PABLO BAZAES
Ottawa,ON
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
1
1
Certificate
24
24
years of professional experience
Work History
Customer Service Representative
Tims Financial
Ottawa, ON
08.2025 - 05.2026
- Resolved customer inquiries through multiple channels, enhancing satisfaction and retention rates.
- Collaborated with team members to streamline processes, improving response times for support requests.
- Monitored key performance indicators to assess service effectiveness and drive strategic improvements.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Managed approximately 100 calls per day, resolving issues with minimal after call work
- Consistently scored above 90% QA results
Security Guard
SECURITAS
Ottawa, Ontario
12.2014 - 06.2018
- Ensured protection of valuable artwork, maintained facility security, and provided a safe environment for clients for National Gallery of Canada.
- Managed facility security operations, minimizing risk of unauthorized access and ensuring safety of premises.
- First Aid Certification acquired to provide immediate assistance in emergency situations.
- Conducted regular security patrols and responded swiftly to any security incidents on all work sites.
- Collaborated with team members to implement effective security procedures and protocols.
2 Tech Support
Convergys
Ottawa, Ontario
08.2002 - 12.2006
- Troubleshot hardware, internet service, and billing/accounts for customers, resolving technical issues promptly.
- Provided exceptional technical support for internet and VOIP services, achieving customer satisfaction ratings above 90%.
- Reduced call times by implementing efficient troubleshooting methods.
- Addressed customer billing concerns with professionalism and accuracy, resulting in a 20% reduction in billing-related escalations.
- TIER
Education
Computer Systems Technician Diploma -
Algonquin College
Ottawa, Ontario01-2023
High School Diploma - undefined
Adult High School
Ottawa, Ontario01-2021
Skills
- Software: Linux, Microsoft Windows, Microsoft Office Suite (Word), VMWare, Packet Tracer, Wireshark, Windows Server – Active Directory
- Hardware: PC Systems maintenance that includes installation of hardware, thermal compound application, and internal cleaning, Ethernet Cabling
- Networking: TCP/IP, Cabling, Routing and Switching, Configuration of Routers and Cisco Switches
- Communication: Excellent interpersonal and customer service skills
- Customer Service: Excellent communication, problem-solving, and interpersonal skills
- Multilingual: Fluent in English, Spanish, Portuguese, and basic French
- Networking: Cisco certification, troubleshooting, network setup
- Problem Solving: Effective troubleshooting, analytical thinking
- Self-Motivated: Passionate about technology, adaptable, lifelong learner
- Fundamental knowledge of Linux and understanding of CLI, scripting and GUI
- Customer service
- Active listening
- Critical thinking
Timeline
Customer Service Representative
Tims Financial
08.2025 - 05.2026
Security Guard
SECURITAS
12.2014 - 06.2018
2 Tech Support
Convergys
08.2002 - 12.2006
High School Diploma - undefined
Adult High School
Computer Systems Technician Diploma -
Algonquin College
Languages
English
Native or Bilingual
French
Native or Bilingual
Spanish
Native or Bilingual
Portuguese
Native or Bilingual
Certification
- CCNA: Introduction to Networks
- CISCO, Ottawa, Ontario
- Knowledge of networking implementation including IP addressing to configure connectivity.
- Knowledge of physical, data link protocols and network configuration
- Configuration of switches and routers to provide access to remote and local resources.
- Apr 2023
Key Skills Acquired
- IT User Support, Gained experience in installing and configuring operating systems and networking systems, with the ability to manage resources, implement security principles, automate system administration tasks, and provide technical support by troubleshooting frequently occurring issues, such as system errors and service errors.
- General IT Knowledge, Knowledge of how to establish, configure, manage, and network standalone GNU/Linux server systems. Ability to analyze, identify issues, provide solutions, and install and configure operating systems, software, and PC hardware technologies and components.
- Network Security, Developed ability to apply security controls and administer access to network resources for legitimate users, as well as the ability to analyze network monitoring data and identify security threats while implementing network security technologies.
Professional Development And Certifications
- Computer Systems Technology, Security Advanced Diploma, Algonquin College, Ottawa, ON, 06/25
- CCNAv7: Introduction to Networks Certification, Cisco Networking Academy, 04/23
Technical Acumen
Microsoft Windows, Linux, Windows Server: Active Directory, Microsoft Office Suite, VMware, Wireshark, Packet Tracer, PC Systems Maintenance, Hardware Installation, Thermal Compound Application, TCP/IP, Cabling, Routing & Switching, Configuration of Routers & Cisco Switches
Coursework
- Windows Desktop Support
- Windows Domain Administration
- Windows Enterprise Administration
- GNU/Linux Systems Support
- GNU/Linux Server Administration
- Routing & Switching
- IT Service Management
- Databases Management & Interfacing
- PC Troubleshooting
- Network Security