Chris Cottrell Email & Phone Number

135 Fennell Avenue West

Worked with students in both one on one and lecture environments to help build and refine their knowledge through question and conversation.• Wrote tailored lesson plans to meet the needs of individual students• Advised students on how to develop positive scholastic habits

5700 North American Center, 5650 Yonge St, North York, On M2M 4G3

Managed the ongoing development of a custom Java Enterprise solution for the handling of incident & change management requests across application environments.• Monitored application environments with WebSphere Application Server Performance Tuning Toolkit• Created Unix shell scripts for the automation of repetitive tasks• Implemented version control to a pre-existing development process

Niagara Falls, Canada

Technical Support Advisor for Apple Computers.• Isolated issues to apple software and hardware.• Consistently met and exceeded campaign metrics.• Extensive knowledge of the Apple operating system. • Assisted customers on a technical support and customer service level. • Created detailed and accurate records of all preformed troubleshooting.

Toronto, Canada Area

Monitored call volumes and staffing in real time. Created and revised reports to meet changing needs. Proposed and implemented changes to improved efficiency.• Track and trend call center performance from an operations perspective• Manage staffing resources to meet workload requirements and control costs• Monitor call volumes and staffing in real time to meet service level and occupancy Targets.

Toronto, Canada Area

First point of contact for all Rogers product lines. Assisted customers with their existing services and billing inquiries while looking out for possible new services that matched their needs.• Met and exceeded sales and quality targets.• Promoted to senior agent to assist other agents.• Extensive knowledge of Cellular and Cable products.• The successful use of up selling and cross selling techniques.

Etobicoke

• Extensive knowledge of Mac and Windows OS. • Logged cases to properly track customer issues.• Maintained over 90% average in CSAT and 95% average in QA.• Assisted customer with installation of Apple and third party software.• Liaised with various departments to provide resolution for customer issues.• Assisted Apple customers with their desktop and notebook computer issues.