Kitchener, Ontario, Canada
Sales, Marketing, and Customer Service experience with demonstrated history of office and store management. Passion, focus, intensity, and being fiercely loyal are all characteristics that have enabled me to achieve success in both a personal and professional capacity. My skills include Sales, Business Development, Marketing, Strategic Planning, Business Process Improvement, Customer Service and Team Building. Link to Profile - www.linkedin.com/in/teena-arora
• Provide knowledgeable technical support and troubleshooting guidance pertaining to network, Internet, cable, digital phone, and computer issues. • Communicate electronically and by phone with customers experiencing technical difficulties to determine and document problems experienced • Diagnose and resolve technical problems encountered by customers. • Consult internal software, tools and guides, to research customer issues and implement solutions. • Document customer records with log of problems and solutions for use by other Technical Support Representatives. • Deliver exceptional customer experience while staying within our support scope guidelines. • Educate customers in realizing the full benefit of the client's products and services and look for opportunities to improve our business and elevate customer experiences. • Employ time management and multi-tasking skills to maintain high service levels. • Thoroughly document customer interactions and escalate potential service issues. • Identify opportunities to improve customer service levels. • Provide feedback to leadership teams to improve the environment. • Supported customers with online billing, access and account issues. • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements. • Various other duties as needed
• Build and execute social media strategy through competitive research, platform determination, benchmarking, messaging, and audience identification • Generate, edit, publish and share daily content (original text, images, video, or HTML) that builds meaningful connections and encourages community members to take action. • Moderate all user-generated content in line with the moderation policy for each community • Collaborate with other departments (customer relations, sales, etc.) to manage reputation, identify key players, and coordinate actions • Continuously improve by capturing and analyzing the appropriate social data/metrics, insights, and best practices, and then acting on the information
•Ensure high levels of customer satisfaction through excellent sales service. •Assess customers needs and provide assistance and information on product features. •Welcome customers to the store and answer their queries. •Actively seek out customers in store.
• Communicated with clients to diagnose technical issues. • Collaborated with various departments to ensure issues are resolved. • Provided step-by-step instructions to fix technological issues. • Communicated with the end-user to identify issues, walk through solutions, and initiate corrective actions to restore service and functionality. • Documented and updated case notes for each customer and work order.