Sheddy Elutilo
Winnipeg,MB
Summary
Customer satisfaction and retention are achieved through the effective resolution of up to 70 issues daily, addressing customer needs while navigating service challenges. My education in Business/Managerial Economics helps facilitate the integration of customer feedback into actionable insights, improving service delivery. Scrum Master Certification is utilized to support team operations and enhance cross-departmental communication. Focus on CRM ensures alignment with quality standards and fosters lasting client relationships.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Support Representative
IntouchCX
Winnipeg, Manitoba
12.2023 - 05.2025
- Providing superior customer satisfaction through issue resolution and navigating between customer desires and customer complaints.
- Receiving and resolving between 50 to 70 customer issues daily to stay on top of the company's usual daily calls from customers and clients.
- Served as the point of contact for customers with various requests, and assessed their needs while navigating them to the respective departments within the company..
- ~ Executing various administrative tasks and duties, ensuring customer retention through paying attention to customer reviews & feedback.
Administrative Assistant
Laundry World
Winnipeg, MB
10.2022 - 11.2023
- Greeted visitors and provided general information about the company.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Developed and maintained filing systems for confidential documents and records.
- Managed office supplies inventory and placed orders when necessary.
- Entered data into spreadsheets using Microsoft Excel.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Coordinated mailings, including sorting mail, preparing packages for shipping via courier service or postal service.
Technical Support Representative
Concentrix
Niagara Falls, ON
01.2022 - 10.2022
- Provided technical assistance to customers through phone, email and chat support.
- Conducted research into product-related issues, identified solutions, and provided accurate resolutions to customers.
- Analyzed data from customer surveys to identify trends in customer needs and requests.
- Resolved escalated customer service issues promptly.
- Recommended upgrades and additional features that could enhance the user experience.
- Collaborated with other departments such as sales, marketing, and engineering, as required.
- Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.
Marketing Associate
Accenture
St. Catharines, ON
04.2021 - 12.2021
- Developed and implemented marketing campaigns to increase product awareness.
- Gathered competitive intelligence by monitoring industry trends, news, and developments.
- Assisted with the development of promotional materials, such as brochures and flyers.
- Created content for various digital channels, including websites and social media platforms.
- Collaborated with cross-functional teams on branding initiatives.
- Monitored and reported on the performance of marketing campaigns.
- Managed social media advertising to attract potential customers and build solid networking and community around the company's brand.
Education
Bachelor of Arts - BA - Business/Managerial Economics
Brock University
St. Catharines, ON06.2021
Skills
- Creative Problem Solving
- Customer service
- Technical troubleshooting
- Software support
- Issue resolution
- Analytical Skills
- Problem Management
- Administrative support
- Cross-functional collaboration
- Microsoft Office Specialist (MOS) expert
- Data entry
- Business development
Certification
- Scrum Master Certified (SMC)
- Introduction to Programming Using Python
Timeline
Technical Support Representative
IntouchCX
12.2023 - 05.2025
Administrative Assistant
Laundry World
10.2022 - 11.2023
Technical Support Representative
Concentrix
01.2022 - 10.2022
Marketing Associate
Accenture
04.2021 - 12.2021
Bachelor of Arts - BA - Business/Managerial Economics
Brock University
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