Accomplishments• Achieved timely promotion to Senior for demonstrating strong performance and a leadership capacity.• Top performer on the team in terms of customer ranking and volume of solved Tier II tickets.Responsibilities• Proactively monitor customer interactions for multiple lines of business and initiate coaching and feedback sessions with advisors to resolve any knowledge gaps.• Working knowledge of APIs to understand requests/ responses, headers, and status… Show more Accomplishments• Achieved timely promotion to Senior for demonstrating strong performance and a leadership capacity.• Top performer on the team in terms of customer ranking and volume of solved Tier II tickets.Responsibilities• Proactively monitor customer interactions for multiple lines of business and initiate coaching and feedback sessions with advisors to resolve any knowledge gaps.• Working knowledge of APIs to understand requests/ responses, headers, and status codes.• Strong process and analytical skills to analyze and summarize data into useful reports. • Cross trained as a Tucows Registry representative, providing support to registrars.• Provide training and coaching and suggest improvements to the training curriculum.• Collaborate and assist the team in meeting daily service levels through continuous queue monitoring and engaging with advisors.• Work closely with other departments such as Sales, Marketing, Risk Management, Product Management and Dev to track and resolve new and known issues.• Reach out to engineers and back-end developers (Jira) to resolve complex issues, and perform user acceptance testing upon resolution. Show less

Accomplishments• High Customer Satisfaction (CSAT) score and top performer on the team in terms of customer ranking and volume of solved tickets.• Sole advisor with Jira software access, which is normally limited to seniors, to reach out to engineers and back-end developers for the purpose of solving complex issues such as system programing and billing issues.• Shift-lead acting as a senior providing guidance to other advisors, and regularly assisting with troubleshooting strange… Show more Accomplishments• High Customer Satisfaction (CSAT) score and top performer on the team in terms of customer ranking and volume of solved tickets.• Sole advisor with Jira software access, which is normally limited to seniors, to reach out to engineers and back-end developers for the purpose of solving complex issues such as system programing and billing issues.• Shift-lead acting as a senior providing guidance to other advisors, and regularly assisting with troubleshooting strange issues.• Train and coach new employees and provide suggested improvements to the training curriculum and other advisors to minimize any knowledge gaps.Responsibilities• Technical customer support: respond to technological requests relating to domain names, email services, billing, security certificates (SSL), and troubleshoot technical issues.• Translate technical knowledge into clear solutions for customers.• Take initiative to ensure a positive customer experience, including suggesting to manager a reallocation of resources between phones/ chats to minimize customer wait times, and proactively reaching out to other teams with suggestions to improve internal and external knowledge documents, resolve back-end issues, follow up on tickets, etc.• Cross-trained to support OpenSRS, another division of Tucows Inc. Show less

An application used to add voice-over clips to recorded videos. Refer to MadLipz.com or download the MadLipz application for a demonstration.• Responsible for the curation and editing of quality content for the MadLipz platform.• Collaborated with MadLipz fan pages and active community members to improve content curation.• Promoted the application in order to maximize user engagement.• Edited and managed content uploaded by users.

Accomplishments• Promoted from pizza maker to store manager within two years from start date as a result of high performance, taking initiative, and demonstrating strong work ethic.Responsibilities• Attended to customers, addressed complaints, providing high-level of customer satisfaction.• Store representative attending corporate meetings discussing sales, new products, advertising, and overall performance of the store.• HR responsibilities including scheduling of… Show more Accomplishments• Promoted from pizza maker to store manager within two years from start date as a result of high performance, taking initiative, and demonstrating strong work ethic.Responsibilities• Attended to customers, addressed complaints, providing high-level of customer satisfaction.• Store representative attending corporate meetings discussing sales, new products, advertising, and overall performance of the store.• HR responsibilities including scheduling of employees, calculating and administering bi-weekly pay, and managing relationships.• Responsible for inventory management and business decisions pertaining to reordering products.• Handled cash including weekly bank deposits and reconciliation controls comparing cash on hand to receipts. Show less

Member of Youth Assisting Youth (YAY) Association, a volunteer-based peer mentoring program assisting at-risk youth