Jonathan Fowler
Customer Service Supervisor
Hire this person
Send a job offer directly to this candidate
About
Supervisor for Fido and Shaw/Rogers wireless and home internet.
Experience
Customer Service Supervisor - IO Solutions
(2021-11)
Supervisor for Fido and Shaw/Rogers wireless and home internet.
- Performed weekly coaching sessions with 15-20 agents at least once a week.
- Worked on communication skills and building relationships with my agents.
- Listened too and graded calls for agents to make sure procedures were followed.
- Made sure agents were on time and followed up on absenteeism.
- Took escalation calls from customers for both Fido wireless and Shaw to Rogers wireless migrations.
- Helped agents with questions and account inquiries for both Fido and Shaw/Rogers wireless.
- Responded to agents emails and handled things like vacation requests and attendance follow ups.
- Helped to manage the number of agents on calls as needed
Customer Service Representative - IO Solutions
(2016-12 - 2021-11)
Customer service representative for Fido wireless and internet
- Took calls from both customers and store reps regarding assistance with billing, upgrades, activations and general inquiries.
- Provided efficient and reliable service to customers and store reps depending on the situation.
- Provided assistance with any inquires about policies and procedures.
Customer Service Representative - Advantage Communications
(2014-11 - 2016-12)
Customer service representative for Costco US, Costco Canada, Walmart and Rite Aid photo center websites.
- Took calls from members and customers regarding products offered, processing times and how to upload their photos.
- Worked with members and customers to provided assistance in browser related issues.
- Provided order status updates for members and customers.
- Looked into quality complaints from members and customers and provided options for getting a resolution for the complaints.
Outbound Telesales Agent - TigerTel Communications
(2011-02 - 2014-01)
Outbound sales representative for Eastlink cable.
- Effectively promoted Eastlink products to potential customers.
- Gained a high level of Eastlink cable product and services knowledge.
- Learned how to adapt sales presentations to each customer's specific situation, and how to overcome objections.
Communications Specialist - Sykes Halifax Call Center
(2008-12 - 2009-08)
- Worked with Rogers new-hires to help them transition effectively to independent work.
- Worked with sales representatives to help them better understand the product and policies of Rogers.
- Effectively took escalation/complaint calls from customers who were not satisfied with service.
- Assisted other service representatives on customer accounts and finding information.
Customer Service Representative - Sykes Halifax Call Center
(2007-06 - 2011-01)
Worked in customer service for Rogers cable, internet, home phone, and wireless.
- Worked with customers' accounts and handled issues such as billing and adding services.
- Received valuable experience in both up-selling and cross-selling procedures.
- Learned how to handle customer complaints and difficult issues in a timely and effective manner.
Education
Office Assistant Certificate - CompuCollege School of Business Halifax (2005 - 2006)
Printing Technology Certificate - Nova Scotia Community College (NSCC), Halifax, NS (1999 - 2001)
High School Diploma - Sir Wilfred Laurier Secondary School, Ottawa (1998 - 1998)
