Sales Supervisor

  • Jan 1996 - Jan 1998

  Supervise office and yard staff. Inside sales, processing orders, co-ordinate deliveries with shipping Co-ordinate Seminars and Home shows. Payroll, benefits and all banking and paperwork for the Pickering Office Daily balancing of tills and petty cash Lead distribution and follow up. Call reports. Keeping customer master list updated. Supervise office and yard staff. Inside sales, processing orders, co-ordinate deliveries with shipping Co-ordinate Seminars and Home shows. Payroll, benefits and all banking and paperwork for the Pickering Office Daily balancing of tills and petty cash Lead distribution and follow up. Call reports. Keeping customer master list updated.