Dickson Leung
Calgary,AB
Summary
Versatile Specialist skilled in handling security, privacy, data, technical issues, and personnel support tasks in a distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities.
Offering 15 years of top-tier experience in Customer Service and Technical Support. Also, bringing a unique blend of security and privacy awareness and a passion for delivering unparalleled remote support.
Overview
5
5
years of professional experience
Work History
Remote Client Support Specialist – Group Benefits
Sun Life Canada
03.2023 - Current
- Provide exceptional remote customer service experience for clients.
- Delivered expertise in troubleshooting and assisting clients to regain access to online systems.
- Responded to 30+ customer inquiries per day and resolved complaints to establish trust and increase satisfaction.
- Monitored systems in operation and quickly troubleshot errors.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Communicated with clients to verify roots and causes of computer problems.
- Utilized ticketing system to track customer requests and prioritize urgent needs
Taxpayer Services Agent
Canada Revenue Agency
07.2021 - 05.2022
- Delivered exceptional remote customer service, addressing 20+ taxpayer inquiries and concerns per day
- Specialized in e-services systems, providing expertise in troubleshooting and assisting clients to securely regain access to their online accounts, ensuring data protection.
Remote Sales & Customer Service Representative
ENMAX Corporation
04.2021 - 07.2021
- Providing exceptional remote customer service experience for new and returning customers
- Helped customers understand our products and services, while providing troubleshooting for energy systems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Handled 20+ customer inquiries and suggestions courteously and professionally per day over the phone.
Mobile & Home Sales Representative
TELUS Corporation
06.2019 - 11.2020
- Focused on customer-centric solutions for residential and mobile users, deeply understanding and tailoring offerings to their unique needs
- Consistently met sales targets and took the initiative to provide technical support, emphasizing secure and efficient solutions remotely.
- Monitored wireless sales space to establish familiarity with various carriers.
- Maintained sound knowledge of company product suites.
Dedicated Fibre Services Representative
TELUS Corporation
06.2018 - 06.2019
- Delivered IT support and troubleshooting for TELUS PureFibre Services, ensuring clients maximized their service benefits securely
- Merged sales skills with customer service, ensuring clients received products best suited for their needs while emphasizing secure interactions.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Suggested additional services to customers in order to meet upsell goals.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
Education
Bachelors of Arts in Communications Studies - Communications
University of Calgary
Calgary, Alberta, Canada06.2012
Skills
- Exceptional Customer Service & Support
- Security-Conscious Technical Support & Troubleshooting
- Sales Focus on Customer Onboarding & Security
- Account Access & Security
- Clear & Effective Communication
- Resource Allocation & Requirements Gathering
- Proficient in Microsoft Office, Google Suite, Windows, and Mac
- Basic Knowledge in HTML/CSS/JavaScript, Java, Python
- Proactive Problem Solving & Critical Thinking
- Acute Attention to Detail
- Remote Office Availability
Accomplishments
Multiple Awards for Customer Experience and Sales at TELUS.
Languages
English
Native or Bilingual
Chinese (Cantonese)
Limited Working
Chinese (Mandarin)
Elementary
Korean
Elementary
Timeline
Remote Client Support Specialist – Group Benefits
Sun Life Canada
03.2023 - Current
Taxpayer Services Agent
Canada Revenue Agency
07.2021 - 05.2022
Remote Sales & Customer Service Representative
ENMAX Corporation
04.2021 - 07.2021
Mobile & Home Sales Representative
TELUS Corporation
06.2019 - 11.2020
Dedicated Fibre Services Representative
TELUS Corporation
06.2018 - 06.2019
Bachelors of Arts in Communications Studies - Communications
University of Calgary
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