Summary
Work History
Overview
Skills
Languages
Timeline
Generic

Kirk Berrns

Saskatoon,SK

Summary

Dynamic telecommunications professional with extensive experience at Sasktel, excelling in troubleshooting and customer service. Proven ability to enhance client satisfaction through effective communication and relationship building. Skilled in installation and maintenance, consistently improving performance metrics while managing high-pressure situations with attention to detail and organization.

Work History

Field Service Technician Operations

SaskTel
Saskatoon
10.2007 - Current
  • Diagnosed and resolved technical issues for telecommunications equipment in field settings.
  • Conducted routine maintenance and inspections on network infrastructure to ensure optimal performance.
  • Collaborated with engineering teams to implement system upgrades and enhancements.
  • Provided on-site training and support for clients regarding product usage and troubleshooting techniques.
  • Managed service calls efficiently, prioritizing tasks based on urgency and customer needs.

Customer Service Technician

Sasktel
Saskatoon, SK
05.2005 - 09.2007
  • Troubleshot technical issues to ensure customer satisfaction and service reliability.
  • Provided support for installation and maintenance of telecommunications equipment.
  • Documented customer interactions in multiple tracking systems for accurate service records.
  • Collaborated with team to improve response times and streamline service processes.
  • Educated customers on product features and usage for enhanced user experience.
  • Assisted in training new staff on operational procedures and customer service standards.
  • Responded promptly to customer inquiries, resolving issues efficiently and effectively.
  • Maintained up-to-date knowledge of industry trends and company offerings to assist customers better.
  • Delivered exceptional customer service through clear communication and empathy during challenging situations.
  • Utilized strong problem-solving skills to identify the root cause of problems quickly and efficiently find solutions.
  • Developed strong relationships with clients, leading to increased loyalty and retention rates.
  • Enhanced customer experience with personalized assistance and product recommendations.
  • Consistently met or exceeded established performance metrics related to call handling time, first-call resolution rate, and overall customer satisfaction.
  • Trained staff on operating procedures and company services.

Service Representative

Sasktel
Saskatoon
11.1999 - 05.2005
  • Assisted customers with service inquiries and technical issues.
  • Provided support for billing and account management processes.
  • Collaborated with team members to enhance customer satisfaction levels.
  • Documented customer interactions in CRM system for accurate record-keeping.
  • Resolved complaints efficiently, ensuring a positive customer experience.
  • Educated customers on product features and service options available.
  • Adapted quickly to new software tools and operational procedures.
  • Contributed to team meetings by sharing insights on service improvements.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided information about company products and services, and capitalized on upsell opportunities.
  • Accepted payments and updated accounts with latest information.
  • Increased customer retention with exceptional interpersonal skills and proactive problem-solving abilities.
  • Mentored junior team members, providing guidance and support as needed while helping them develop their customer service skills.

Trunking&Switching Technician

Sasktel
Regina, SK
04.1998 - 11.1999
  • Worked with multiple computer programs testing , programming for the purpose customer repair
  • Provided on-site training and support for clients regarding product usage and troubleshooting techniques.
  • Managed service calls efficiently, prioritizing tasks based on urgency and customer needs.

Overview

28
28
years of professional experience

Skills

Attention to detail

Customer service

Works Well Under Pressure

Multitasking and organization

Power Tools and Equipment

Written/Verbal communication

Troubleshooting

Installation and repair

Maintenance and repairs

Quality control

Documentation and reporting

Work Planning and Prioritization

Customer interaction

Workload management

Deadline oriented

Team Training

Relationship building

Safety Equipment

Performance improvement

Plant operations support

Environmental compliance

Languages

English
Elementary

Timeline

Field Service Technician Operations

SaskTel
10.2007 - Current

Customer Service Technician

Sasktel
05.2005 - 09.2007

Service Representative

Sasktel
11.1999 - 05.2005

Trunking&Switching Technician

Sasktel
04.1998 - 11.1999

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Kirk Berrns