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
Winnipeg
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
Winnipeg, MB
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
Winnipeg, MB
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
Winnipeg06-2001
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