Mikaela Che
North York,ON
Summary
Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
6
6
years of professional experience
1
1
Certification
Work History
TECHNICAL SUPPORT CONSULTANT
ROGERS COMMUNICATION
12.2022 - Current
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Diagnosed system malfunctions using various tools such as diagnostic programs, system logs or patch management systems.
- Tracked service requests from initiation through resolution stages in a ticketing system.
CUSTOMER CARE SPECIALIST
ALLSTATE INSURANCE
10.2020 - 12.2022
- Accurately log customer complaints about monthly reports and research for other departments
- De-escalate agitated customers and resolve the situation via troubleshooting guidelines
- Ensure proper security procedures and followed on all calls
- Documented customer correspondence in CRM to track requests, problems and solutions.
FRONT DESK AGENT
DELTA HOTEL BY MARRIOTT TORONTO EAST
12.2017 - 10.2020
- Obtain or confirm guest information, assign rooms, activate and distribute keys
- Make and confirm reservations and inform guests of hotel amenities and offerings
- Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
- Be informed and up-to-date on all types of room accommodation and availability
Education
Advanced Diploma - Business Administration & Financial Planning
Seneca Polytechnic
North York, ONDiploma - Hotel Operations Management
Centennial College
Scarborough, ONSkills
- Analytical Tools and Software (MS Word, Excel, Power BI,)
- Problem-Solving Skills
- Statistical Analysis
- Technical Support
Certification
- LLQP Licensed - Issued October 2022- Financial Services Regulatory Authority of Ontario (FSRA)
- Other Than Life Certificate - Issued May 2022-Insurance Institute of Canada
Community Involvement
- Ironman 70.3 Vietnam (May 2018) : Boost energy for cyclists by giving them food and water at mobile station
- Starkey Hearing Missions 2018- Phase 2 (June 2018): Assist doctors wear hearing aids for children with hearing loss.
Languages
English
Native/ Bilingual
Vietnamese
Native/ Bilingual
Timeline
TECHNICAL SUPPORT CONSULTANT
ROGERS COMMUNICATION
12.2022 - Current
CUSTOMER CARE SPECIALIST
ALLSTATE INSURANCE
10.2020 - 12.2022
FRONT DESK AGENT
DELTA HOTEL BY MARRIOTT TORONTO EAST
12.2017 - 10.2020
Advanced Diploma - Business Administration & Financial Planning
Seneca Polytechnic
Diploma - Hotel Operations Management
Centennial College