KENNY ROD SAMPHER
1106 4440 106 ST NW Edmonton Canada,AB
Summary
Dependable employee seeking opportunity to expand skills and contribute to company success. Considered hardworking, ethical and detail-oriented.
Overview
15
15
years of professional experience
Work History
Quality Assurance Specialist
Partnerhero
10.2022 - 01.2024
- Collaborated with development team to identify and correct systemic quality issues.
- Notified appropriate staff members regarding quality issues for remediation assistance.
Games Community Officer/Customer Service
Redfox Labs
11.2021 - 06.2022
- Provides chat and email support for users/players playing the NFT Game KOGs: Slam! Report game bug issues directly to game developers using Zendesk
- Created organizational guidelines and regulations.
- Developed effective and fruitful relationships with community stakeholders.
Equiem Australia Support Officer (Technical)
Flat Planet
12.2018 - 07.2021
- Collaborated closely with coworkers and personnel in other departments to improve customer service and relationships.
- Identified and resolved escalated technical issues to drive client retention.
- Set up customer accounts in system and updated details to reflect current information.
SEO (Search Engine Optimization) / Set up Support Team Leader
Brasa Inc.
10.2017 - 08.2018
- Tracked open work orders for equipment repair and followed up with staff to fully resolve concerns.
- Patched, configured and installed software for staff use.
- Navigate and set up mobile application (iOS and Android) for merchants' virtual terminal with a credit card swiper or mobile cell card reader to process sales transaction.
Geograpic Information System Team Leader
Accu-Map (Asiatype Group)
05.2016 - 10.2017
- Onboarded new hires and mentored each side-by-side to build high-performing team.
- Monitors a team’s performance on a daily, weekly and monthly basis and submits report to the operations manager regarding the team and individual stats daily.
Technical Support Team Leader (M2 Australia)
Acquire Asia Pacific
07.2013 - 05.2015
- Monitored team operations and workflow during busy periods, making adjustments to improve pace.
- Supervised teams and individuals, giving feedback on performance and setting goals for improvement.
- Coached new employees struggling with specific tasks.
Technical Support Quality Assurance (Dodo Australia)
Acquire Asia Pacific
05.2009 - 07.2013
- Provides 4 - 5 monitored calls per agent in a month
- Evaluate and submit reports about the technical support agent's performance
- Conducts team calibrations and meetings to ensure Technical Support qualities are met in each and every call that a representative handle
- Responsible for making sure Technical Support Representatives provide excellent customer service when they are speaking with customers
- The quality assurance representative also makes sure call center employees give accurate information in a courteous and professional manner
- To determine and document any areas that may need improvement.
Education
Diploma in Computer Studies -
Systems Technology Institute (STI)
10.2003
Skills
- Technical Assistance
- Call Management
- Customer Relationship Management
- Ticket Management
- Training and Coaching
- Remote Support
- Hardware Troubleshooting
- Application Support
- Troubleshooting and Diagnostics
Custom
Edwin Regaspi - Service Delivery Manager
Executive Flight Centre
1 780 238 1924
Vicky Basco - Team Leader
Partnerhero
+63 921 895 8479
Timeline
Quality Assurance Specialist
Partnerhero
10.2022 - 01.2024
Games Community Officer/Customer Service
Redfox Labs
11.2021 - 06.2022
Equiem Australia Support Officer (Technical)
Flat Planet
12.2018 - 07.2021
SEO (Search Engine Optimization) / Set up Support Team Leader
Brasa Inc.
10.2017 - 08.2018
Geograpic Information System Team Leader
Accu-Map (Asiatype Group)
05.2016 - 10.2017
Technical Support Team Leader (M2 Australia)
Acquire Asia Pacific
07.2013 - 05.2015
Technical Support Quality Assurance (Dodo Australia)
Acquire Asia Pacific
05.2009 - 07.2013
Diploma in Computer Studies -
Systems Technology Institute (STI)
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