• Over 5 years of experience as a Technical Support Manager.• Ability in corporate core competencies including communication, innovation, teamwork and collaboration• Active listening and advocacy skills, and flexibility to support customers’ needs • Strong problem solving and decision making skills • Effective management, communication and interpersonal skills, demonstrated through daily interactions with team members and organizational stakeholders • Efficient, organized, self-starter, offering a meticulous, solutions-focused work• Ability to prioritize tasks, multi-task, analyze issues, and meet critical deadlines• Passionate about working with people and delivering world-class service to the customers• Ability to apply problem solving skills, detail-oriented analysis and effective collaboration with the business required to produce accurate quality analysis/deep-dive project reports under tight timelines• Passionate about targeting the right KPIs, improving performance of the company and the team structure• Proven knowledge of engineering disciplines including mechanical, analogue and digital electronics. • Well-experienced in numerical analysis, research in operations and educational mathematics.

• Recurrent calibration sessions with management and third party vendors to ensure consistency.• Compile, summarize and communicate monthly reports and results to the leadership team.• Promote and support compliance efficiency and issue resolution with the goal of increasing customer satisfaction and improving the customer experience.• Participate in call compliance review and calibration sessions with Compliance Leadership Team.• Participate with compliance orientation sessions for New Hire Classes; facilitate training for New Hires on compliance processes, training sessions and best practices.• Involvement in creating and launching new Compliance Programs for New Lines of Businesses such as Hispeed TechXpert, Hispeed Internet, Hispeed-Chat, Ignite-Internet COE, FSC, Tier2, Fido-Internet.• Participated in several deep dive projects such as: Truck Roll Analysis, PPC & HUP W PPC Contingency (Price Plan Change & Hardware Upgrade Bonus Data Promotion), creation/update of training materials for my supported work groups on an on-going basis.

• Monitor and evaluate the level of compliance to business rules, customer service and technical delivery by call centre consultants, including Third Party.• Assess employee compliance and behaviours in identifying training and job requirements while partnering with the Leadership Team by providing coaching recommendations.• Analyze line of business Call Compliance data, highlight strengths and weaknesses, and recommend solutions for any training and process gaps.

Obtained a rating of 4 on several consecutive performance reviews and awarded SQM World Class Agent Certification.• Internet connectivity troubleshooting including: TCP/IP troubleshooting, wireless home networking configuration and troubleshooting, Email Configuration and troubleshooting and anti-virus/security software installation in various Windows/Mac Operating Systems.• Participated in several CDP projects such as Voice of Customer Analysis, Customer Journey Mapping Analysis, QA Analyst.

• Conducted teaching/training sessions for students of different levels• Assisted with various computer programming projects within the site