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
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