Experience

Netagen

• Canada
• Computer Networking Products
• 1 - 100 Employee

• Manager, Service & Maintenance Contracts

  • Oct 2014 - Present

  I am a mission-oriented team player and highly successful contract manager with a proven ability to negotiate and establish contractual service contracts for our customers. About us Netagen is a wholly Canadian owned and operated Network Solutions Integrator for Enterprise Corporate, Government and Defence infrastructures where security, performance and reliability are keys to operating mission critical networks. Netagen architects, provisions and supports some of Canada’s most advanced network infrastructures utilizing the latest technology offerings from industry leading technology manufacturers. Company details Headquarters Ottawa, ON Year founded 2000 Company type Privately Held Company size 51-200 employees Specialties Avaya, VoIP, Nortel, Communications, F5, Palo Alto Networks, Radvision, and Motorola Wireless Lan Show less



Rogers Data Centres Inc.

• Customer Care

  • May 2011 - Oct 2014

  •Answer incoming calls and act as point of contact for Business Enterprise , providing prompt and effective resolution and high levels of Customer Service •Supporting day-to-day retention matters such as troubleshooting, issuing tickets, credit adjustments, cancellations, migrations etc •Providing accurate, detailed information regarding products, billing procedures, and payment options in a timely and efficient manner •Resolve all service inquiries/requests and customer complaints in a manner, mutually satisfactory to the customer and Rogers Data Centres •Complete all post call processing, paperwork and contact documentation in an accurate, timely and efficient manner •Process credits to customers’ account as per guidelines •Ensure all customer contact is documented immediately •Work with Client Experience Advocate (CEA) to ensure client satisfaction i.e. notifying of billing discrepancies, possible service issues, sales opportunities etc. •Refer sales leads to designated contact within Sales Department •May provide support interdepartmentally (CEA, Outside Agent, Credit and Collections,Management, Inside Sales and Direct Sales) by responding to all inquiries via email, CT tickets and/or phone, as required Show less



Primus Telecommunications Canada Inc.

• Priority Care Associate

  • 2011 - 2013

  •Answer incoming calls and act as point of contact for Business Enterprise , providing prompt and effective resolution and high levels of Customer Service •Supporting day-to-day retention matters such as troubleshooting, issuing tickets, credit adjustments, cancellations, migrations etc •Providing accurate, detailed information regarding products, billing procedures, and payment options in a timely and efficient manner •Resolve all service inquiries/requests and customer complaints in a manner, mutually satisfactory to the customer and Rogers Data Centres •Complete all post call processing, paperwork and contact documentation in an accurate, timely and efficient manner •Process credits to customers’ account as per guidelines •Ensure all customer contact is documented immediately •Work with Client Experience Advocate (CEA) to ensure client satisfaction i.e. notifying of billing discrepancies, possible service issues, sales opportunities etc. •Refer sales leads to designated contact within Sales Department •May provide support interdepartmentally (CEA, Outside Agent, Credit and Collections,Management, Inside Sales and Direct Sales) by responding to all inquiries via email, CT tickets and/or phone, as required Show less



Advantage Communications Inc.

• Outsourcing and Offshoring Consulting
• 300 - 400 Employee

• Team Manager

  • Apr 2009 - Mar 2011

  •Ensure a professional and service-orientated work environment by monitoring employee performance and taking the necessary actions to motivate when required, including weekly team meetings to discuss stats.•Complete daily, weekly and monthly reports and ensure that they are accurate and sufficiently detailed•Demonstrate leadership through acknowledging the fair and consistent application of all policies and procedures•Conduct performance appraisals•Conduct live audits, coaching and feedback to ensure customer/ provider satisfaction as well as pinpointing any learning opportunities to assist the team member•Act as a liaison between team members and management and provide timely notification to staff and management of trends, urgency of issue or extent of required follow up and determine if the problem requires action from a higher level of authority Show less

• Technical Service Representative

  • Feb 2008 - Mar 2009

  •Investigate and resolve customer issues, including internet connectivity, and telephone and cable issues•Interview the customer via phone to collect information and lead the caller through diagnostic procedures to determine the source of the error and ensure that the issue is addressed and resolved.•Handle problem recognition, research, isolation and resolution and follow-up for routine user problems, referring more complex issues to other technical staff using the proper escalation procedures.•Log and track all calls using the CSG programs Show less



Burger King Corporation

• 1 - 100 Employee

• Assistance Manager of Operations

  • Oct 2006 - Dec 2007

  •Oversee the daily operations of the restaurant, including the opening and closing duties of the restaurant, as well as assisting the staff in the front or kitchen when the need arises. •Daily, weekly and monthly inventory of all stock for the restaurant, including ordering, receiving and stocking all food and dry ingredients for the restaurant •Enter all invoices into the computer system, daily sales tracking, cash reconciliation and bank deposits. •Interview, hire and orientation of new staff members, as well as ongoing coaching to maintain high customer standards. Show less