Support for Technicians & Service Reps

Responsible for handling inbound calls from customers regarding wireless handset protection plan service request.• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.• Gathered and verified all required customer information for tracking purposes.• Accurately documented, researched and resolved customer services issues.• Referred unresolved customer grievances to designate departments for further investigation.• De-escalated irate customer situations calmly and courteously while provided quality assistance that fits both the customers and aligns with the companies’ goals and policies.

• Field telephone, e-mail and written inquiries from public service employees and other stakeholders seeking information on their pay and benefits provisions; assessing the nature of the inquiry; and escalates the case to the appropriate consultative/advisory area for timely and authoritative response.• Assisting clients on service the use of websites and with locating help in other branch services and the broader public. • Entering basic data in departmental record systems and other information banks by using computer systems in the Compensation and Benefits area, including Phoenix, GCHRMS and Pay Interface.

Assigned up to 60 IT requests from Exxon companies throughout Canada and US to agents daily. Consulted schedule to determine available agents & utilized Excel spreadsheet to assign requests.• Assigned tickets in a timely manner, ensuring agents received them early in the day and internal customer issues and requests were resolved in shortest time possible.• Flagged assignments that were mistakenly assigned. Consulted with senior staff member to identify appropriate team and promptly reassigned the assignment, ensuring customer request was resolved without delay.• Ran “resolved report” twice daily to determine how many requests had been successfully resolved within the day. Provided report(s) to team leader daily.• Created electronic archive of 2 cabinets of paper files; included scanning invoice documents for implementation team. Archive ensured that information was preserved for safe and easy access.

Worked with international virtual team to contribute to the internal customers from Canada, US and South America receiving VPN hardware token (network access) promptly.• Created and modified customer ID and processed customer requests that needed contact, priority, or cancel requests. Fulfilled VPN requests with high rate accuracy• Converted VPN hardware token inventory sheet from paper to spreadsheet, resulting in a more efficient system of keeping track of the VPN hardware token.• Helped customer track and locate VPN hardware token that was delivered but missing.• Implemented a solution to make supplies available to staff, which reduced downtime during office relocation; worked closely with the administrative assistant to order supplies & deliver mail

Performed access administration including reviewed different reports ensuring employees of department had appropriate information technology access for their position.

Reviewed various types of reports that documented daily tasks of department employees and company. Checked to make sure reports were thorough and valid and required approvals were obtained. If documentation was incomplete, consulted with individual agent to complete report.

Made changes and reviewed reports in system called Scream Americas. Reviewed different types of reports that tracked daily, weekly, and monthly tasks of employee of department and company.

Set up and made changes in automotive accounts with Esso Gas Stations, associates, and dealers throughout Canada.

Performed general office duties, including answering phones and responding to public requests; served public and providing them with information.