Dathon Scholtz
Edmonton
Summary
I'm looking for a long-term, challenging and rewarding position with a growing and forward-thinking company where my experience in business analysis, process improvement, and implementation will be utilized and further developed.
Overview
18
18
years of professional experience
Work History
Senior Care Agent
Telus Communications
11.2015 - Current
- Dealing with escalated accounts due to previous agent/process failures
- Point of contact on escalations
- Specializing in Customer focus and first call resolution
- Building Customer Trust
Business Analyst II
Telus Communications
11.2015 - Current
- Project Management - Running two Revenue Recovery programs to recoup excess credit spends
- Deep-dive into customer data to gain insights on customer behavior and process gaps
- Root Cause Analysis to determine Revenue Leakage
- Data Collection and Visualization to present findings to Management to implement changes
Technical Sales Representative
Shaw Communications
06.2013 - 11.2015
- Troubleshooting customers hardware issues: digital phone modems, modems (wired/wireless/modem configuration, dual band/fiber modems), set top boxes
- Supporting customers on account issues from billing to adding new services or hardware
- Crediting customer's accounts
- Focus on first call resolution for customers
- Accomplishments: In-house certification on phone, internet, cable, fiber optic accounts
Customer Care Agent
Telus Communications
05.2010 - 11.2015
- First call resolution for customers calling in about their Phone, Internet and TV services (including Fiber Optic)
- Active listening, pursuing Sales, Customer First focus, Right sizing packages to customer's needs
- Participated in Telus pilot projects and products
- In-depth knowledge of Telus products and procedures
- Accomplishments: Reaching and exceeding sales Targets every month, meeting KPI's every month, and awarded as Top Agent
Courier/Hot shots
Self Employed
04.2012 - 06.2013
Purchaser/Buyer/Inventory Manager
Gir Del Hydraulics
09.2011 - 02.2012
Driver (Air Break, Class 5)
Coast Paper
05.2011 - 09.2011
Technical Support Analyst IT Shift Lead
IBM Canada
02.2007 - 05.2011
- Implemented new processes to improve business
- Provided technical corporate support for various business applications: Outlook, Active Directory, ING specific applications and mainframe software
- Trained new employees, provided second-level support
- Took lead on priority calls
Education
Excel ( Intermediate level ), google sheets ( Intermediate level ), Google slides ( Intermediate level ), Tableau ( beginner+ )
Skills
- Problem-solving skills
- Positive attitude
- Customer service and care
- Problem-solving
- Relationship building
- Goal-oriented mindset
- Clear communication
- Organizational skills
- Critical thinking
Languages
English
Professional Working
Qualificationhighlights
- 1-2 yrs in business analysis and process improvement
- 1-2 yrs in billing issues investigation, RCA, and revenue recoup projects
- 14+ years in Call Center including Customer Service, I.T, and Sales
- Proven expertise in TELUS' sales, activation, billing, and other customer-facing processes
- Proficient in Excel, Google Suites, and Tableau
- 2 years Project Management skills
- A good team player, strong interpersonal skills, strong leadership skills
- A dependable, loyal employee
Timeline
Senior Care Agent
Telus Communications
11.2015 - Current
Business Analyst II
Telus Communications
11.2015 - Current
Technical Sales Representative
Shaw Communications
06.2013 - 11.2015
Courier/Hot shots
Self Employed
04.2012 - 06.2013
Purchaser/Buyer/Inventory Manager
Gir Del Hydraulics
09.2011 - 02.2012
Driver (Air Break, Class 5)
Coast Paper
05.2011 - 09.2011
Customer Care Agent
Telus Communications
05.2010 - 11.2015
Technical Support Analyst IT Shift Lead
IBM Canada
02.2007 - 05.2011
Excel ( Intermediate level ), google sheets ( Intermediate level ), Google slides ( Intermediate level ), Tableau ( beginner+ )
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