Education
Desk Support Specialist | Rogers Communication - Alberta
January 2024 - December 2024
- Maintained 95% first-contact resolution rate by implementing tiered troubleshooting workflows across multi-channel platforms.
- Authored and deployed 30+ SOPs and technical guides, reducing redundant queries by 20%.
- Automated ticket logging and categorization, ensuring 100% compliance with incident tracking protocols.
- Designed and delivered onboarding training modules, boosting trainee operational competency by 40%.
Technology Sales Area Representative | Staples Canada - Ontario
January 2023 - December 2023
- Configured customized IT solutions based on client infrastructures, maintaining a 95% satisfaction score.
- Leveraged CRM automation to increase return customer interactions by 28% within six months.
- Collaborated with supply chain teams to forecast demand, improving stock readiness by 18%.
- Led in-store merchandising strategies, driving a 22% lift in bundled sales through seasonal campaigns.