Summary
Overview
Work History
Education
Skills
Timeline
Generic

Matthew Ingraham

Kitchener,ON

Summary

Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in Sales, Customer relations and working in team environments.

Overview

6
6
years of professional experience

Work History

Customer Sales Representative

TELUS Retail (Smartcell Communications)
09.2023 - 10.2024
  • Assisted call-in/walk-in customers with questions and orders regarding their cell phone plan and devices
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Emphasized product specifications to meet customer needs.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Cultivated and strengthened account relationships to achieve and exceed company targets.
  • Verified delivery schedules and processes.
  • Contacted potential customers to capitalize on sales opportunities.
  • Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
  • Presented professional image consistent with company's brand values.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Establishing and maintaining both consumer and business/corporate accounts with new devices, promotions and navigating best needs/cost for the customer
  • remotely connect with customers (via phone, email, etc) to process orders, pack and ship across Ontario
  • Experience working with Canada Post, Purolator, FedEx to create, manage and ship orders to customers out of retail location

Remote Support Specialist

Mobile Klinik/Telus
06.2020 - 08.2023
  • Responded to customer inquiries and resolved complaints (from retail locations) to establish trust and increase satisfaction.
  • Assist customers with general and specific inquiries relating to mobile device (smartphones, tablets) repair, whether be quoting repair cost or diagnosing issues via website chat support, e-mail and phone
  • Anticipate customers needs, navigate conversation to their needs in easy to understand terminology.
  • Assist staff in physical locations with customer overflow via phone, chat support and email; as well as training new staff on company policy and procedure
  • Process mail-in repairs (generating repair tickets,shipping labels and collecting payment with customer remotely)
  • Extensive knowledge of repair for common mobile devices, as well as operation and care to resolve customer issues with devices and services
  • Day to day workflow with multiple software such as Dayforce, Salesforce, RepairQ, Google suite and MS Office programs

Repair Technician

Mobile Klinik
11.2018 - 03.2020
  • Repaired Smartphone and Tablet devices of major brands (Apple, Samsung, LG, Google, Huawei), following procedure to ensure devices are repaired properly and promptly.
  • Executed diagnostics, troubleshooting and evaluations on mobile devices
  • Performed complex mechanical alignments and calibration of equipment to quality standards.
  • Maintain customer relations with easy to understand explanations of technical issues
  • Standard retail responsibilities such as maintaining store cleanliness, opening and closing procedures and managing payment terminals (credit, debit and cash).
  • Create healthy work atmosphere with co-workers emphasizing teamwork and easygoing rapport.
  • Recommended options for customers such as mobile accessories or choosing another device if they do not wish to repair
  • Order and catalog parts for inventory from multiple vendors

Sales Associate Specialist

Rogers Communications
05.2018 - 11.2018
  • Worked with clients (new and existing) to set-up/renew and close accounts with Rogers Communications for home phone, television, internet and mobile services.
  • Clear and friendly explanations of services to find the needs of the client.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Reached and exceed all sales goals during time of employment
  • Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
  • Staying up to date with newest promotional offerings and release of new technologies in the market to further assist clients
  • Provided positive first impressions to welcome existing, new and potential clients
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Fulfilled standard retail responsibilities (store cleanliness, changing signage for new promotions, opening/closing operations)

Education

GED -

Ministry of Education
05.2007

Skills

  • Technical Background
  • 15 years of customer support/relations related experience
  • Hardware and Software Repair
  • Friendly and Patient
  • POS Systems Expertise
  • Closing Sales
  • Active Listening
  • Telephone Etiquette
  • Able to learn new software with guidance
  • Take responsibility with actions to ensure smooth workflow and solutions
  • Able to work well independently or with a team
  • Calm and Professional Under Pressure
  • Able to problem solve in high pressure environment
  • proficient with packing items for shipping
  • Attention to detail

Timeline

Customer Sales Representative

TELUS Retail (Smartcell Communications)
09.2023 - 10.2024

Remote Support Specialist

Mobile Klinik/Telus
06.2020 - 08.2023

Repair Technician

Mobile Klinik
11.2018 - 03.2020

Sales Associate Specialist

Rogers Communications
05.2018 - 11.2018

GED -

Ministry of Education

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Matthew Ingraham