Summary
Overview
Work History
Education
Skills
Timeline
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Michael Brown

St. John's,NL

Summary

Dynamic Product Support Specialist with a proven track record at Sutherland, excelling in technical support and problem resolution. Adept in Salesforce and ticketing systems, I effectively enhance customer satisfaction through calm communication and remote troubleshooting. Recognized for my attention to detail and ability to collaborate with teams to drive solutions.

Overview

5
5
years of professional experience

Work History

Product Support Specialist

Sutherland
St. John's, Newfoundland and Labrador
06.2022 - 05.2025
  • Cox Automotive Canada- St. John's, NL June 2022 to May 2024 Assisted with providing technical support for Xtime. A dealership program that allowed them to schedule appointments, contact customers. The process included taking inbound calls and emails, along with using the ticketing system, Salesforce.

Subject Matter Expert (SME)

Sutherland
St. John's, Newfoundland and Labrador
03.2024 - 02.2025
  • Cox Automotive Canada- St. John's, NL, May 2023 to Present: Promoted to a Subject Matter Expert (Internal Assist Desk). Provided support to in-house employees who would call us for help when they ran into an issue that they could not get resolved.

Customer Service Representative

Sutherland
St. John's, Newfoundland and Labrador
08.2020 - 06.2022
  • Cox Communications Inc.- St. John's, NL August 2020 to June 2022 Assisted with customer issues with their internet and television. Including taking customer calls and live chat. Assisted with scheduling technician appointments for clients who were having issues with home internet and cable

Education

High School Diploma -

Prince of Wales Collegiate
St. John's, NL

Skills

  • Technical support
  • Ticketing systems
  • Salesforce experience
  • Remote troubleshooting
  • Customer relationship management
  • Problem resolution
  • Salesforce usage
  • Call handling
  • Team collaboration
  • Time management
  • Effective communication
  • Problem solving
  • Attention to detail
  • Customer feedback
  • Customer service
  • Troubleshooting
  • Calm under pressure
  • Computer skills

Timeline

Subject Matter Expert (SME)

Sutherland
03.2024 - 02.2025

Product Support Specialist

Sutherland
06.2022 - 05.2025

Customer Service Representative

Sutherland
08.2020 - 06.2022

High School Diploma -

Prince of Wales Collegiate

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Michael Brown