Provided bilingual technical support for retail and e-commerce platforms, resolving issues via phone, email, and chat in English and French. Diagnosed and resolved Windows and iOS issues including connectivity, email sync, crashes, and login errors. Guided users through remote troubleshooting, device configuration, and account recovery. Used NICE inContact and Salesforce to log, track, and follow up on complex tickets, reducing escalations by 20%. Improved first-contact resolution by identifying recurring technical patterns and refining knowledge base references. Managed up to 300 interactions per day with 70%+ CSAT. Implemented voice biometrics (Omilia) to enhance security and reduce average handling time.

Technical Support & Sales Agent at TEKSAVVY Corp

July 1, 2021 - July 1, 2021

Delivered technical support for residential and business internet, VoIP, and TV streaming, including troubleshooting routers, modems, and set-top boxes. Assisted with Windows networking issues and iOS mobile setup, configuring mail, browser, and service apps. Recommended service plans tailored to technical needs, resulting in 25% upgrades and 10% higher retention. Reported recurring issues to Tier 2 and collaborated with escalation teams to improve service stability.

Sales & Technical Support Agent at MSI Corporation

June 1, 2019 - June 1, 2019

Re-engaged inactive customers while offering technical support for Bell Canada services, increasing retention and a 5% reactivation rate. Assisted in resolving Windows OS issues related to service access, login problems, and software compatibility. Managed inbound and outbound calls using VCC, providing end-to-end onboarding to issue resolution.