Nicholas Munford
Moncton,NB
Summary
Driven social media consultant with a track record of enhancing brand visibility through innovative content and audience engagement strategies. Proficient in analytics interpretation to optimize social media performance and deliver tailored brand messages across multiple platforms. Known for exceptional communication skills and a strong commitment to increasing customer satisfaction through effective service and problem resolution.
Overview
20
20
years of professional experience
Work History
Social Media Consultant
Rogers Communications Inc / Fido Mobile Inc.
Moncton, Canada
01.2023 - 02.2025
- Assisted in direct messaging and customer engagements for Rogers and Fido on multiple platforms, including social media and business applications.
- Answered customer inquiries promptly on all platforms while ensuring a positive brand experience.
- Identified influencers within target audiences to collaborate with them on campaigns.
- Contributed to achieving team sales goals through strategic social media initiatives.
- Investigated and analyzed trends in social media platforms, consumer behaviors and viral content to optimize public relations approaches.
- Worked with marketing departments to improve promotion efforts and meet KPI objectives.
- Led the Social Media team during manager absences, conducting huddles and providing training.
Technical Support Consultant
Rogers Communications Inc / Fido Mobile Inc.
Moncton, Canada
01.2015 - 01.2023
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Diagnosed system malfunctions using various tools such as diagnostic programs, system logs or patch management systems.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Maintained up-to-date case documentation for future reference.
- Developed and maintained strong relations with customers to meet quality expectations.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
Customer Service Representative
Rogers Communications Inc / Fido Mobile Inc.
Moncton, Canada
01.2009 - 01.2015
- Provided accurate information about products and services to customers.
- Recognized by management for providing exceptional customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Enhanced sales through value-focused approach.
- Updated databases with new and modified customer data.
Customer Service Supervisor
Sobeys
Moncton, Canada
06.2005 - 01.2009
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Resolved customer complaints or answered customers' questions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
Education
High School Diploma -
Leo Hayes High School
Fredericton, NB06-2005
Skills
- Collaborative Leadership
- Social media engagement
- Customer engagement
- Relationship Building Expertise
- Conflict mediation
- Team collaboration
- KPI Analysis
- Contact Center Oversight
- Technical Support Expertise
- Communication
- Strategic Problem Analysis
- Technical troubleshooting
- Network troubleshooting
- Case documentation
- Customer service
- Team building
- Ticketing systems
Languages
English
Native/ Bilingual
References
References available upon request.
Websites
Timeline
Social Media Consultant
Rogers Communications Inc / Fido Mobile Inc.
01.2023 - 02.2025
Technical Support Consultant
Rogers Communications Inc / Fido Mobile Inc.
01.2015 - 01.2023
Customer Service Representative
Rogers Communications Inc / Fido Mobile Inc.
01.2009 - 01.2015
Customer Service Supervisor
Sobeys
06.2005 - 01.2009
High School Diploma -
Leo Hayes High School
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