Verified
This profile is verified using an email address.
JASON LEIGH MCKAY
Port Coquitlam,BC
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
26
26
years of professional experience
Work History
Solutions Specialist / Escalation Advisor
Rogers Communications Inc
Burnaby, CA
10.2009 - 05.2026
- Spearheaded escalation management utilizing a comprehensive toolkit to effectively resolve complex issues.
- Facilitated access to detailed product and promotional information for dealers and retail locations, empowering them to successfully market offerings.
- Executed activation of wireless consumer and business accounts, ensuring exceptional customer service and a seamless onboarding experience.
- Resolved customer inquiries and issues with promptness and effectiveness, ensuring high levels of satisfaction.
- Demonstrated unwavering commitment to high standards by regularly achieving and exceeding performance goals.
- Oversaw maintenance of accurate and current records of customer interactions and transactions.
- Provided clear and concise communication to 300-500 customers / month, eliminating technical jargon for enhanced understanding.
- Reviewed and refined customer communications and documentation to ensure accuracy and professionalism.
- Assessed client needs to develop tailored solutions aimed at improving customer satisfaction.
- Facilitated collaboration among cross-functional teams to enhance operational efficiency.
Customer Service Representative / Advocate
eBay Inc
Burnaby, CA
01.2004 - 08.2009
- Generated weekly productivity reports and formatted presentations to enhance management insights.
- Implemented policies for high-value selling accounts ($100k+), managing escalated and high-profile cases to ensure compliance.
- Acted as primary liaison for eBay Australia Listing Practices Department, reporting infringement trends during policy calibrations.
- Leveraged proprietary applications and tools, including Lexis-Nexis, to investigate policy violations and mitigate fraudulent activities.
- Addressed and resolved concerns from high-value contributors regarding billing, listing policies, fraud, and site navigation.
Duty Clerk - Scientific Research and Experimental Development
Canada Customs and Revenue
Vancouver, CA
08.2002 - 08.2003
- Prepared seminar materials for government presentations, ensuring accurate and comprehensive content delivery to key stakeholders.
- Successfully managed and maintained office equipment for a team of 40+ employees, ensuring smooth daily operations.
- Collected and recorded time cards and travel expense reports, maintaining accurate and up-to-date records.
Teacher's Assistant - Computer Information Systems
Douglas College
Coquitlam, CA
09.2000 - 06.2001
- Supported individual student learning needs through tailored instructional approaches.
- Assisted teachers in lesson preparation and classroom management strategies.
Education
Diploma - Business Management
Douglas College
Coquitlam, BC06.2007
Skills
- Constructive mindset
- Clear communication
- Steady and patient presence
- Proficient in computer applications
- Effective issue management
- Goal development and attainment
- Strategies for maintaining client loyalty
- Documentation management
- Confident decision-making
Languages
English
Timeline
Solutions Specialist / Escalation Advisor
Rogers Communications Inc
10.2009 - 05.2026
Customer Service Representative / Advocate
eBay Inc
01.2004 - 08.2009
Duty Clerk - Scientific Research and Experimental Development
Canada Customs and Revenue
08.2002 - 08.2003
Teacher's Assistant - Computer Information Systems
Douglas College
09.2000 - 06.2001
Diploma - Business Management
Douglas College