Hubert Osifo
Vacaville,CA
Summary
Proven Technical Support Representative with a track record of enhancing user experiences and resolving complex issues at Rogers Communications. Skilled in hardware troubleshooting and customer service, I excel in fostering positive outcomes and boosting resolution rates. My expertise in network diagnostics and ability to train peers underscore my commitment to continuous improvement and operational efficiency.
Overview
4
4
years of professional experience
Work History
Technical Support Representative
Rogers Communications
12.2021 - 12.2023
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed high levels of call flow and responded to technical support needs.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Field Service Technician
Wirecomm Systems Inc
08.2019 - 11.2021
- Maximized operational efficiency by consistently meeting deadlines and maintaining a high level of productivity while adhering to safety guidelines.
- Followed safety procedures to avoid injuries in field.
- Provided hands-on training to junior technicians, fostering a culture of continuous improvement within the team.
- Discussed and recommended service options with customers and explained costs involved.
- Established positive customer relationships by providing punctual, cost-effective solutions.
Education
Associate of Applied Science - Software Engineering
Centennial College
Scarborough, ON08-2017
Skills
- Service support
- Customer service
- Remote support
- Issue troubleshooting
- Hardware troubleshooting
- Verbal and written communication
- Network diagnostics
- Application installations
- Microsoft office
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
Technical Support Representative
Rogers Communications
12.2021 - 12.2023
Field Service Technician
Wirecomm Systems Inc
08.2019 - 11.2021
Associate of Applied Science - Software Engineering
Centennial College
Languages
English
Native or Bilingual
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