Product Specialist at TELUS Digital (2024-01 – 2025-09)
Product specialist responsible for QA testing, operations support, and product development.
- Managed QA testing of pre-release features, ensuring functionality and reliability.
- Supported operations and product teams using Jira and Salesforce for issue tracking.
- Enhanced workflow efficiency by developing reporting and feedback mechanisms.
- Collaborated with cross-functional teams to refine product offerings and address client needs.
- Conducted user testing to gather feedback, driving iterative improvements in product design.
- Trained and provided coaching to junior and tenured team members.
- Researched product's technical specifications and accurately communicated information.
- Delivered technical and service support to enterprise clients.
- Maintained 95%+ customer satisfaction through effective problem resolution.
- Utilized CRM systems to track, report, and resolve customer issues.
- Managed product launches, ensuring alignment with marketing strategies and operational readiness.
Customer Service Specialist at TELUS Digital (2022-03 – 2024-01)
Customer service specialist providing technical and service support to enterprise clients.
- Delivered technical and service support to enterprise clients.
- Maintained 95%+ customer satisfaction through effective problem resolution.
- Utilized CRM systems to track, report, and resolve customer issues.
CARE Specialist at Cimpress (2018-11 – 2019-03)
CARE specialist handling customer support and issue resolution.
- Resolved customer issues and inquiries primarily through the email channel, ensuring timely and effective communication.
- Coordinated workspace activities, scheduling reminders, appointments, and task monitoring for customer followup.
- Maintained a keen awareness of customer needs to prevent potential financial losses, enhancing overall customer satisfaction.
- Assisted in the development of cost-effective printing solutions for clients, contributing to business growth and profitability.
- Provided service, addressing inquiries related to printing specifications or requirements promptly and accurately.
- Provided exceptional customer support for an international brokerage company, ensuring client satisfaction.
- Assisted with rental and travel advisory services, addressing inquiries and resolving issues promptly.
- Managed refund processes and settled disputes, fostering trust and encouraging customer retention on our platform.
Technical Support Specialist at DirectLines (2017-12 – 2018-06)
Technical support specialist for telecommunications network services.
- Provided Tier 1 technical support for Bouygues Telecom optic fiber network.
- Managed inbound technician calls, ensuring accurate data tracking.
- Maintained network service logs and contributed to weekly performance reports.
- Documented installation processes and created detailed reports for project management oversight.
IT Service Desk - Internship at Ministry of Health (2017-06 – 2017-10)
IT service desk internship providing technical support and system maintenance.
- Delivered IT support and system maintenance for regional hospital staff.
- Sorted and organized files, spreadsheets, and reports.
- Handled installation, troubleshooting, and escalation of IT issues.
- Improved incident response efficiency through system monitoring and reporting.
