MY PROJECTS
Multi-Channel Technical Support Optimization
Rogers Communication
- Implemented tiered troubleshooting workflows to enhance first-contact resolution rates across phone, chat, and virtual platforms.
- Authored and integrated 30+ internal SOPs and technical solution guides to streamline support processes and reduce redundant queries.
- Automated ticket categorization processes to ensure accurate incident reporting and SLA compliance.
Sales-Driven Technical Consultation Platform
Staples Canada
- Designed customized system solution frameworks based on client needs, improving post-sale satisfaction rates and client retention.
- Leveraged CRM automation and predictive analytics to enhance follow-up protocols and increase return customer interactions.
- Utilized competitive intelligence tools and product demonstrations to boost enterprise client acquisition and conversion rates.
ITSM Workflow and Knowledge Management Enhancement
Rogers Communication
- Collaborated with engineering and QA teams to refine escalation matrices and root cause diagnostics for faster SLA resolution.
- Developed and delivered onboarding training modules focused on structured troubleshooting and escalation handling.
- Conducted monthly audit reviews and integration checks with infrastructure teams, reducing redundancy in ticket submissions by 22%.