At Telus Digital, I built and updated interactive training courses and learning materials using Articulate 360, Storyline, and PowerPoint.
I ran onboarding programs for new hires and led technical workshops to help active agents improve their skills. I also tracked agent performance after training and worked with team leaders to address technical knowledge gaps.
As a Tier 2 Technical Support Specialist at Telus Digital, I troubleshot and resolved complex, escalated product and system issues for the account's tech division.
I handled technical support tickets using Intercom, Zendesk, and Salesforce, and collaborated with the quality assurance team on step-by-step troubleshooting guides for the internal knowledge base.
