Overview
Work History
Skills
Timeline
Generic

ALYSSA ANDERSON

Lucan,ON

Overview

10
10
years of professional experience

Work History

Manual Handling Associate

Bell Canada
01.2023 - Current
  • Advanced knowledge of repair end to end process flow (technical and process knowledge) when dealing with actioning tickets
  • Ensuring techs are conforming to prevent further delays
  • Actioning tickets in a timely manner
  • Investigating each task and take appropriate action to have processing continue for the order.
  • Actioning Buzz requests in a timely fashion
  • Investigated and resolved customer inquiries and complaints quickly through the MH que.
  • Launched the HO tool to the MH team.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Navigating through FWFM archives, OWI tool, simple tool, WFAS to help troubleshoot next steps required to resolving issues.
  • Working with the field/ vendors to escalate or resolve orders, and coordinating when additional work is required to release order.
  • Ensuring jobs in safety status are being input into safety tool, as well as notifying field and customers of delay and next steps.
  • Creating and loading riser tickets in timely fashion
  • Actioning emails in MH box, ensuring to follow up and respond in a timely manner.

Resource Associate

Bell Canada
11.2017 - 04.2018
  • Working with the field and managing internal employees.
  • Special project for monitoring and managing BTC,BTCV orders.
  • Ensuring large escalations are handled and actioned in a timely manner.
  • Monitoring escalations to ensure completion.
  • Managing staff to complete tasks within a deadline.
  • Coaching staff on the company's policies and procedure.
  • Working with due date minus one to make essential tech movements to other areas.
  • Communicating with staff to complete several tasks efficiently.
  • Sitting in with staff to find any potential learning opportunity.

Dispatcher

Bell Canada
05.2014 - 11.2017
  • Resolving escalations and roadblocks.
  • Working with field and technicians to identify and find solutions.
  • Working the government que and preloading site surveys.
  • Monitoring escalations to ensure completion.
  • Ensure technicians meet the customers scheduled commitment A, Working with due date minus one to make essential tech movements.
  • Communicating with staff to complete several tasks efficiently.

Skills

  • knowledge of Word/Excel PC skills
  • Leadership
  • Problem solving
  • Advance knowledge on PO12 Process
  • System knowledge of FWFM,TMI,CLICK,ACUT,OWI,BPI,BUZZ, HO Tool
  • Problem Anticipation and Resolution
  • Champion the customer
  • Problem Solving
  • Coaching and Mentoring
  • Deadline Management
  • Strong Interpersonal skills
  • Customer Service Management
  • Extremely organized

Timeline

Manual Handling Associate

Bell Canada
01.2023 - Current

Resource Associate

Bell Canada
11.2017 - 04.2018

Dispatcher

Bell Canada
05.2014 - 11.2017

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ALYSSA ANDERSON