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