Nathena Gallo
Toronto,Canada
Summary
Achieved high customer satisfaction ratings through effective issue resolution and empathetic communication. Demonstrated ability to resolve complex problems while fostering strong relationships with clients. Consistently exceeded performance goals by applying patience and understanding in challenging situations and building rapport.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Technical Support Specialist 3rd Party
Teleperformance
Toronto, Ontario
03.2022 - 11.2024
- Executed device setups and transfers while preparing older models for resale or return.
- Performed initial diagnostics assessments to effectively triage product issues.
- Ensured high levels of client satisfaction by upholding privacy, security, and compliance standards.
- Accurately documented interactions, escalating relevant cases to Engineering as necessary.
- Generated work orders for repairs, replacements, and insurance processing efficiently.
- Addressed media service issues such as subscription cancellations and refund inquiries promptly.
- Resolved clients’ network and system issues while providing clear explanations of services offered.
- Assisted in setting up emails, downloading apps, recovering data, and reinstalling compatible services.
Virtual Sales Support/ Floor Support Assistant Supervisor
Teleperformance- Fanatics Remote
11.2020 - 02.2022
- Managed direct communication with customers through emails, chats (up to three concurrently), and phone calls.
- Handled inquiries related to orders, returns, refunds, and lost packages efficiently.
- Collaborated with various departments by sharing customer insights and trends.
- Ensured timely resolution of customer issues while maintaining professionalism and satisfaction.
- Supported management in escalations by assisting internal teams as needed.
- Recognized potential fraud or suspicious activity, working alongside the Fraud team for investigation.
- Coordinated with the Payments team to address deposit and withdrawal concerns.
- Supervised team activities in chat, aiding agents and ensuring compliance with KPIs.
Customer Retention/Care/Sales Prime/Floor Support Representative
Rogers Communications
04.2013 - 11.2018
- Connected effectively with customers, building rapport to meet their evolving needs.
- Exhibited strong customer focus through engagement with all organizational tiers.
- Managed multiple tasks accurately, ensuring high standards of detail orientation.
- Identified suitable plans for customers and promoted aligned products/services.
- Provided assistance to manager for onboarding new team members in job functions.
- Enhanced upselling efforts during resolved calls to support comprehensive sales goals.
- Executed transactions and account modifications swiftly to optimize customer experience.
- Mitigated disconnections by tailoring offers to fit customer budgets.
Remote Virtualort/ Floor Support Assistant Supervisor
Arise Virtual Solutions
09.2010 - 03.2013
- Addressed all Wireless care inquiries related to billing, roaming, and new activations.
- Promoted additional products and services during resolved calls to improve customer satisfaction.
- Executed payment processing, security checks, and account activations while managing payment plans.
- Ensured compassionate customer service in compliance with established procedures.
Education
High School Diploma -
Oakwood Collegiate High School
Business Administration
George Brown College
TorontoSkills
- Oral and written communication
- Interpersonal rapport
- Proficiency in Microsoft 365
- Problem-solving abilities
- Customer service excellence
- Virtual chat expert
- Detail-focused approach
- Adaptability and motivation
Certification
- ACSP- Apple certified support professional
- Azure/Galileo/Workday/Cloud
- CompTIA A+
- Google IT support professional
- ISO/IEC 27001
- Microsoft 365 essentials
- WHMIS
Timeline
Technical Support Specialist 3rd Party
Teleperformance
03.2022 - 11.2024
Virtual Sales Support/ Floor Support Assistant Supervisor
Teleperformance- Fanatics Remote
11.2020 - 02.2022
Customer Retention/Care/Sales Prime/Floor Support Representative
Rogers Communications
04.2013 - 11.2018
Remote Virtualort/ Floor Support Assistant Supervisor
Arise Virtual Solutions
09.2010 - 03.2013
High School Diploma -
Oakwood Collegiate High School
Business Administration
George Brown College