Melanie Alyaseri
Sylvan Lake,AB
Summary
Customer Service and Technical Support Representative with 10+ years of experience, excelling in customer service and technical troubleshooting. Proficient in creating process documentation and training materials, enhancing team efficiency and client satisfaction through advanced troubleshooting techniques. Known for innovative problem-solving, consistently exceeding targets, and achieving high customer satisfaction rates. I am currently upgrading and refreshing my Data Analytic skills.
Overview
20
20
years of professional experience
Work History
Customer Service and Technical Support Representative
TELUS Smart Home Security
11.2022 - 05.2024
- Monitored employees help chat to assist with troubleshooting, improving customer experience.
- Completed account creation based on client needs, ensuring compliance with security protocols and standards.
- Provided individualized support for clients to allow self-serve capabilities and automation through the Smart Home App, improving user experience.
- Remotely assisted clients in resolving technical issues through providing thorough troubleshooting guidance.
- Provided comprehensive troubleshooting guidance for numerous smart devices.
- Collaborated as a Subject-Matter Expert to create process documentation to train and support team members.
- Provided outstanding customer service by exceeding targets consistently and winning multiple awards.
- Collaborated with cross-functional teams to streamline support processes, reducing resolution times.
- Surpassed customer service targets, driving client loyalty.
Customer Service and Technical Support Representative
Best Buy
01.2014 - 01.2017
- Completed account creation based on client needs, ensuring compliance with security protocols and standards.
- Assisted clients with software connectivity, improving user experience.
- Resolved technical issues remotely, boosting client satisfaction.
- Surpassed customer service targets, driving client loyalty.
- Spearheaded the creating of the monthly employee newsletter, fostering team communication.
IMAC Coordinator
IBM
01.2004 - 01.2009
- Monitored queue and delegated work orders.
- Update management on employee metrics.
- Led client meetings to understand needs and enhance client satisfaction.
- Collaborated as a Subject-Matter Expert to create process documentation to train and support team members, boosting team efficiency.
- Update work orders for clients and technicians, streamlining operations and reducing errors.
Education
Information Technology and Systems Management -
Grant MacEwan University
08.2004
Data Science - undefined
IBM
09.2025
Skills
- Technical troubleshooting
- Technical support
- Product troubleshooting
- Remote support
- Customer service expert
- Active listening
- Software installation
- Data recovery
- Technical issues analysis
- Complaint resolution
- Application installations
- Appointment scheduling
Accomplishments
- Recipient of individual and departmental awards for providing stellar client service.
- Best Employee in Agent of the Month award.
- Trained support specialists.
- Recipient of innovation award.
Languages
English
Native or Bilingual
Timeline
Customer Service and Technical Support Representative
TELUS Smart Home Security
11.2022 - 05.2024
Customer Service and Technical Support Representative
Best Buy
01.2014 - 01.2017
IMAC Coordinator
IBM
01.2004 - 01.2009
Data Science - undefined
IBM
Information Technology and Systems Management -
Grant MacEwan University
Awards
Leading Star for exceeding metrics for Q1-Q4 of 2023, Innovative for simplifying work process to increase efficiency, Agent of the Month x 2