Karuna Biswas

Technical Support Service Representative (08/10/2009 – Present)

Hardware and software experience of Apple computers and Apple operating system including Apple software equivalent to Microsoft Office such as iWork and iLife Great customer service skill with young and senior customers as solving their hardware issue over the phone and also showing customers/users on how to questions Selling additional services such as extended warranties and products over the phone to new and existing customers

Last Employer: Minacs

Contact Person: Darren Attree/(905) 934-3935

Responsibilities: Support specified, limited line of technical products using defined problem solving methodology Log call records and assign call types Construct individual case reference files and updates case management data base / logs Conduct limited suggestive selling of client service and support line products Diagnose customers/users problems using systematic listening and probing approach Consult on-line web tool, computerized data base, manuals, circulars or internal resources for information on resolution procedures Provide information and direction as required for simple problem resolution Research problem/case history using computerized data base for relevant product information Documents case resolution in computerized database Initiates dispatch procedure for hardware pickup/shipment as appropriate for limited product line Performs outbound follow up on existing cases as appropriate Review client information/knowledge updates regularly to remain current with products Is required to remain current on new developments and changes through ongoing circular, e-mail, manual review. Attending training up dates as required by company/client requirement

Accomplishments: Apprenticeship Training Program from Niagara College

Administrative Office Assistant (part-time student job) (10/02/2008 – 04/24/2009)

Worked closely with Teachers Faculty and helped professors with their work related to classes and upcoming events Worked with students with arranging appointments with professors and maintaining schedule

Last Employer: Lakehead University

Contact Person: Heidi Berry/(705) 330-4012

Responsibilities: Welcomed visitors/students

Customer Service Representative (06/07/2004 – 05/20/2005)

Collecting monthly bills from customers and also selling additional services to existing and new customers Escalated calls to customer relations with customer complaint and resolved customers issue/concerns

Last Employer: SITEL Corporation

Responsibilities: Increased revenue through market research and promotion Oversaw the production of advertising and its placement in major trade publications Answered phone calls to help customers for their billing issue Trouble shoot to help customers with any service problems Solicited products and services via telephone for clients Met a monthly quota of $2,000 in sales Provided knowledgeable customer service throughout the decision-making process and overcame objections Contribute strong customer-service focus in a creative, exciting marketing-oriented setting

Customer Service (05/03/2007 – 08/21/2008)

Assisted senior customers selling Bingo tickets and provided prizes Logged complaints from customers and notified the management Received shipments and prepared inventories

Last Employer: Delta Bingo

Contact Person: Carol Newman/(905) 356-8109

Responsibilities: Attended customers to take order from them Provided food and drinks as per order Prepared food and drinks as per requirements and menu Assisted customers to play games and related matters Trouble shoot gaming machines as required Cleaned working area time to time Performed all other works assigned time to time by the supervisor

Establishment: Niagara College

Degree: Business Administration

Education Period: 09/06/2002 - 04/22/2005

Establishment: Lakehead University

Degree: Bachelor in Business Administration

Education Period: 09/03/2008 - 04/28/2009