Amalia Philomina Thomas

Technical support representative - Gatestone & Co- Rogers - Toronto, ON, Canada

(2024-09)

Monitored and managed ticket workflows within CRM systems, ensuring timely resolution, proper prioritization, and adherence to service standards.
Acted as the first point of contact for customers, resolving inquiries and technical issues with accuracy, empathy, and clear communication across multiple channels.
Gathered and validated customer information to identify discrepancies, incomplete data, and process gaps, ensuring efficient issue resolution.
Collaborated with internal teams and external stakeholders to escalate and resolve complex issues, maintaining accountability until closure.
Maintained accurate documentation of customer interactions and resolutions, supporting compliance, transparency, and knowledge sharing.
Applied strong analytical and troubleshooting skills to diagnose issues and implement effective solutions, improving overall service efficiency.
Followed standard operating procedures and performed quality checks to ensure consistency and accuracy in issue handling.
Identified recurring issues and contributed insights to enhance workflows, reduce repeat cases, and improve user experience.
Managed a high volume of tasks in a fast-paced environment, consistently meeting response time and resolution targets.
Contributed to knowledge base articles and user guides, improving team efficiency and customer self-service resources.

Wireless sales associate - OSL - Toronto, ON, Canada

(2022-06 - 2024-08)

Promoted and sold Bell Canada's residential product suite including TV, Internet, Home Phone, and Smart Home solutions by engaging customers through face-to-face canvassing and cold calling within assigned territories, delivering best-in-class customer experiences through professional, empathetic, and solutions-focused interactions. Identified customer needs and tailored product solutions to align with individual lifestyles, driving customer satisfaction and sales conversion.
Utilized Salesforce CRM to manage leads, track sales activities, and maintain an accurate and organized sales pipeline. Consistently demonstrated integrity, optimism, and accountability, representing Bell Canada's brand values in all customer engagements.
Collaborated with team members in weekly strategy meetings to share insights, track performance metrics, and optimize sales, KPI and marketing approaches.

Business Analyst - BBS ASSOCIATES - Kerala, India

(2021-05 - 2022-05)

Supported digital strategy engagements by conducting in-depth research, analyzing client data, and assisting in the prioritization of business needs to enable effective transformation initiatives.
Performed data collection, market research, and business process analysis to generate actionable insights and support the development of innovative solutions and transformation roadmaps.
Created client-facing presentations, reports, and proposals, translating complex data and analysis into clear, executive-level narratives and recommendations.
Participated in client interviews, discovery workshops, and design sessions, documenting key requirements, insights, and functional needs to support solution design.
Contributed to practice development initiatives by researching emerging technologies and trends (e.g., Agentic AI), supporting the development of internal offerings, intellectual property, and best practices.
Maintained a strong focus on continuous learning, staying current on industry and technology developments to bring fresh, value-driven perspectives to client engagements.

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