Todd Servage
Kingston,ON
Summary
I believe you learn way more from life experience then any book or class can teach. I have done many jobs and met lots of people always giving and receiving the upmost respect.
I stick with a job until it is done, almost to a fault, I will go above and beyond for a customer to ensure I am with them in the end or I am following up to ensure their issue is resolved. At times months after initial contact forlming friendships with customers along the way.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
18
18
years of professional experience
Work History
Team Lead
Sutherland Global
2020.02 - 2022.04
- Started taking calls as regular CSR trouble shooting Apple products and services
- Moved to Tier 2 support to handle mlore technical hardware issues with iPhone and iPad and Macbooks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
Quality Assurance Inspector
Transcom Worldwide
2019.05 - 2020.01
- Began taking calls and chats to help with products and services for Paramount Streaming
- Moved to Tier 2 technical support for more complex account issues as well as retention and de-escalation.
- Listened to calls to ensure quality standards were kept for the customer.
- Coached representatives on call flow and techniques to keep calls and customers on target.
- Reported results to team leads and project managers.
Union Electricain
IBEW Local 115
2005.05 - 2018.09
- Installed and wired electrical transformers, service panels, and circuit breakers.
- Installed, maintained, repaired, and tested equipment for electricity generation and utilization.
- Worked as a foreman in charge of up to 25 men on multi-million dollar solar farms, wind turbines hydro dams, as well as transformer stations.
- Oversaw daily operations at site, keeping team production moving at optimal pace.
Customer Service Representative
StarTek
2004.02 - 2018.08
- Worked multiple times with a great working relationship in roles from CSR to Assistant Trainer.
- Helped customers with cell phone service and hardware plans
- Moved to technical support to handle only hardware issues and complex account issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Processed customer service orders promptly to increase customer satisfaction.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Red Seal Electrical Certificate - Residential/ Commercial Elecrtician
St Lawrence College
Kingston, ON02.2010
High School Diploma -
Holy Cross Secondary School
Kingston06.2001
Skills
- Customer Focus
- Coaching and Mentoring
- Performance monitoring
- Performance Improvement
- Quality Control
- Schedule Management
Languages
English
Native or Bilingual
Timeline
Team Lead
Sutherland Global
2020.02 - 2022.04
Quality Assurance Inspector
Transcom Worldwide
2019.05 - 2020.01
Union Electricain
IBEW Local 115
2005.05 - 2018.09
Customer Service Representative
StarTek
2004.02 - 2018.08
Red Seal Electrical Certificate - Residential/ Commercial Elecrtician
St Lawrence College
High School Diploma -
Holy Cross Secondary School
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