Open to opportunities

Steven Higiro

@stevenhigiro

Message

I resolve bilingual customer and technical support issues across high-volume phone, email, and chat channels.

Canada

Message

What I'm looking for

I'm looking for a customer experience or technical support role where I can use bilingual communication, troubleshooting, and case-resolution skills to help customers in a fast-paced environment, particularly with technology or smart home products.

I've supported customers at Docupet, Gexel, and Rogers Canada, resolving account, licensing, registration, billing, connectivity, and access issues in high-volume environments.

At Docupet, I guided pet owners through online systems, maintained detailed interaction records, and collaborated with internal teams to resolve complex concerns and improve workflows.

I provide fluent English and French support with calm, empathetic communication, technical troubleshooting, de-escalation, and accurate case follow-up across phone, email, and CRM platforms.

Experience

Work history, roles, and key accomplishments

Customer Inquiries Support

Docupet

Jan 2024 - Dec 2025 (1 year 11 months)

Managed high-volume customer inquiries via phone and email, assisting pet owners with licensing, registration, and account issues. Maintained detailed records and collaborated with internal teams to resolve complex issues.

Customer Support Phone Support Email Support Documentation CRM De escalation Empathy Collaboration

Customer Representative (Remote)

Gexel

Sep 2022 - Dec 2023 (1 year 3 months)

Resolved customer issues and handled escalated concerns while delivering bilingual support. Balanced sales goals with high-quality customer experience standards and scheduled appointments for clients with the tech team.

Customer Support Bilingual Support De escalation Sales Appointment Scheduling

Call Center Agent

Rogers Canada

Mar 2020 - Jul 2022 (2 years 4 months)

Provided technical and account support for telecom services via phone and email, diagnosing and resolving billing, connectivity, and account access issues. Documented interactions in CRM systems and supported customers in both English and French.

Technical Support Billing Connectivity CRM Documentation Bilingual Support Troubleshooting