Eric Fontaine

Senior Technical Support Advisor (08/01/2007 – 10/18/2010)

In my time working on the Apple technical support campaign I furthered my customer service skills as this is the primary focus of Apple Inc.

Last Employer: Aditya Birla Minacs

Contact Person: 905-394-3900

Responsibilities: -Taking inbound calls from both customers and front line advisors. -Provided important decision making for cases involving replacement and exceptions to standard operating procedures. -Responsible for processing and following on replacements to ensure they are done to the customers satisfaction.

Accomplishments: -Given the title of "Product Champion" for Apple's MacBook Pro line of computers. In this role I acted as a resident expert for my fellow advisors and met with Apple's engineering team to report on trends that I had observed.

Service Dispatcher (10/15/2005 – 01/01/2007)

I learned to manage not my own time but also the time of my field technicians. I learned to plan and coordinate projects while also leaving flexibility so that changes could be made to accommodate whatever may happen in the real world.

Last Employer: The Monitoring Centre

Contact Person: 1-866-247-4999

Responsibilities: -Arrange for service calls to repair faulty alarm systems or make necessary upgrades. -Provide technical advice for field technicians on installation and programming of alarm systems. -Prepare parts for pickup and installation by a team of field technicians.

Accomplishments: -Became the youngest service dispatcher with the company by learning how alarm systems work in great detail. I accomplished this with no previous knowledge of how they worked.

Customer Service Representative (01/01/2004 – 12/01/2005)

-Gathered useful insight into the world of finance and better understanding on debt management. -Learned for the first time to work with corporate software such CITRIX and AS400 databases.

Last Employer: SiTEL

Contact Person: 416-239-4777

Responsibilities: -Answer inbound calls for the Capital One credit card campaign. -Tasked with sorting through customers requests to make sure they ended up speaking with the correct department. -When appropriate answered questions and addressed customer complaints.

Accomplishments: -Was a consistent top performer and helped in other departments without training or notice.

Collection Agent (01/01/2007 – 04/01/2010)

Here I developed skills for working with people in hostile situations. It also allowed me to learn how to work with a quota based workload.

Last Employer: Primus Telecomunications

Contact Person: Lori Raspberry - 1-800-806-3273

Responsibilities: -Making calls on past due accounts and making arrangements for restitution. -Auditing past accounts and making decisions regarding which accounts had recoverable funds and which were not worth the effort. -Activating and deactivating services based on payments or payment arrangements.

Accomplishments: -Managed to consistently hit a $1000 a day collection quota within days of starting. -Became a valuable asset when my technical skills were pressed into service during a nation wide failure of Primus' VoIP phone system.

Establishment: Ryerson University

Degree: Photography and New Media

Education Period: 09/01/2003 - 12/01/2004

Details: I began my study of photography at Ryerson and enjoyed it greatly. I ultimately returned home to help my family through difficult times.

Establishment: Sheridan College

Degree: Photoraphy

Education Period: 09/01/2005 - 04/01/2006

Details: I returned to school while living in Oakville, ON. I discontinued my studies in favour of a promising job.