Chelsea Robertson Email & Phone Number

Ottawa, On, Ca

Ottawa, Ontario, Canada

Ottawa, Ontario, Canada

Kanata

Kanata, Ontario, Canada

Kanata, Ontario, Canada

Ottawa, Canada Area

-Account lead for IBM Contract - Lululemon Athletica Inc.-Perform Level 1 duties supporting operating system and software related issues such as Microsoft Office, Java, Windows 7/8/10, Google Chrome, Internet Explorer, Taleo, RSA, Citrix and more.Perform over 100 call audits a month to ensure good phone ethics, proper troubleshooting and good note taking in tickets.-Attend weekly meeting with Nova Networks, IBM and Lululemon to address any issues and concerns the client may have.-Coordinate and perform onboarding and training of new agents.-Create and publish new Knowledge Base articles.-Install or assist users with various hardware related issues such as printers, monitors, POS devices, mobile devices, RFID, docking stations and more.-Perform daily reviews of previous day high priority incidents to ensure proper escalation processes were followed.-Monitor call and email queues to ensure we meet all Service Level Agreements (SLAs) and Service Level Objectives (SLOs).-Analyze customer satisfaction surveys, provide feedback and coaching to agents.-Properly track customers incidents and requests using various ticketing tools (Microsoft CRM, HEAT, ServiceNow)-Manage the agent’s breaks and lunches schedule on a daily basis to ensure we stay properly staff during peak lunch hours.

-Perform Level 1 duties supporting operating system and software related issues such as Microsoft Office, Java, Windows 7/8/10, Google Chrome, Internet Explorer, Taleo, RSA, Citrix and more.-Install or assist users with various hardware related issues such as printers, monitors, POS devices, mobile devices, RFID, docking stations and more.-Properly track customers incidents and requests using various ticketing tools (Microsoft CRM, HEAT, ServiceNow)