James Gabriel
Mississauga,ON
Summary
Technical Support Analyst with extensive experience in resolving technical issues and enhancing customer service processes. Demonstrated success in improving operational efficiencies and managing customer feedback to achieve high satisfaction rates. Proven capability in providing strategic solutions under pressure while maintaining strong client relationships.
Overview
14
14
years of professional experience
Work History
Technical Analyst
Scotiabank
01.2025 - Current
- Analyzed technical issues and provided solutions for banking applications.
- Supported end-users with technical inquiries and troubleshooting assistance.
- Provided technical support to users, troubleshooting system issues and resolving problems in a timely manner.
Remote Customer Service Representative - Concierge
Aspire Lifestyles
07.2024 - 12.2024
- Assisted clients with travel arrangements and concierge services.
- Managed customer inquiries through phone and online channels.
- Resolved service issues to ensure client satisfaction and loyalty.
Senior Customer Service Representative
Atripco Delivery Service
Mississauga, Canada
01.2020 - 07.2023
- Resolved customer issues to improve satisfaction and retention
- Supervised staff and assigned tasks to enhance team productivity
- Improved strategies and procedures regarding efficiencies
- Coordinated with delivery personnel to ensure on-time order fulfillment
Customer Service Representative
Sykes Canada
Remote
08.2017 - 01.2020
- Listened attentively to customer needs and offered tailored financial options to improve satisfaction
- Provided accurate information on customer accounts and billing to enhance customer understanding
- Resolved technical problems for customers to enhance service quality.
- Managed ticket resolution in accordance with SLA agreements to ensure timely support
Technical Support Analyst Level 1Technical Service Delivery Representative
Shaw Direct
Mississauga, Canada
12.2012 - 07.2017
- Assisted field technicians in troubleshooting and resolving technical issues to improve service delivery.
- Managed email and chat inquiries promptly to maintain high levels of customer satisfaction.
- Delivered customer service and sales support to enhance customer experience.
Education
Business Administration -
Sheridan College
Skills
- Technical Support
- Database Systems
- Problem Solving
- Analytical Thinking
- Email Management
- Customer Service
- Attention to detail
- Conflict Resolution
- Effective communication
- Strong communication skills
- Relationship Building
Timeline
Technical Analyst
Scotiabank
01.2025 - Current
Remote Customer Service Representative - Concierge
Aspire Lifestyles
07.2024 - 12.2024
Senior Customer Service Representative
Atripco Delivery Service
01.2020 - 07.2023
Customer Service Representative
Sykes Canada
08.2017 - 01.2020
Technical Support Analyst Level 1Technical Service Delivery Representative
Shaw Direct
12.2012 - 07.2017
Business Administration -
Sheridan College