UMA KANT
Winnipeg,MB
Summary
Results-driven Technical Support & Sales Professional with over 5 years of experience in customer service, team leadership, and retail/B2C sales. Proven record of exceeding performance targets, building strong client relationships, and optimizing workflows for efficiency. Skilled in technical troubleshooting, consumer sales, and mentoring team members to achieve higher performance. Delivered world-class Apple product support through a third-party partnership with IntouchCX.
Overview
8
8
years of professional experience
Work History
Senior Telesales Representative
SP Data Digital
05.2025 - 09.2025
- Consistently exceeded campaign targets by closing 25 to 30 Rogers sales weekly.
- Delivered first-call resolution to enhance customer satisfaction and retention rates.
- Drove upsell revenue through account analysis and customized solutions.
- Maintained 100% compliance with sales integrity and quality standards.
- Managed over 80 high-volume calls daily while achieving all productivity benchmarks.
Senior Technical Support Advisor (Apple Support – Via IntouchCX)
IntouchCX
11.2022 - 05.2025
- Delivered specialized technical support for Apple products, including Mac, iPhone, iPad, Apple Watch, and related services.
- Reduced ticket response times by streamlining internal workflows and improving cross-team collaboration.
- Mentored and coached team members on customer engagement techniques and technical troubleshooting, boosting team KPIs.
- Participated in Apple product beta testing, identifying and reporting bugs and recommending improvements before public release.
- Served as primary liaison between customers and Apple engineering teams for complex cases.
- Created internal knowledge base articles and training resources to improve first-contact resolution rates.
- Provided remote support to Apple customers globally across multiple time zones.
- Led weekly mentor sessions to align team training priorities with performance goals.
Sales Associate
7x Powered Inc.
09.2020 - 10.2022
- Conducted high-volume outbound consumer sales calls to promote products and services.
- Consistently achieved and exceeded daily and weekly call and sales targets.
- Delivered personalized sales scripts tailored to individual customer needs.
- Provided customer feedback to improve product offerings and marketing strategies.
- Assisted new hires by mentoring on cold calling techniques, product knowledge, and customer handling skills.
- Built long-term customer relationships through active listening and trust-building.
Team Leader
Walmart
03.2018 - 08.2020
- Directed team performance, providing ongoing feedback and coaching.
- Delegated responsibilities based on team members’ strengths.
- Resolved conflicts to maintain a positive and inclusive work environment.
- Mentored junior staff to build leadership skills.
- Increased customer satisfaction scores through service quality improvements.
Education
Diploma - Computer Engineering Technician
Northern College of Applied Arts & Technology
Toronto, ON12 2019
Skills
- Apple Product & Ecosystem Support (macOS, iOS, iPadOS)
- Technical Support & Troubleshooting (Hardware, Software, Network)
- Remote & In-Person Client Support
- Retail & B2C Sales (Outbound & Inbound)
- Customer Service Excellence & Retention
- Team Leadership
- Coaching
- Staff Mentoring
- Cold Calling
- Objection Handling
- Process Improvement
- Workflow Optimization
- Documentation
- Knowledge Base Creation
- Conflict Resolution
- Performance Coaching
Languages
English
Full Professional
Hindi
Native or Bilingual
Additional Information
Eligible to work in Canada without restrictions, Adaptable to fast-paced, multicultural environments, Proficient in: Apple macOS/iOS Tools, Microsoft Office Suite, CRM Platforms, Remote Desktop Software, Call Center Platforms
Timeline
Senior Telesales Representative
SP Data Digital
05.2025 - 09.2025
Senior Technical Support Advisor (Apple Support – Via IntouchCX)
IntouchCX
11.2022 - 05.2025
Sales Associate
7x Powered Inc.
09.2020 - 10.2022
Team Leader
Walmart
03.2018 - 08.2020
Diploma - Computer Engineering Technician
Northern College of Applied Arts & Technology
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