Edwin

-Technical Support Representative – Tier 1

Bell Canada

(02/2015-02/2017)

Provided front-line support for residential customers, troubleshooting landline, internet, and email service issues.

Resolved billing inquiries and scheduled technician appointments efficiently and professionally.

Promoted and upsold hardware and software solutions tailored to customer needs.

Consistently achieved and exceeded key performance indicators (KPIs), including first-call resolution and customer satisfaction metrics.

Demonstrated excellent communication and problem-solving skills in a fast-paced, customer-centric environment.

Technical Support Representative – Tier 2 / Subject Matter Expert (SME)

Bell Canada

(02/2017-08/2020)

Delivered advanced technical support for escalated internet and landline issues from Tier 1 representatives.

Provided expert-level assistance with complex email-related problems and managed technician scheduling for on-site resolutions.

Acted as a Subject Matter Expert (SME), handling real-time escalations and supporting Tier 2 team members to improve resolution times and quality.

Mentored and coached Tier 2 agents, contributing to the team's consistent achievement and surpassing of performance metrics (KPIs).

Played a key role in maintaining service excellence, customer satisfaction, and operational efficiency.

Customer Support Representative

GO2 IMPACT

Telecommunications Client (AT&T Reseller)

Date of Employment (09/15/2020)

Delivered comprehensive support across multiple service areas including billing, customer retention (loyalty), technical support, and sales through inbound calls and email correspondence.

Managed three high-volume support queues: DSLEXTREME, WHOLESALES, and PHONE POWER, providing timely and accurate assistance to residential and business customers.

Responded to inquiries via email queues with the same scope and quality as inbound phone support, maintaining consistency across all communication channels.

Handled administrative tasks and special assignments as directed by the client, demonstrating flexibility and attention to detail.

Maintained a customer-centric approach while troubleshooting issues, processing service requests, and upselling or cross-selling services when appropriate.

Played a key role in ensuring service-level agreement (SLA) compliance and exceeding client expectations across support metrics.

Consistently achieved and exceeded key performance indicators (KPIs), including first-call resolution and customer satisfaction metrics.