Shawn Lew Email & Phone Number

- Act as the initial point of contact for clients using our cloud storage and sharing platform, ensuring their inquiries and issues are resolved efficiently- Utilize your expertise in technical support to assist clients with various technical challenges across different platforms such as the web, desktop and mobile- Employ exceptional written and verbal communication skills to effectively explain complex technical concepts in a clear and non-technical manner, catering to the customers' understanding- Utilize your problem-solving skills and logical, methodical approach to identify patterns and find optimal solutions for clients' technical concerns- Work closely with the product and engineering teams to document product bugs, feature requests and enhancements based on both internal and customer feedback- Assist clients through various support channels such as email, phone, live chat, and social media- Collaborate effectively in a team-oriented environment, seamlessly taking over and resolving support tickets previously handled by other agents- Work independently in a remote setting, demonstrating strong self-motivation, organization to manage tasks, meet deadlines and deliver exceptional technical support

Worked as part of the Clinical Support team to:- Provide timely and world class customer support to users via multiple channels- Manage incoming support cases by prioritizing based on severity and or re-route to other departments as required- Build strong client relationships by following up with customers in a timely manner- Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions- Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system

Ensured top operational excellence, including:- Identifying and resolving live service incidents- Escalating major and recurring issues to relevant teams when necessary- Developing and updating standard operating procedures- Providing orientation and mentorship to new team members

Vancouver, Canada Area

- Prepared accurate, professional beverages that exceed customer expectations- Maintained clean, organized and highly presentable work areas- Ensured high quality health standards and customer service throughout operations

Burnaby, British Columbia, Canada

Stocked shelves with well organized inventoryGreeted customers in a friendly and positive manner Assisted with front end cashier duties

- Managed incoming calls and tickets, providing tier 1 application support- Coordinated communications between clients and the development team to ensure rapid resolution- Documented and organized important paperwork for easy access to backup data

Involved in all aspects of QA planning and execution, including but not limited to: analyzing requirements and design documents, creating Test Strategy, creating and executing Test Cases for the different phases of testing (Smoke, Functional, Regression, Performance and UAT), generating Test Data, documenting issues/defects discovered during testing, verifying fixes, communicating with Developers, Project Managers and Customer, and providing UAT support

Bachelor'S Degree, Information Technology

High School