Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic

Kesia Varghese

Scarborough,ON

Summary

Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

5
5
years of professional experience

Work History

Technical Support Specialist

Bell Security
08.2022 - Current
  • Performing troubleshooting on alarm systems
  • Providing high-level technical support by resolving inquiries by phone and live video calls with department and team service levels and goals
  • Offering online and voice-based support responses to customers' operational queries
  • Providing remote ticket resolution or dispatching technicians as necessary
  • Testing all newly installed alarms
  • Demonstrating features and functionality of alarm systems to customers
  • Maintaining alarm hardware inventory levels and safeguarding component availability for emergency calls
  • Communicating effectively with customers, answering questions and concerns regarding systems
  • Advising customers on system upgrade opportunities, presenting cost and benefit
  • Documentation on prospective enhancements
  • Creating and managing support tickets in CRM and SBN
  • Installed, tested, and serviced alarms and associated systems for commercial and residential customers.

Customer Service Advisor

SITEL
06.2021 - 03.2022
  • Responded to customer needs through competent customer service and prompt problem-solving
  • Helped large volume of customers every day with a positive attitude and focus on customer satisfaction
  • Received inbound customer calls related to credit and accounts receivable
  • Supported customers with invoices, statements, and other basic questions
  • Assisted customers with questions and inquiries to provide information regarding credit card accounts
  • Built strong relationships with customers to increase retention and loyalty
  • Processed recurring automated payments and credit card payments
  • Researched and resolved customer complaints and disputes related to credit card accounts.

Customer Service Associate

Walmart
11.2019 - 06.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Informed customers about special promotions and provided detailed information for various products
  • Offered advice assistance to customers, paying attention to special needs or wants
  • Responded to customer calls and emails to answer questions about products and services
  • Collected and returned unpurchased or returned items
  • Correct shelf locations and arrange displays to promote sales
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Education

GED -

Cambrian College of Applied Arts and Technology
05.2021

Bachelor of Science: Computer Science -

Karunya Institute of Technology
05.2018

Skills

  • Technical Support and Assistance
  • Technical Troubleshooting
  • Customer Support
  • Hardware diagnostics
  • Appointment Scheduling
  • Microsoft Outlook
  • Complaint resolution
  • LAN/WAN
  • Microsoft Windows and Office
  • Active Directory
  • Issue and Resolution Tracking
  • Troubleshooting and Diagnosing
  • Ticket Management
  • Help Desk Support
  • Remote desktop services and support

Websites

Accomplishments

IT Service Desk: Service Management – LinkedIn (Issued Mar 2024)

Timeline

Technical Support Specialist

Bell Security
08.2022 - Current

Customer Service Advisor

SITEL
06.2021 - 03.2022

Customer Service Associate

Walmart
11.2019 - 06.2021

GED -

Cambrian College of Applied Arts and Technology

Bachelor of Science: Computer Science -

Karunya Institute of Technology

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Kesia Varghese