Manleen Kaur
Kitchener,ON
Summary
Collaborative customer service specialist with a proven ability to leverage internal and external relationships to effectively address intricate challenges. Utilizes a wide network of vendors, peers, and external sources to enhance ticket responses and provide comprehensive solutions. Seamlessly integrates personal expertise with diverse professional connections to ensure the highest level of support quality.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Tech Shield Solutions
02.2024 - Current
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Offered assistance in implementing and developing training programs.
- Responded to customer requests for products, services, and company information.
Technical Support Representative
Infinity IT Care
01.2023 - 01.2024
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Helped streamline repair processes and update procedures for support action consistency.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
Customer Service Executive
Core Assist Tech
07.2022 - 12.2022
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Described product and service details to customers to provide information on benefits and advantages.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Diploma - Web Development And Internet Applications
Fanshawe College of Applied Arts And Technology
London, None12-2022
Bachelor of Science - Computer And Information Sciences
University Institute of Engineering And Technology
India09-2021
Skills
- Application installations
- Remote support
- Technical troubleshooting
- Data analysis
- Client communication
- Sales expertise
- Call management
- Appointment scheduling
- Customer service
Accomplishments
- Achieved a 98% customer satisfaction (CSAT) score by providing clear and effective tech solutions.
- Implemented an automated ticketing system, cutting issue resolution time by 25%.
- Coordinated with network admins & cybersecurity teams to prevent system vulnerabilities.
- Successfully rolled out a company-wide IT upgrade, impacting over 500+ users.
Languages
English
Native or Bilingual
Software Knowledge
ITIL framework
Wireshark
Nmap
ServiceNow
Teamviewer
LogmeIn
Volunteering
Volunteered at college and university in providing technical support to students and faculty, such as troubleshooting computer issues, setting up printers, or assisting with Wi-Fi problems and ensuring that all systems are running smoothly and that students have the software and access they need
Timeline
Customer Service Representative
Tech Shield Solutions
02.2024 - Current
Technical Support Representative
Infinity IT Care
01.2023 - 01.2024
Customer Service Executive
Core Assist Tech
07.2022 - 12.2022
Diploma - Web Development And Internet Applications
Fanshawe College of Applied Arts And Technology
Bachelor of Science - Computer And Information Sciences
University Institute of Engineering And Technology
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