Christopher Dewan Email & Phone Number

Chilliwack, British Columbia, Canada

As a dedicated business owner and freelance web developer and designer based in Chilliwack, I specialize in building and managing diverse web projects for a wide range of clients. My expertise spans from creating visually compelling websites to developing robust web applications, always ensuring a seamless user experience.With a strong foundation in both design and development, I bring a unique blend of creativity and technical skill to every project. My passion for web development extends beyond client work; I continually hone my skills by working on innovative web applications in my spare time, staying at the forefront of industry trends and technologies.Whether you need a stunning website to showcase your business, a complex web application to streamline operations, or ongoing project management to ensure your web presence remains cutting-edge, I am committed to delivering exceptional results that drive success. Connect with me to discuss how to forge your web vision to life.

Chilliwack, British Columbia, Canada

Chilliwack, British Columbia, Canada

After mastering the role of a Tier 1 Technical Support Agent, I was rapidly promoted and trained for the Tier 2 role, where I continued to excel and contribute significantly to the team. Leveraging my expertise in managing spreadsheets and gathering data, I introduced tools like Google Forms and Microsoft Forms to collect data from support staff for analytical purposes. Additionally, I contributed to internal documentation, streamlined various processes, and trained both Tier 1 and Tier 2 agents on advanced troubleshooting techniques, resource utilization, and the process for facilitating Return Merchandise Authorizations (RMAs).My role also involved handling VIP/edge cases, which required innovative, outside-the-box solutions and direct collaboration with leadership to address issues beyond standard support and internal tooling. I also supported Tier 1 and Tier 2 agents with my knowledge of processes, technical expertise, and specific solutions.In this capacity, I learned to effectively utilize Quip, communicate with clients and customers, set up investigations for RMAs, process and facilitate RMAs, and employ creative problem-solving techniques to troubleshoot and de-escalate customer issues efficiently.Throughout my tenure as a Tier 2 agent, I consistently ranked within the top 3 agents, outperforming many of the tenured staff. In addition to my contributions, I maintained the following metrics:ASAT: 90% or aboveCSAT: 90%Occupancy: 100% (with a strong willingness to work overtime)Email AHT (Average Handle Time): 5 minutes (standard was 20)This experience has further refined my technical support skills, enhanced my ability to handle complex customer interactions, and deepened my understanding of VR technology, preparing me for future challenges and opportunities in the tech support industry.

Chilliwack, British Columbia, Canada

As a Tier 1 VR Technical Support Advisor, I brought dedication and rapid learning ability to my role, quickly excelling and becoming a key contributor to the team. Handling both email and chat cases, I particularly thrived in chat support, efficiently managing 3-5 different chats and working on emails simultaneously.Initially starting as a seasonal employee, my hard work, quick adaptation, and ability to outperform tenured staff earned me a permanent position within Concentrix and the VR contract itself. My commitment and excellence led me to rank among the top 3 globally for my contract. Out of 40 seasonal employees, I distinguished myself as the top agent, known for my diligence, effective problem-solving, and ability to manage complex customer interactions. I also handled VIP customers and worked directly with leadership to provide custom solutions and outside-the-box thinking.I managed to maintain exceptional performance metrics, including:ASAT: 90% or aboveCSAT: 90%Occupancy: 100% (including a strong willingness to work overtime)Email AHT (Average Handle Time): 4.75 minutes (standard was 16)Throughout my tenure, I developed strong technical skills, customer service expertise, and proficiency in tools such as Zendesk. I also gained experience in reading computer log files, diagnosing, and troubleshooting mobile, PC, and VR devices. This experience has honed my technical support skills and deepened my understanding of VR technology, preparing me for future challenges and opportunities in the tech support industry.

Chilliwack, British Columbia, Canada