Kevin Dsane-Selby
Peterborough,ON
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Along with extensive computer knowledge and Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
6
6
years of professional experience
Work History
Customer Service Representative Agent
Nordia Inc.
10.2022 - 09.2023
- Responded to customer requests for products, services, and company information based on customers billing.
- Answered over 300 customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to over 100 customers, paying attention to special needs or wants.
- Proficiently operated various software applications including SAP and SV to access billing information, facilitate payment arrangements, and efficiently restore services that had been disconnected due to missed payments.
IT Security Analyst
Project Engineers Contractors Limited
02.2018 - 08.2022
- Worked with other teams to enforce security of applications and systems.
- Investigated and resolved incidents of unauthorized access to sensitive information.
- Educated and trained users on information security policies and procedures.
- Implemented security measures to reduce threats and damage related to cyber attacks.
- Oversaw fleet of more than 40 trucks, actively involved in route planning and driver performance monitoring
- Regularly revised and formulated schedules for drivers, ensuring adherence to updated routes and promptly communicating cancellations or alterations to optimize efficiency
- Held responsibility for maintaining and troubleshooting surveillance system, resolving technical issues, and addressing critical discrepancies such as unregistered trucks or tampering incidents.
- Investigated and resolved incidents of unauthorized access to sensitive information
- Reviewed violations of computer security procedures and developed mitigation plans
- Engineered, maintained and repaired security systems and programmable logic controls
- Performed risk analyses to identify appropriate security countermeasures
Student Grader
Trent University
01.2020 - 05.2020
- Helped with grading assignments and tests, providing constructive feedback to students based on results.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Worked with teacher to optimize learning plans based on student test grades and evaluations.
- Partnered with teacher to plan and implement lessons following university curriculum, goals, and objectives.
- Evaluated and offered constructive feedback to assist students in enhancing their code related to design patterns
- Utilized expertise in state diagrams and virtual functions to assess and grade exercise
- Actively participated in exam invigilation and contributed to the grading process for exam papers.
Sales Associate
John Roberts Clothiers
04.2019 - 09.2019
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped over 100 customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Demonstrated strong understanding of ongoing sales, promotional offers, payment and exchange policies, as well as security protocols.
- Consistently delivered exceptional guest service by engaging with customers in genuine and friendly manner.
Cashier
H&M (uk)
04.2018 - 09.2018
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs for at least 20 percent of the time.
Education
Bachelor of Science - Computer Science
Trent University
Peterborough, ON06.2021
Skills
- Rewards Programs
- Understanding Customer Needs
- Financial Transactions
- Client Rapport-Building
- Online Chat
- Service Quality Improvement
- Product Line Knowledge
- Sales Report Generation
- Client Relationships
- Pricing Research
- Performance Goals
- Trained in Salesforce
- Attention to Detail
- Call Control
References
- Project Engineers manager/CEO - +233 244611772
- H&M UK Manager Sam +44 7429009254
- Trent university career services Grader, Job Board and Student Experience Portal Inquiries. (705) 748-1011 x6012
- John Roberts Clothiers, Assistant manager, Ahmed 873 288 0508
Timeline
Customer Service Representative Agent
Nordia Inc.
10.2022 - 09.2023
Student Grader
Trent University
01.2020 - 05.2020
Sales Associate
John Roberts Clothiers
04.2019 - 09.2019
Cashier
H&M (uk)
04.2018 - 09.2018
IT Security Analyst
Project Engineers Contractors Limited
02.2018 - 08.2022
Bachelor of Science - Computer Science
Trent University
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