Summary
Overview
Work History
Education
Skills
Timeline
Generic

JILLIAN LEO

Calgary,AB

Summary

Highly driven, experienced, and empathetic customer service professional with a proven track record in various industries. Pursuing Certification in Cybersecurity from (ISC)², In the process of completing OISE TEFL 120-hour certificate for Teaching English as a Foreign Language.

Overview

6
6
years of professional experience

Work History

Business Activations Specialist

Rogers Communications
05.2023 - 08.2023
  • Support in-house technicians with new installations, service calls, and troubleshooting/resolving customer issues
  • Interface with internal teams (Sales, Project Coordinators) to ensure order accuracy
  • Represented company values by positively engaging with internal and external customers, displaying empathy and strong interpersonal skills, and strengthening professional relationships during all interactions

Business Technical Specialist

Shaw Communications
01.2022 - 05.2023
  • Managed over 20 business customer calls daily, troubleshoot, and resolved issues with a focus on Business Internet, Phone, Video, and Hosting
  • Inbound/Outbound Handle Times below department averages
  • Accurately process and document call transactions in Service Now with high attention to detail to ensure customer experience continuity
  • Managed customer relationships through a diverse range of CRM platforms, leveraged these platforms to streamline data management, enhance customer interactions, and optimize sales and marketing strategies
  • Entrusted with survey feedback follow-ups to deliver solutions for dissatisfied customers
  • FCR consistently meets or exceeds the department average

Technical Service Representative

Shaw Communications
08.2021 - 01.2022
  • Managed over 20 customer calls, diagnosed severity of issues, escalating tickets to appropriate personnel for intervention.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Manager

Boxcar Social
10.2017 - 06.2021
  • Prepared monthly sales reports, managed inventory (Excel), maintained and updated employee schedules
  • Onboarded new employees with training and new hire documentation.
  • Managed and motivated employees to be productive and engaged in work.
  • Controlled costs to keep business operating within budget and increase profits, resulting in 8% gain in year-over-year operating profits

Education

RISE Asset Development Program -

Rotman School of Business
Toronto

Business Accelerator Program -

District Ventures Business Mentorship
Toronto, ON

Small Business Mentorship Program -

Futurpreneur Canada
Toronto, ON

Skills

  • Customer Support
  • Teamwork
  • Technical Support
  • Customer Relationship Management
  • Leadership
  • Time Management
  • Creative Problem Solving

Timeline

Business Activations Specialist

Rogers Communications
05.2023 - 08.2023

Business Technical Specialist

Shaw Communications
01.2022 - 05.2023

Technical Service Representative

Shaw Communications
08.2021 - 01.2022

Manager

Boxcar Social
10.2017 - 06.2021

RISE Asset Development Program -

Rotman School of Business

Business Accelerator Program -

District Ventures Business Mentorship

Small Business Mentorship Program -

Futurpreneur Canada

Similar Profiles

CREATE PROFILE
JILLIAN LEO