Experience

PayFacto

• Canada
• Information Technology & Services
• 100 - 200 Employee

• Customer Service Representative

  • Oct 2020 - Present



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• SERVICE MANAGEMENT EXECUTIVE/SENIOR CUSTOMER RELATIONS ASSOCIATE

  • Jan 2013 - Jul 2020

  Provided Escalation/Expedite Support, a formal path to resolving customer concerns quickly. Acted as the escalation point of contact for fault reporting and repair (post normal process) • Partnered with the billing group to manage resolution of billing disputes, issue adjustments and accounts receivables associated with errors, as necessary • Developed and maintained Customer Service Guides that contained defined Ordering, Maintenance, Billing and Escalation contacts specific to the customer • Updated executive issues and escalations log weekly with action item, resolution, timeline and owners Show less



Superclick, Inc.

• Canada
• Internet Publishing
• 1 - 100 Employee

• Technical Support Specialist

  • Aug 2011 - Jan 2013

  Spoke with various clients daily, and assisted in troubleshooting network connection issues • Communicated with hotel staff, providing support/assistance in processing requests for changes to be done to the network, thus helping to provide a better customer experience to guests • Escalated issues that dealt with infrastructure support to NOC engineering staff, for further resolution steps Spoke with various clients daily, and assisted in troubleshooting network connection issues • Communicated with hotel staff, providing support/assistance in processing requests for changes to be done to the network, thus helping to provide a better customer experience to guests • Escalated issues that dealt with infrastructure support to NOC engineering staff, for further resolution steps



Shoppers Drug Mart

• Canada
• Retail
• 700 & Above Employee

• ePOS Trainer

  • Dec 2010 - Feb 2011

  Reviewed training materials provided on the system and implemented into SDM stores country-wide • Used the new system in a real-world scenario, understood how it works and its potential challenges • Evaluated employee training, ensuring that it was understood and presented in a concise manner • Answered and/or escalated any issues that arose during the training period for employees on the new system Reviewed training materials provided on the system and implemented into SDM stores country-wide • Used the new system in a real-world scenario, understood how it works and its potential challenges • Evaluated employee training, ensuring that it was understood and presented in a concise manner • Answered and/or escalated any issues that arose during the training period for employees on the new system



Milgram International Shipping

• Montreal, Canada Area

• Ocean Import Tracing Coordinator

  • Sep 2009 - Oct 2010

  - Monitored & updated the status of various clients’ container shipments coming to Montreal, through the use of various web-based tools. - Reviewed & provided time sensitive material to various shipping lines with regards to container shipments - Updated & maintained numerous client databases with relevant shipment data - Communicated on a daily basis with carriers to inquire about shipments & to provide status of upcoming shipments. - Provided additional shipment details to operational staff with regards to incoming shipments Show less



Gemma Communications

• Montreal, Canada Area

• Quality Assurance Representative

  • May 2007 - Sep 2009

  Reviewed communications from the client (Rogers Wireless) regarding updates on products sold by company representatives. Analysed and sorted through correspondences to determine high priority requests/information. • Summarized and communicate new and old client information to other company representatives, aiding in sales (product/process updates, application updates) and/or quality procedures. • Provided additional support to operational staff with regards to interpreting or explaining data received from the client, or being displayed by the client’s applications • Audited and maintained various databases containing time-sensitive material (i.e. rosters, IDs), communicating any discrepancies or adjustments that were needed to other company representatives. • Participated in several client driven meetings (calibration sessions, process meetings), and provided in-depth analysis, as well as commentary that allowed procedural changes to be made to current programs. • Reviewed potentially problematic sales processed by sales agents and identified methods to resolve issues • Reviewed daily reports linked with quality, sale figures, and production goals for the program Show less



SITEL Canada

• Montreal, Canada Area

• Quality Assurance / Reports Administrator

  • Jan 2002 - May 2007

  - Reviewed communications from the client (Rogers Wireless & Rogers Cable) regarding updates for products sold by company representatives. - Analysed & sorted through various correspondences to determine high priority requests/information. - Summarized new/old client information & communicated it to other company representatives, to aid in sale (product/process updates, application updates) and/or quality procedures. - Contacted & conversed (when needed) with a variety of clientele to address issues that may have been generated by original correspondence. - Audited & maintained various databases containing time-sensitive material (i.e. sales, IDs), communicating any discrepancies or adjustments that were needed to other company representatives. - Participated in a number of client driven meetings (calibration sessions, process meetings), and provided in-depth analysis, as well as commentary that allowed procedural changes to be made to current programs. - Provided additional support to operational staff with regards to interpreting or explaining data received from the client, or being displayed by the client’s applications - Aided auditors at both sites with reviewing potentially problematic sales that were processed by sales agents - Assisted operational staff by managing a team of sales agents on the production floor when current team manager was unavailable. Show less