Don Kingu
Hamilton
Summary
Offering solid foundation in technical and customer support, eager to learn and grow in dynamic environments. Brings ability to quickly assimilate new information and apply technical skills to troubleshoot and resolve issues. Ready to use and develop problem-solving and communication skills in any Technical/Customer support role.
Overview
15
15
years of professional experience
1
1
Language
Work History
Bilingual ATM Support Analyst
BMO Bank of Montreal
05.2023 - 05.2024
- Dealt with non-technical BMO branch staff and 3rd party vendors (NCR, armoured car companies etc.) for ATM network.
- Monitored ATM failures across Canada and USA addressing issues in a timely manner and dispatching Technicians to service ATMs when needed.
- Identified, solved, entered commands and observed system functions to verify correct operations and detect errors using existing tools like, Vision, Vision 4, NCR Atleos and ServiceNow.
- Handled 250-300+ calls per day (inbound and outbound) Along with monitoring/replying to email escalations.
Web Developer
The Mckeyra Group
11.2016 - 04.2023
- Coded websites using HTML, CSS, JavaScript, and jQuery languages.
- Planned website development, converting mockups into usable web presence with HTML, JavaScript, AJAX, and JSON coding.
- Provided front-end development support, creating visually appealing designs that aligned with brand standards.
- Enhanced user experience by implementing responsive web design and optimizing website performance.
- Optimized web pages to increase google page speed rating.
- Communicated with clients via phone or email to understand their needs and provide solutions that meet or exceed their expectations.
- Maintained client's websites by providing customer service to clients by responding promptly to their inquiries and providing clear explanations of technical issues via phone or emails.
Bilingual Tech Support and Customer Support
CIBC Bank
11.2019 - 04.2021
- Improved the resolution of customer service or billing complaints by authorizing activities such as exchanging merchandise, refunding money, and adjusting bills.
- Acted as an escalation point for clients/customers and troubleshooting customers' concerns over inbound phone calls.
- Reviewed, monitored and audited records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Increased digital literacy among peers, teaching basic coding skills.
- Obtained and examined all relevant information to assess validity of complaints and to determine possible causes.
- Completed side projects for Bank of Nova Scotia and Bank of Montreal including: Accurately entering customer information and financial data into various internal systems and databases.
- Verified and updated client account information to ensure compliance with regulatory requirements.
- Collaborated with team members to meet tight deadlines and ensure data accuracy.
- Maintained confidentiality of sensitive client information and adhered to data security protocols.
Customer Service/Assistant Team Lead
Moneykey
06.2018 - 05.2019
- Handled inbound and outbound calls and answered existing and potential customer questions.
- Used multiple web based applications for investigation and verification.
- Worked as a team to obtain group and individual goals.
- Assisted customers with product selection, providing detailed information on features and benefits.
- Assisted team leads with colleagues that needed assistance with live client applications.
- Assisted admin team with account changes and QA errors on client applications.
Bilingual Software (CHUBB Company) Technician
Combined Insurance
02.2018 - 05.2018
- Entered customer and account data from source documents within time limits in both english and french.
- Compiled, verified accuracy and sorting information to prepare source data for application testing.
- Reviewed CHUBB company’s Software data for deficiencies or errors, correcting any incompatibilities and checking output.
- Tested inputted information in different scenarios for application results.
Marketing/Assistant Social Media Manager
Cornerstone Fitness
10.2015 - 02.2018
- Imputed new data, updated old records and cross-checked information to keep marketing database up-to-date.
- Increased brand awareness by implementing targeted marketing campaigns and social media strategies.
- Managed and created engaging content for Twitter, Facebook, and Instagram.
- Boosted sales performance by assisting in the creation of persuasive marketing materials such as brochures and product sheets.
- Provided support to the marketing events team by booking venues, ordering materials and assisting with onsite tasks.
- Distributed content and promotional materials on a variety of online networks, forums, and other relevant channels.
Bilingual Technical Support Specialist
Rogers Communications
10.2009 - 06.2014
- Maintained detailed records of customer interactions, identifying areas for improvement in the support process.
- Served and assisted Rogers customers in both English and French.
- Managed high call volume effectively while maintaining strong rapport with each individual client.
- Diagnosed and corrected technical problems to ensure customer satisfaction in accordance with Rogers customer values.
- Connected and built rapport by focusing on Rogers' three Key Success Factors: Customer 1st, Accountability and Adaptability.
- Boosted team morale by sharing bilingual expertise, fostering a collaborative work environment among colleagues.
Education
College Diploma - Hospitality Services & Chef Training
Centennial College
Scarborough, None 05.2001 -
Skills
Internal technical communications
Support ticketing systems
Remote support
Bilingual support
Software knowledge
Timeline
Bilingual ATM Support Analyst
BMO Bank of Montreal
05.2023 - 05.2024
Bilingual Tech Support and Customer Support
CIBC Bank
11.2019 - 04.2021
Customer Service/Assistant Team Lead
Moneykey
06.2018 - 05.2019
Bilingual Software (CHUBB Company) Technician
Combined Insurance
02.2018 - 05.2018
Web Developer
The Mckeyra Group
11.2016 - 04.2023
Marketing/Assistant Social Media Manager
Cornerstone Fitness
10.2015 - 02.2018
Bilingual Technical Support Specialist
Rogers Communications
10.2009 - 06.2014
College Diploma - Hospitality Services & Chef Training
Centennial College
05.2001 -
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