Rob Mackintosh
Windsor,Ontario
Summary
Work with likeminded individuals to effectively communicate and make a significant contribution both as a employee and to the customer’s needs using a multitude of channels to provide world class service with every interaction. Become part of a team who is motivated by providing outstanding customer service and building a company’s brand recognition one day at a time through dedication and teamwork.
Overview
1
1
year of professional experience
Work History
Customer Service Representative
HGS CANADA / FIDO & ROGERS ACCOUNTS
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Processed customer adjustments to maintain financial accounts.
- Recorded account information to open new customer accounts.
- Collected and analysed customer information to prepare product or service reports.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Investigated and resolved customer inquiries and complaints quickly.
- Resolved Warranty issues over phone with 80 plus customers daily.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs of accounts, sales, and warranty and repair resolutions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Effective liaison between customers and internal departments.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Technical Support Representative
Xplornet Communications Inc, Woodstock
01.2022 - 03.2022
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented support interactions for future reference.
- Researched product and issue resolution tactics to address customer concerns.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Assisted a client based that had a high percentage of elderly customers.
- Responded promptly to incoming sales leads and requests for technical support.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Submitted service tickets for equipment maintenance requests.
- Assisted with updating technical support best practices for use by team.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Routers.
- Managed high levels of call flow and responded to multiple device technical support needs.
- Translated complex technical issues into digestible language for non-technical users.
Customer Service, Technical Support Specialist
Apple Care
09.2020 - 01.2021
- Years of experience in, roles, demonstrating a commitment to customer satisfaction
- Ability to adapt quickly to contact center technology
- Excellent problem-solving skills, with a proven ability to resolve customer issues and inquiries
- Strong interpersonal and communication skills, both written and verbal
- Adept at multitasking, time management, and maintaining a positive attitude in high- pressure situations
- Experience with dealing with customers billing related issues
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Processed customer adjustments to maintain financial accounts
- Recorded account information to open new customer accounts
- Collected and analyzed customer information to prepare product or service reports
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Updated customer service database with new information, address changes and contact details.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Investigated and resolved customer inquiries and complaints quickly
- Resolved Warranty issues over phone with 80 plus customers daily
- Responded to customer requests, offering excellent support and tailored recommendations to address needs of accounts, sales, and warranty and repair resolutions
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Effective liaison between customers and internal departments
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Keep customers informed of progress during issue lifecycle and make follow-up calls or communications in a timely manner
- Handled inbound customer chat conversations from various inbound sources handling 5-9 chats at a time
- Developed exemplary writing skills through continued correspondence with upwards of 90 customers per day regarding warranty and claim information
- Worked closely with each customer to carefully resolve issues within timely fashion
- Processed and recorded new policies and claims
- Handled 90 calls per day to address customer inquiries and concerns via live phone interactions
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Warranty and product guide customer resolutions, with 10 years of career experience in help desk and live call and chat environments
- Highly adept in systems diagnostics troubleshooting, customer care, warranty and product services and conflict resolution
- Exhibits excellent organizational and problem-solving skills
- Works well in team environments and displays strong work ethic.
Education
High School Diploma -
Pierre Radisson Collegiate
Winnipeg, MB06.1989
Skills
- Call Management
- Computer Literacy
- Data Entry
- Complaint Resolution
- Product Knowledge
- Account Updating
- Critical Thinking
- Computer Proficiency
- Customer Relations
- Customer Service
- Clear communication skills
- Empathy
Languages
English
Native or Bilingual
Timeline
Technical Support Representative
Xplornet Communications Inc, Woodstock
01.2022 - 03.2022
Customer Service, Technical Support Specialist
Apple Care
09.2020 - 01.2021
Customer Service Representative
HGS CANADA / FIDO & ROGERS ACCOUNTS
High School Diploma -
Pierre Radisson Collegiate
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