Technical Support Product Specialist at Telus Digital

Delivered comprehensive assistance to users with app installations, updates, in-app purchases, and account synchronization, ensuring seamless user experiences across devices. Resolved a variety of technical issues, including payment failures, account access problems, and content download errors, while maintaining a high level of customer satisfaction. Conducted training sessions for new hires and underperforming agents, effectively improving their product knowledge, technical proficiency, and customer service skills to meet and exceed performance targets. Actively contributed to team meetings, offering valuable insights and participating in continuous improvement initiatives to enhance services and customer satisfaction. Played a key role in meeting established metrics and targets, consistently delivering top-tier support and fostering a positive environment for both users and team members. Diagnosed and resolved technical issues related to applications and the Admin Console, ensuring

Mentor (Training & People Development) at Telus Digital

Promoted to mentor role for training employees; contributed to team meetings and continuous improvement initiatives; helped staff improve product knowledge, technical proficiency, and customer service skills to meet performance targets; consistently supported achievement of metrics.