Kelly Birchard
BLACK CREEK
Summary
Technical support professional with comprehensive background in addressing and resolving technical issues effectively. Known for collaborative approach and consistently achieving results. Reliable team player with ability to adapt to changing demands and priorities. Skilled in problem-solving and effective communication.
Overview
30
30
years of professional experience
Work History
Technical Service Representative
SHAW COMMUNICATIONS
08.2012 - 02.2025
- Assisting customers via Messaging/Chat with Technical support for all Shaw services (Cable TV, Internet, Phone)
- Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling
- Informed programmers regarding errors and assisted in finding solutions to modify programs
- Maintained detailed records of fulfillment actions and processing of support agreements
- Identified and resolved issues using software and hardware
- Guided calls using excellent communication skills and decisive approach
- Diagnosed and resolved technical hardware and software issues
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures
- Recorded customer issues on database to streamline process and fastrack resolutions
- Participated in training and workshops to enhance skills and acquire resourceful tools
- Guided users with troubleshooting using diagnostic tools
- Concurred with staff to address and resolve complex issues
Resident Computer Technician
STAPLES BUSINESS DEPOT
11.2005 - 01.2012
- Duties included: pc maintenance and repair, warranty processing, shipping, and tracking, sales tracking and sales promotions, coaching sales associates
Cable Internet Assistant/Computer Technician
F.P. FOODS / BROOKS BAY CABLE CORP.
10.2003 - 11.2004
- I worked with Brooks Bay Cable Corp
- My duties for this company included: cable modem installations, network card installations, setting up home networks, pc repairs, customer technical support, modem activations and cancellations, customer record keeping and monthly billing
Bakery/Deli Manager
F.P. FOODS / BROOKS BAY CABLE CORP.
08.1995 - 10.2003
- I was the Bakery/Deli Manager at F.P Foods for 5 yrs
- I was responsible for staff scheduling, ordering and receiving all stock, monthly inventory, stock rotation, fast food preparation, and generally keeping my department running smoothly
- Prior to this position I was the cashier supervisor which included customer service, cashing out, stock and inventory on the grocery floor
Education
High School -
Alberni District Secondary School
06.1983
Skills
- Proactive Customer Support
- Technical Issue Resolution
- Strong Organizational Abilities
- Independent Work Skills
- Collaborative Team Member
- Rapid Learner
- Focused Listening Ability
- Virtual Assessment Expertise
- Troubleshooting Expertise
- Customer Service Specialist
Languages
English
Native or Bilingual
Timeline
Technical Service Representative
SHAW COMMUNICATIONS
08.2012 - 02.2025
Resident Computer Technician
STAPLES BUSINESS DEPOT
11.2005 - 01.2012
Cable Internet Assistant/Computer Technician
F.P. FOODS / BROOKS BAY CABLE CORP.
10.2003 - 11.2004
Bakery/Deli Manager
F.P. FOODS / BROOKS BAY CABLE CORP.
08.1995 - 10.2003
High School -
Alberni District Secondary School
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