AMALA JAMES
TORONTO,ON
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
Technical Support Representative
Kelly Connect
Toronto, ON
05.2021 - Current
- Assist with backup of device before transferring data to new device and troubleshooting any issues that may arise during process (music, contacts, Apps, pictures and videos)
- Physical Damage Repairs – Isolating if it is hardware issue and setting up mail in repair or store appointment
- Warranty Support – Educating customers on available protection plans and warranties and associated repair options
- Assist customers who own multiple products that have shared accounts and data
- Follow documentation and training materials to diagnose, resolve and escalate, when necessary, customer calls
- Enter all call activity into online technical support database and provide documented information to knowledge base.
- Communicate electronically with wireless device’ users experiencing difficulties and document problems experienced.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Call Center Customer Service Representative
Pizza Nova Head office
Scarborough, Canada
12.2018 - 09.2021
- Documented and detailed calls and complaints using call center's CRM database.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Referred complex issues relating to online order system or technology to help desk for further evaluation.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Exhibited high energy and professionalism when dealing with all levels of clients and staff
Quality Assurance Analyst
QBD Labs
Scarborough, Canada
01.2019 - 05.2021
- Plan, conduct, and monitor testing and inspection of raw materials and products to ensure finished product quality.
- Continuously assess results of inspection findings and react in timely manner to communicate potential problems to QA Manager.
- Created and achieved product quality objectives and met product specifications
- Ensure quality of over 200 boxes and make it ready for shipment
- Served as department lab quality assurance officer
- Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork
- Monitored process checks for proper completion and correct frequency
- Fixed lab issues effectively to increase productivity and boost workflows
- Maintained knowledge of regulatory requirements, to include accrediting bodies, federal, state and local requirements, as well as QBD's policies
Education
Post Graduation Diploma - Mobile Applications Development
Cambrian College of Applied Arts And Technology
Toronto, ON09.2018
Bachelor of Technology - Computer Science
Cochin University of Science And Technology
India09.2016
Skills
- Client Needs Assessment
- Customer Complaint Resolution
- Product Knowledge
- Call Volume Analysis
- Technical Support
- Work in Fast paced environment
- New Product Information
- Microsoft Word and Microsoft Office proficiency
- Sales Expertise
- Service Standard Compliance
- TCP/IP
- Windows 10
- Mac Systems
- Software Diagnosis
- Data Recovery
Timeline
Technical Support Representative
Kelly Connect
05.2021 - Current
Quality Assurance Analyst
QBD Labs
01.2019 - 05.2021
Call Center Customer Service Representative
Pizza Nova Head office
12.2018 - 09.2021
Post Graduation Diploma - Mobile Applications Development
Cambrian College of Applied Arts And Technology
Bachelor of Technology - Computer Science
Cochin University of Science And Technology
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