Summary
Overview
Work History
Education
Skills
Timeline
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Kelly Fitzsimons

Calgary,Alberta

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Technical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

15
15
years of professional experience

Work History

Technical Customer Service Agent

Telus International
02.2022 - 12.2023
  • Enhanced customer satisfaction by providing efficient and courteous service in a timely manner.
  • Assisted clients with inquiries, resolving issues promptly and professionally for improved client relations.
  • Maintained a clean and organized workspace, ensuring a safe and welcoming environment for customers.
  • Collaborated with team members to streamline processes and enhance overall service efficiency.
  • Managed high call volumes while maintaining excellent customer service standards for prompt issue resolution.
  • Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
  • Participated in regular meetings to discuss performance metrics, identify areas for improvement, and develop strategies to achieve goals.

Sales Associate & Customer Service Specialist

Lows
11.2014 - 01.2020
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
  • Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.

IT Specialist

Rimbey TV
01.2009 - 11.2014
  • Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.
  • Reduced downtime by identifying potential issues and resolving them proactively.
  • Managed hardware and software inventory, ensuring timely updates and replacements as needed.
  • Streamlined technical support process for enhanced user satisfaction and faster issue resolution.
  • Trained employees on new technologies, increasing competency levels across the organization.

Education

Certificate of Technical Studies - Network Technician

SAIT
Calgary, AB
10.2021

Skills

  • Critical Thinking
  • Performance Monitoring
  • Positive Attitude
  • Problem Solving
  • Interpersonal Skills
  • Telephone Etiquette
  • Time Management
  • Customer Service Orientation
  • Technical Support
  • Customer Service
  • Repairs Scheduling
  • Computer Skills

Timeline

Technical Customer Service Agent

Telus International
02.2022 - 12.2023

Sales Associate & Customer Service Specialist

Lows
11.2014 - 01.2020

IT Specialist

Rimbey TV
01.2009 - 11.2014

Certificate of Technical Studies - Network Technician

SAIT

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Kelly Fitzsimons