Summary
Overview
Work History
Education
Skills
Languages
Software
RECOMMENDATION
Volunteer Experience
Timeline
Generic

Negar Kheyrkhahan

Montreal

Summary

Experienced Technical Support Agent and Team Leader with telecommunications and customer service expertise. Specialized as a Subject Matter Expert (SME), providing in-depth technical solutions and coaching teams to enhance performance. Proven track record in troubleshooting, conflict resolution, and improving customer satisfaction. Strong communicator focusing on team collaboration, continuous improvement, and delivering results.

Overview

6
6
years of professional experience

Work History

Senior Customer Service Representative

Telus International
06.2024 - Current
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Customer Service Team Leader

IOS Solutions
03.2024 - 07.2024
  • Developed efficient schedules, optimizing team resources to meet fluctuating demand.
  • Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
  • Coached team members individually to develop their skills and improve performance, tailoring guidance to their specific needs.
  • Ensured compliance with all company policies and procedures related to customer service, maintaining high standards of integrity.

Subject Matter Expert

IOS Solutions
01.2024 - 03.2024
  • Mentored junior team members, contributing to their professional growth and development.
  • Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
  • Effectively managed and resolved supervisor-level calls, demonstrating strong communication and problem-solving skills.

Customer Service Representative

IOS Solutions
02.2023 - 02.2024
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Used ticketing systems to manage and process support actions and requests.

Assistant Store Manager

Hyperme Hypermarket
01.2020 - 01.2021
  • Managed opening and closing procedures and recommended changes to enhance the efficiency of daily activities.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Resolved escalated customer issues effectively leading to improved customer satisfaction rates.

Technical Support Representative

HamrahAvval
03.2019 - 01.2020
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
  • Assisted with updating technical support best practices for use by team.
  • Responded promptly to emergency after-hours support calls, ensuring minimal downtime for customers experiencing critical issues.

Education

Graduate Certificate - French Studies

Université Du Québec À Montréal (UQAM)
04.2022

Bachelor of Science - Computer Science

Sharif University of Technology
01.2021

Skills

  • Technical Troubleshooting
  • Strong analytical skills
  • Live chat support
  • Team management
  • Performance evaluation
  • Report preparation

Languages

English
Full Professional
French
Professional Working
Persian
Native or Bilingual

Software


Programming Languages: Python, Java, C/C++

Operating Systems: Windows, Linux, macOS

Office Suites: Microsoft Office (Word, Excel, PowerPoint), Google Workspace (Docs, Sheets, Slides)

RECOMMENDATION

Sima Hadavand, Team Leader, HamrahAvval, +1 438 408 5968, Hadavand.Sima@gmail.com

Rupinder Kaur Makkar, Manager, IOS solutions, +1 514 972 0061, Rupinder.makkar@ioscenter.com

Volunteer Experience

Volunteer worker in the nursing home of Semnan

Volunteer high school physics tutor

Timeline

Senior Customer Service Representative

Telus International
06.2024 - Current

Customer Service Team Leader

IOS Solutions
03.2024 - 07.2024

Subject Matter Expert

IOS Solutions
01.2024 - 03.2024

Customer Service Representative

IOS Solutions
02.2023 - 02.2024

Assistant Store Manager

Hyperme Hypermarket
01.2020 - 01.2021

Technical Support Representative

HamrahAvval
03.2019 - 01.2020

Bachelor of Science - Computer Science

Sharif University of Technology

Graduate Certificate - French Studies

Université Du Québec À Montréal (UQAM)

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Negar Kheyrkhahan