Ekta Bali
Value Added Services Representative
Kitchener
Summary
A professional consistently praised by management for providing the best technical leadership to the team. Well-educated and experienced in troubleshooting, root cause analysis and corrective action implementation. An individual with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Value Added Services Technician
TouchBistro
10.2021 - Current
- Assisting clients with setting up the the Integrations on their Point of Sale(POS).
- Answering any calls or emails and help customers troubleshoot their POS.
- Co-ordinate with the third party vendors to resolve any customer concerns.
- Work on the escalations sent by the support team and make sure they are resolved in timely manner.
- Answer any questions that the clients might have , after the onboarding of any Value added product has been completed.
- Completed job reports and logs immediately following any calls.
- Applied critical thinking and research to address complex issues.
- Performed troubleshooting and diagnosis on malfunctioning equipment or software.
- Tested components and systems to evaluate performance and identify concerns.
- Organized work to meet demanding production goals.
Team Leader
Gatesone&Co
02.2020 - 08.2021
- Perform staff reviews, leading and mentoring team, monitoring queues.
- Handling 10-20 escalated issues from customers and provide best customer satisfaction.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Coached team members in techniques necessary to complete job tasks.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Coached team members in techniques necessary to complete job tasks.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Worked different stations to provide optimal coverage and meet production goals.
Technical Support Representative
Gatesone&Co
10.2018 - 01.2020
- Answer 40-50 incoming client calls and provide answers by identifying problems.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Document customer records with log of problems to be used by other TSRs.
- Submitted service tickets for equipment maintenance requests.
- Translated complex technical issues into digestible language for non-technical users.
- Activated accounts for clients interested in new services.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Identified potential sales and cross-selling opportunities in course of delivery of support services.
Security Guard
Regal Security
07.2017 - 09.2018
- Secure premises by patrolling property, monitoring equipment, inspecting access points, permitting entry, restraining trespassers.
- Answered alarms, investigated disturbances and contacted law enforcement personnel to escalate crises.
- Drafted reports of property damage, theft, accidents and unusual occurrences to document daily activities and irregularities.
- Remained calm, assertive and mindful to think critically and problem solve during stressful situations.
- Watched different facility areas from central location via different CCTV feeds, obtaining maximum coverage of important areas.
Trainer
Tech Origins
06.2014 - 03.2016
- Provide Training of different Computer Languages to people of different age groups.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Assessed student needs to develop effective training plans.
- Tracked attendance and progress against goals for each participant.
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
- Recorded and edited videos for use in later courses or by remote learners.
Education
Mobile Application Design And Development
Lambton College
Toronto04.2018
Masters of Computer Applications -
Punjab Technical University
India 05.2001 -
Bachelors of Computer Applications -
Panjab University
India 05.2001 -
Skills
Problem Solvingundefined
Timeline
Value Added Services Technician
TouchBistro
10.2021 - Current
Team Leader
Gatesone&Co
02.2020 - 08.2021
Technical Support Representative
Gatesone&Co
10.2018 - 01.2020
Security Guard
Regal Security
07.2017 - 09.2018
Trainer
Tech Origins
06.2014 - 03.2016
Masters of Computer Applications -
Punjab Technical University
05.2001 -
Bachelors of Computer Applications -
Panjab University
05.2001 -
Mobile Application Design And Development
Lambton College
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