JPJason Pham
@jasonpham
Customer-focused technical support specialist with expertise in Office 365.
CanadaWhat I'm looking for
I am a high-energy customer service professional with a strong focus on customer satisfaction. My experience spans various roles, from server duties in the restaurant industry to technical support for Office 365 products. I pride myself on my ability to understand customer needs and provide effective solutions, ensuring a positive experience every time.
Throughout my career, I have developed a keen ability to handle complex queries and complaints, earning recognition for my performance, including achieving a 100 NPS score multiple times. My technical expertise in Office 365 products, combined with my strong organizational skills, allows me to tackle new challenges daily and build trust with clients and partners alike.
As a mentor and trainer, I enjoy sharing my knowledge with others, helping them grow their technical skills and improve their service delivery. I am passionate about continuous learning and always seek new technologies to enhance my capabilities and contribute to my team's success.
Experience
Work history, roles, and key accomplishments
Office 365 Support Escalation Specialist
Sherweb
Oct 2020 - Present (4 years 8 months)
Handled complex escalations for Office 365 products, led training sessions, and collaborated with engineers to resolve service incidents.
Office 365 Technical Advisor III
Sherweb
May 2018 - Oct 2020 (2 years 5 months)
Provided technical support for M365 Enterprise partners, solving issues related to Office 365 products and enhancing customer relationships.
Customer Service - Live Chat Agent
Atelka
Sep 2017 - May 2018 (8 months)
Handled customer inquiries via live chat, resolved complex issues related to Rogers accounts, and achieved high customer satisfaction scores.
Supervisor
Le Gout du Vietnam
May 2016 - May 2017 (1 year)
Managed escalated customer complaints and trained new servers. Mentored staff through simulated situations and provided constructive feedback.
Server
Le Gout du Vietnam
Oct 2012 - May 2016 (3 years 7 months)
Responsible for fulfilling customer needs during dinner service and through various communication channels. Recorded inquiries and complaints, solved customer service problems, and trained new staff.
Education
Degrees, certifications, and relevant coursework
Sherweb
Training, Information Technology
2020 - 2020
Trained as an Office 365 Support Escalation Specialist, specializing in resolving complex issues related to Office 365 products and leading training sessions for team members.
SHSherweb
Training, Information Technology
2018 - 2018
Completed training as an Office 365 Technical Advisor III, focusing on technical support and problem resolution for Office 365 products, enhancing technical and customer service skills.
Atelka
Training, Customer Service
2017 - 2017
Underwent training to enhance customer service skills specifically for the Rogers Business Live Chat Campaign, focusing on effective communication and problem-solving techniques.
CUConcordia University
Bachelor of Science, Mathematics
2012 - 2017
Studied Pure and Applied Mathematics, focusing on mathematical theories and their applications in various fields. Developed strong analytical and problem-solving skills through rigorous coursework and projects.
MUMcGill University
Training, Healthcare
2015 - 2015
Completed training in Palliative Care, gaining insights into compassionate care practices and the importance of support for patients and families during challenging times.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Salary expectations
Job categories
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