Summary
Overview
Work History
Education
Skills
Timeline
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Sonam Arora

Toronto,ON

Summary

Dynamic Technical Support Representative with a proven track record at Gatestone, excelling in network troubleshooting and customer education. Adept at resolving complex issues and enhancing user satisfaction, I consistently achieved high customer satisfaction scores while effectively managing billing inquiries and service upgrades. A dedicated professional committed to delivering exceptional service.

Overview

5
5
years of professional experience

Work History

Technical Support Representative

Gatestone
Toronto, ON
08.2022 - 10.2024
  • provided exceptional technical support for Rogers' residential and wireless customers via phone and digital channels.
  • Diagnosed and resolved issues related to internet connectivity, TV signal disruptions, and mobile device configurations.
  • Guided customers through troubleshooting steps for routers, modems, and mobile devices using clear, customer-friendly language.
  • Educated customers on product features, service plans, and usage optimization to enhance user satisfaction.
  • Handled billing inquiries, plan changes, and service upgrades with a focus on customer retention and satisfaction.
  • Documented all customer interactions accurately in CRM systems, ensuring follow-up and issue resolution tracking.
  • Maintained high call quality including average handle time, first-call resolution, and customer satisfaction scores.
  • Collaborated with technical escalation teams and service departments to resolve complex issues efficiently.

Customer Service Representative

Mi security
Toronto, ON
12.2020 - 07.2022
  • Delivered high-level customer service as the first point of contact for residents, guests, and contractors in a residential condominium environment.
  • Monitored building access, verified visitor credentials, and enforced security protocols to maintain safety and privacy.
  • Responded promptly to resident inquiries and concerns, providing accurate information, or escalating issues to property management when necessary.
  • Coordinated visitor parking, package deliveries, elevator bookings, and amenity reservations in accordance with building policies.
  • Maintained detailed and accurate shift logs, incident reports, and communication with security supervisors, and building management.
  • Conducted regular patrols of the premises to ensure a secure, well-maintained environment.
  • Handled emergency situations calmly and effectively, including fire alarms, medical emergencies, and unauthorized access incidents.

Team Member

Gino's Pizza
Brantford, ON
10.2019 - 12.2020
  • I took customer orders in person and over the phone.
  • Prepared and served food items quickly and accurately.
  • Maintained the cleanliness of work and dining areas.
  • Handled cash, credit payments, and balanced the register.
  • Provided friendly and efficient customer service.

Education

College Diploma - Business Administration

Conestoga College Institute of Technology And Advanced Learning
Brantford, ON
09-2019

Skills

  • Technical support
  • Network troubleshooting
  • Customer education
  • CRM documentation
  • Billing inquiries
  • Service upgrades
  • Customer service expert

Timeline

Technical Support Representative

Gatestone
08.2022 - 10.2024

Customer Service Representative

Mi security
12.2020 - 07.2022

Team Member

Gino's Pizza
10.2019 - 12.2020

College Diploma - Business Administration

Conestoga College Institute of Technology And Advanced Learning

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Sonam Arora