Andrew Howard Email & Phone Number

Kitchener, Ontario, Canada

Mississauga, Ontario, Canada

Cambridge, Ontario

• Maintained all office and field IT assets for 100+ staff including mobile phones, laptops, office networking, printers and copiers, VOIP phones, cloud storage, and work terminals • Successfully processed and resolved staff technology issues via a ticketing system (Atera)• Key contributor managing a corporate Windows Exchange, Windows Domain, and Active Directory• Initiated and implemented a real-time migration from a remote desktop environment to a cloud-based approach utilizing Microsoft Office 365 during the Covid-19 Pandemic• Solely responsible for creating, managing, and maintaining the company website

Kitchener, Ontario, Canada

• Front line customer service and retention representative for a national telecommunications company• Exceeded necessary metrics including call length, customer retention, and sales goals• Assigned to the first level helpdesk to manage internal agents' issues • Acted directly with external clients to resolve escalated concerns and disputes as second level support

Lindsay, Ontario, Canada

• Responsible for up to 20 customer-facing representatives’ administrative needs • Increased sales performance monthly by 5% through identifying areas of opportunity on an agent-by-agent basis and utilizing coaching techniques to improve agents’ skills and knowledge

Lindsay, Ontario, Canada

• Facilitated training for newly hired agents as well as tenured staff in areas of customer service and sales strategies• Responsible for onboarding new agents and transitioning them to the production environment• Selected as the lead trainer to introduce a new department of more than 80 tenured staff• Worked directly with management and team leaders to identify agents with opportunities for improvement metrics and sales behaviours on a case by case basis• Worked collaboratively with management and team leaders to identify, coach, and train employees in hopes of improving skills and knowledge in areas of opportunity. This was accomplished using demonstrations, one-on-one training, seminars, and classroom-based learning.