22 Cutts private

K1T-2X2

Phone : (613) 302-4684

Email : Amir_Robleh@gmail.com

Web : http://arobleh.tripod.com

To obtain a position with a dynamic and growing company where I can use my analytical and computer skills to solve advance challenges.

03/2005 – now          Bell internet management services          Ottawa, ON

Tyro Supervisor

·          Ensures proper training of agents for all new and existing products, tools, offerings and processes, leveraging available internal resources. Set expectation and goal for trainee

·          Develop all agents through skills assessment, call monitoring, coaching, feedback, and role modeling for current position

·          Monitor and evaluate tech support metrics, identifying required actions necessary to achieve service level and quality targets, maximize first time call resolution, and minimize customer complaints, transfers, and escalation.

·          Monitors calls to ensure positive customer experience.

08/2004 – 02/2005         Bell internet management services          Ottawa, ON

Senior Technical Support

·          Handles technical escalations.

·          Advises agents on technical resolutions options.

·          Help different department ( mail out, SNET, GC, 1^st Line)

01/08/2004 -  15/08/2004     Bell internet management services          Ottawa, ON

Senior Support Representative

·          Irate queue

·         Customer services

12/2003 – 07/2004         Bell internet management services          Ottawa, ON

Front Line Tech

·          Technical support

·          Customer services

·          Help  the training department to develop a new way to implement up sell/cross-sell in training procedure for future Tech

·          

06/2003 – 11/2004         Pizza-Pizza                                     Ottawa, ON

Call center agent

·          Take order from incoming calls.

·         Customer service.

2000–2001                    Nortel Network                               Ottawa, ON

Assembler

·          Manual eutectic dies attach (certified).

·          Assemble parts whit robot MRSI 375, 505, 170 (certified).

·           Final testing for transmitters module, receivers modules and AGC    modules (certified)           

1999–2000                    JDS Uniphase                                 Ottawa, ON

Assembler

·          Tubing (certified).

·          Polishing Fiber (certified). 

·           Testing fiber optic (certified)

1998–1999                    Halal Food                                      Ottawa, ON

Cashier

·          

2000–2003                  Ottawa University                         Ottawa, ON

·          Master Of Computer System Information.

2002–2003                  La cité collégiale                            Ottawa, ON

·          Computer programming.

1995-1998                Lycée d’état de Djibouti                              Djibouti, DJ

·         BAC of  Secondary Degree

English and French (spoken and written),Microsoft Office 2000, Corel Office,  Java, Microsoft Visual C++, Microsoft Access, Website Design.

Available upon request.