I have 14 years of customer service experience dealing with the public; In person in my duties as a host at The Grand Barn, and via phone, chat and email as an Internet support technician when I worked at Convergys and Primus. As a holder of a B.A in Law, I am capable of familiarizing myself with the regulations, policies and guidelines of the ODSP such that I can have full faculty of that information to quickly and accurately deliver any services. For the technician and tester jobs I worked, I used various software tools such as Word, Excel and Outlook in an office setting. My latest job, at Beau's, has honed my ability to organize, coordinate and prioritize my workflow on a daily basis. In my employment career I have worked as a team member, utilizing and practising my written and oral communication and interpersonal skills. I am an empathic and sensitive individual that understands the ramifications for being perceived as different. Sincerely, Thaila Riden Thaila Riden Vankleek Hill, Ontario K0B 1R0 3440 County Road 10 Home: 613-678-3453 thaila.riden@gmail.com Objectives I am looking to further my technical assistance skills and experience and to acquire a position with an opportunity for professional growth. Education Graduate of Carleton University (majored both in Law B.A and Integrated Science B.Sc with Honours). Professional Skills Computer Skills • Windows operating systems, Microsoft Office, Macintosh, Email and Internet. Communication Skills • Experience writing reports and essays for courses and work • Excellent time and resource management skills • Accurate documentation of problems and troubleshooting • Ability to communicate and work effectively with coworkers in a team environment • Fluent in English, and upgrading my French abilities Work Experience Delivery Person, Beau's All Natural Brewing Company, June 2009 – present Provide exceptional customer service in a fast paced and strenuous environment Maneuvering large vehicles Work independently of direct supervision Move heavy objects (up to 180 lbs) Prioritizing and ordering invoices for maximum efficiency Coordinating with Sales and Production departments Act as a liaison for Sales Acquired Smartserve certification, and served at events Quality Assurance Technician, Magmic Games, August 2008 – June 2009 Generating test plans for games in development. Generating test plans for the deployment of games. Executing and reporting on test plans. Tracking and managing issues in our bug tracking system. Interfacing with the Development, Platform, Release, and Support teams. Internet Support Technician, Primus, September 2007 – August 2008 Created individualized troubleshooting methods per customer knowledge in order to deal with all TCP/IP related issues. Assisted colleagues with difficult issues which have not been encountered before. Documented each call fully including steps taken, resolution and tips for future calls. Assisted in generating trend data and analysis to determine local and global issues affecting groups of customers. Internet Support Technician/Customer Service Agent, Convergys, August 2006 – September 2007 Provided Technical support for Residential accounts for an Internet Service Provider Resolved technical questions and billing inquiries about wireless service. Excelled in the quality and service department. Analysed minimal data to better understand complex problems as they occurred. General Laborer, Gray Hawk, April 2006-June 2006 Carried out jobs around the Ivaco Rolling Mills plant, including painting, cleaning, shelf construction and installation, roof maintenance, scrap cleanup. Familiar with the layout and workings of the industrial plant. Baker, Biscuit Leclerc, December 2005 -April 2006 Learned to work and cope with stringent time requirements. Interviewer/Recruiter, Opinion Search Inc., 2002 – 2004 Telephoned clients to get views on topics that were important to the Head office. Worked under a tight security regimen due to the firm’s confidential information. Assistant Manager / Groundskeeper, The Grand Barn Resort 1996 – present Responsible for customer satisfaction on resort grounds including hosting, and serving meals. Acquired front desk experience when dealing with company phone line and customer service. In charge of grounds maintenance including building repair, electrical, plumbing, and landscaping. References Available upon request. Thaila Riden 613-678-3453