Vinay Dammu
Kitchener,ON
Summary
Technical support specialist with experience in multichannel customer service and CRM-based ticket management. Demonstrated ability to leverage AI-assisted tools for enhanced service delivery while maintaining high performance in customer satisfaction metrics. Committed to continuous improvement through ongoing business education.
Overview
5
5
years of professional experience
1
1
Certification
Work History
L2 Customer Service Representative
Teleperformance
Waterloo, Ontario
04.2026 - Current
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Assisted customers with technical inquiries and service issues effectively.
- Logged and tracked customer interactions using Salesforce, enhancing overall service response.
- Maintained case documentation to ensure accurate reference and support continuity.
- Reviewed support cases for technical accuracy and identified process improvements to streamline troubleshooting.
Sales Representative
Fido
Kitchener
09.2024 - 07.2025
- Educated customers on service plans, features, and promotions; consistently exceeded monthly sales targets through consultative selling.
- Collaborated with team members in a fast-paced retail environment to achieve store KPIs and uphold service quality.
- Managed customer complaints and technical escalations, utilizing internal support tools to efficiently log and resolve cases.
- Diagnosed and resolved mobile device and connectivity issues for customers, enhancing user experience through effective iOS/Android configuration and troubleshooting.
Business Intern
Translink Inc.
, Canada
05.2024 - 08.2024
- Conducted data analysis and reporting to deliver actionable insights that informed strategic decisions across departments.
- Managed billing and payment processes for senior leadership, ensuring accuracy and compliance with organizational standards while supporting financial integrity.
- Developed presentations and reports for management, enhancing planning and operational reviews through clear communication of data.
- Collaborated cross-functionally to optimize workflows and improve service delivery efficiency.
- Canada
Representative, Operations – Advisor I
Concentrix Daksh Services India Pvt. Ltd.
04.2021 - 10.2021
- Provided multichannel support (email and phone) using Salesforce and ServiceNow, managing high-volume customer inquiries and resolving product, billing, and technical issues.
- Achieved performance targets in quality assurance, response time, and CSAT metrics, demonstrating commitment to service excellence.
- Maintained detailed records of customer interactions, payment discussions, and resolutions within Salesforce CRM, ensuring data accuracy and compliance.
- Escalated complex technical cases through ServiceNow ticketing workflows, ensuring clear communication with customers throughout resolution.
- Identified recurring issues and recommended process improvements, leading to reduced repeat contacts.
Education
Strategic Global Business Management Diploma -
Conestoga College
08-2025
Bachelor of Business Administration -
Alliance Institute of Management
India11-2020
Skills
- Technical Support
- Multichannel Customer Support
- Salesforce CRM
- Technical troubleshooting
- Troubleshooting
- Mobile Device Expertise
- Support tools
- AI-Assisted Workflows
- Process documentation
- Chrome Developer Tools, and JSON
- SQL (Basic scripting)
- Microsoft office
- Organizational skills
- Time management
- Collaborative communication
- Written communication
Certification
- Certificate of Appreciation – Event Manager, GITAM University, 12/19
- Certificate of Appreciation – Food Fund Festival for Kerala Relief Funds, 08/19
- Active certifications in progress: business and operations management, Coursera/LinkedIn Learning
Timeline
L2 Customer Service Representative
Teleperformance
04.2026 - Current
Sales Representative
Fido
09.2024 - 07.2025
Business Intern
Translink Inc.
05.2024 - 08.2024
Representative, Operations – Advisor I
Concentrix Daksh Services India Pvt. Ltd.
04.2021 - 10.2021
Strategic Global Business Management Diploma -
Conestoga College
Bachelor of Business Administration -
Alliance Institute of Management