Summary
Work History
Education
Skills
Affiliations
Timeline
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Kevin Leach

Ottawa,ON

Summary

Dynamic Customer Support Representative with a proven track record at Concentrix, excelling in conflict resolution and technical troubleshooting. Adept at enhancing customer satisfaction through effective communication and team collaboration. Recognized for transforming challenges into opportunities, ensuring seamless service delivery while maintaining organized records and fostering positive customer experiences.

Work History

Customer Support Representative

Concentrix
Ottawa, ON
  • Resolved customer inquiries and issues promptly to deliver high-quality service.
  • Collaborated with team to enhance service delivery and improve workflow efficiency.
  • Trained new team members during onboarding, ensuring smooth transitions.
  • Identified upselling opportunities aligned with customer needs.
  • Documented call details accurately and maintained organized records.
  • De-escalated conflicts effectively, transforming negative experiences into positive outcomes.
  • Interacted with customers via phone and email while maintaining professionalism.

Security Officer

All Star Security
Peterborough, ON
  • Delivered security presence across multiple locations for crowd control and property protection.
  • Provided VIP-level security at several black tie events.
  • Executed various security assignments related to sports and music events.

Customer Support Representative

Assistance Services Group
Peterborough, ON
  • Maintained an up-to-date knowledge of products and services offered by the company.
  • Provided technical support to customers via phone and email.
  • Handled escalated customer service issues with professionalism and empathy.
  • Monitored performance metrics related to customer satisfaction scores.
  • Documented, tracked and monitored customer issues in CRM to foster resolution.

Export Booking Agent

Teleperformance USA/Lufthansa German Airlines
Peterborough, ON
  • Managed multiple projects simultaneously while meeting strict deadlines.
  • Ensured compliance with local regulations regarding health and safety standards for all shipments.
  • Continuous learning with industry updates and regulations changes.

Apple Tech

Minacs
Peterborough, ON
  • Maintained up-to-date knowledge of new technologies available from Apple.
  • Resolved customer complaints promptly and professionally.
  • Configured, tested, and troubleshot various Apple hardware components such as Macbooks, iPhones, iPads, and iMacs.
  • Conducted system backups and restores as needed by customers.
  • Implemented preventive maintenance procedures to ensure optimal performance of systems.
  • Provided technical support to customers over the phone and in person for Apple products.

Education

IATA Certification -

Global Telesales of Canada Inc. (Lufthansa German Airlines)
01.1992

Some College (No Degree) - Microelectronics

Sir Sandford Fleming College
Peterborough, ON

Ontario Secondary School Diploma -

Ontario Works Program
01.1990

High School Diploma -

Champlain High School
01.1977

Skills

  • Customer service and support
  • Verbal and written communication
  • Tactical training(handcuffs)
  • Use of force principles(baton)
  • Technical troubleshooting
  • Microsoft Office applications
  • Active listening and conflict resolution
  • Team collaboration
  • Cross-platform proficiency
  • Workplace cybersecurity awareness
  • Communication tools

Affiliations

  • avid mountain biker
  • 3d artist

Timeline

Customer Support Representative

Concentrix

Security Officer

All Star Security

Customer Support Representative

Assistance Services Group

Export Booking Agent

Teleperformance USA/Lufthansa German Airlines

Apple Tech

Minacs

IATA Certification -

Global Telesales of Canada Inc. (Lufthansa German Airlines)

Some College (No Degree) - Microelectronics

Sir Sandford Fleming College

Ontario Secondary School Diploma -

Ontario Works Program

High School Diploma -

Champlain High School

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Kevin Leach