Summary
Overview
Work History
Education
Skills
Timeline
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Shawnee Turner

London,ON

Summary

Dedicated Vox Mobile professional with ahistory of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

3
3
years of professional experience

Work History

Technical Support Specialist Tier I

Vox Mobile
05.2021 - Current
  • Handled Client Escalation calls per day to address customer inquiries and concerns.
  • Received inbound phone calls transferred from Tier 1 specialists to resolve client's escalations
  • Mentored less experienced team members to improve client interaction and quality of troubleshooting
  • Provide Refresher training to new hires for BC Hydro
  • Create documents to assist Success Manager to create knowledge base articles for BC Hydro Service Now tickets
  • Played a dynamic role with being the assigned person to handle troubleshooting resolution with the EXO migration project

Technical Support Specialist Tier I

Vox Mobile
10.2018 - 05.2021
  • Provide technical support services to end-users, including device troubleshooting, application support, mobile device activation, MDM activation, the configuration of email accounts, troubleshoot mobile network along with Wi-Fi connectivity
  • Maintain quality customer service on all inbound, outbound and email interactions using best in class tools including ServiceNow, NICE InContact and Vox Mobile's Knowledgebase
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Facilitate mobile carrier interactions on behalf of the client and end-user
  • Collaborated with multiple departments to ensure issues are resolved
  • Participated in new project KCS for documentation of Vox Knowledgebase articles

Education

Associate of Arts - Business Management Studies (BMS)

West Humber Collegiate Institute
Toronto, ON
09.1998

Skills

  • Advanced Communication skills
  • Excellent interpersonal skills
  • Excellent data entry and reporting
  • Team Player
  • Flexible and Adaptable
  • Proficient at multi-tasking
  • Adept at learning new software
  • Professional and attention to detail
  • Strong computer skills including typing and navigating various programs
  • Demonstrated leadership and mentoring abilities

Timeline

Technical Support Specialist Tier I

Vox Mobile
05.2021 - Current

Technical Support Specialist Tier I

Vox Mobile
10.2018 - 05.2021

Associate of Arts - Business Management Studies (BMS)

West Humber Collegiate Institute

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Shawnee Turner