Summary
Overview
Work History
Education
Skills
Languages
Timeline
Awards
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Robin Erhardt

Winnipeg

Summary

Accomplished tech support professional with a proven track record at Bell MTS Smart Home, enhancing user experience through critical thinking and exceptional customer service. Leveraged computer skills to resolve technical issues, boosting client satisfaction by 20%. Adept at multitasking and fostering teamwork, contributing to increased revenue growth and operational efficiency.

Overview

18
18
years of professional experience

Work History

Tech Support

Bell MTS Smart Home
01.2022 - 09.2025
  • Served as a liaison between customers and tech support teams when needed.
  • Enhanced user experience by providing timely and effective tech support to students and faculty.
  • Provided exceptional customer support by troubleshooting and resolving technical issues in a timely manner.
  • Supported sales teams by providing technical expertise during client meetings, contributing to increased revenue growth.
  • Delivered comprehensive technical support to customers, ensuring prompt resolution of issues and increased client satisfaction levels.
  • Provided remote support for a wide range of technologies, ensuring consistent service quality across all platforms.

Customer Care Representative

AAA Alarms
03.2008 - 01.2022
  • Resolved customer inquiries efficiently, ensuring high satisfaction levels and prompt issue resolution.
  • Utilized Sedona software to track interactions and maintain accurate customer records, enhancing service quality.
  • Handled escalated issues with professionalism, providing effective solutions to complex customer concerns.
  • Conducted regular follow-ups with customers post-resolution to ensure continued satisfaction and loyalty.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Navigated multiple computer systems and applications to find information.
  • Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
  • Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
  • Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Assisted in training new representatives on procedures and systems, fostering a collaborative team environment.
  • Developed and implemented process improvements that streamlined workflow and increased operational efficiency.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Monitoring Operator

AAA Alarms
10.2007 - 03.2008
  • Monitored alarm systems to ensure prompt response to security breaches.
  • Analyzed incoming alerts, prioritizing incidents for immediate action.
  • Coordinated communication between law enforcement and clients during emergencies.
  • Improved response times by efficiently communicating with law enforcement and emergency services during critical situations.
  • Supported safety efforts, coordinating closely with security personnel to address potential threats or breaches.
  • Maintained situational awareness with detailed documentation of incidents and daily log updates.

Education

High School Diploma -

Sisler High School
Winnipeg
06-2001

Skills

  • Friendly, positive attitude
  • Customer service
  • Multitasking Abilities
  • Enjoys Teamwork and collaboration but capable of working independently
  • Computer skills
  • Critical thinking
  • Active listening
  • Excellent Organization and time management
  • Strong Written and Verbal communication
  • Detail orientated

Languages

English
Native or Bilingual

Timeline

Tech Support

Bell MTS Smart Home
01.2022 - 09.2025

Customer Care Representative

AAA Alarms
03.2008 - 01.2022

Monitoring Operator

AAA Alarms
10.2007 - 03.2008

High School Diploma -

Sisler High School

Awards

2016- The Manitoba Excellence in Customer Contact Achievement (MECCA) Awards recipient 

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Robin Erhardt