Wilson Finlayson

Work History

Bell Canada

09.2012 - 06.2024

Troubleshot hardware and software to determine and rectify network problems.
Supported users both local and by phone with problem resolution and education.
Ensured maximum uptime for critical systems with proactive monitoring and timely intervention.
Maximized system functionality by configuring new equipment according to established guidelines.
Enhanced network performance by troubleshooting and resolving hardware and software issues.
Logged, resolved and escalated on-site and off-site issues.
Supported end-users by providing prompt technical assistance, enhancing overall satisfaction levels.
Maintained network connectivity of workstations, servers and network devices.
Delivered consistently high-quality service to clients by prioritizing tasks effectively and maintaining a strong commitment to meeting deadlines.

Bell Canada

01.2002 - 09.2012

Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
Developed strong relationships with clients, fostering trust and confidence in the implementation process.
Enhanced customer satisfaction with timely resolution of issues during project implementations.
Provided ongoing support to clients post-implementation, addressing any concerns or issues promptly and professionally.
Developed clear documentation for all implementation processes and procedures, enabling easy knowledge transfer among team members.
Assisted account executives with strengthening client relationships through targeted solutions.
Served as a subject matter expert for both internal teams and clients during the implementation process, providing guidance and clarification when needed.

Bell Canada

10.1992 - 01.2002

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Responded to customer requests for products, services, and company information.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Contributed to sales growth by upselling products and services based on individual customer requirements.
Exceeded performance metrics consistently, earning recognition as a top performer within the team.

International Paints Canada Limited

06.1982 - 05.1992

Worked to build relationships with customers and built potential for additional sales.
Developed relationships with clients for increased loyalty and repeat business.
Boosted sales by consistently engaging with customers and addressing their needs effectively.
Collaborated with team members to reach collective sales goals, fostering a supportive work environment.
Expanded customer base through targeted prospecting and networking efforts.
Exceeded monthly targets by diligently following up on leads and closing deals promptly.