My extensive background highlights my expertise in technical support, customer engagement, issue resolution, and process enhancement. Through my roles in both SyncroMSP and AWS, I have demonstrated a dedicated focus on delivering outstanding customer service and fostering operational excellence.
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Responsibilities:(Kindle, Video Games, Software, Prime Video, Music, Cloud
Drive)
– Provide account and application support to customers, in regards to software
functionality and troubleshooting of systems configuration
-Assume responsibility for developing detailed knowledge about specific
product lines and features
-Develop and maintain internal training material
-Provide training to staff
Responsibilities:
-Triage and moderate forums
-Actively track customer pain points to identify solutions
-Identify and analyze issues and trends in customer requests; reporting to
stakeholders
-Maintain and document internal references
-Educate customers on reporting options, alerts and budgets
-Assist customers with AWS account and billing information
-Assist other members of AWS including Technical Account Managers
Responsibilities:
-Develop and maintain training material
-Provide training to staff
-Maintaining the reputation of AWS’s IP space
-Vet potential abuse, trends and contacts AWS customers to stop abuse in
accordance with AWS’ Acceptable Use Policy
-Assess escalated AWS customer issues and provide appropriate support
-Take action on abusive/non-responsive customers
-Performing deep dive analysis on selected customer contacts to gather lessons
learned(eg: Use data to update and improve internal reference materials and
processes)
-Identify and develop process improvement including required policy changes
-Assist other members of AWS such as Technical Account Managers
-Provide reporting to Team Managers on performance metrics such as quality
and first contact resolution of team members
-Identifying and eliminating barriers to accuracy and quality
-Owning escalated customer contacts and leading the effort to satisfactorily
resolution
-Manage queues iro SLAs
Responsibilities:
-Troubleshooting and reproducing users Rest API errors or queries
-Assist users with onboarding
-Reporting on UI and UX problems
-Reproducing and cataloguing common to critical platform issues to developers
As a multifaceted analyst and engineer with 7 years of experience in the intel and tech industries, I possess a diverse skill set that allows me to contribute to a wide range of technical projects.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
I am a dynamic and results-oriented professional with a strong background in project management, client success, and technical analysis. Holding a Bachelor of Arts and Science from the University of Ottawa.
With over 11 years of experience in the financial services industry, I am a driven and motivated branch manager who leads by example and inspires others to achieve their goals. I have a proven track record of delivering exceptional customer service, increasing branch profitability, and managing compliance and operations functions.
