Andrew S.
Operations Supervisor - Technical Support
Open to offersNew to PlatformAbout
Andrew S. is an accomplished Customer Service and Technical Support leader with over 11 years of experience in industries spanning BPO, sales, and healthcare coordination. Demonstrating a proven track record, Andrew advanced from technical specialist roles to supervisory leadership, showcasing expertise in team management and operational excellence. In his current role at iQor, he leads a team of technical support representatives, focusing on achieving operational, quality, and customer experience targets. Andrew is adept at technical troubleshooting, quality assurance, and performance coaching, providing strategic feedback to enhance team capabilities and customer satisfaction. His experience includes supervisory positions in billing and chat support, where he managed productivity and service level objectives while resolving complex customer issues. Andrew's career is highlighted by his ability to handle escalations and implement process improvements, solidifying his reputation as a leader in technical and customer service operations.
Experience
Operations Supervisor – Technical Support
iQor - Bell Canada · 2025 — PresentSupervise a team of technical support representatives and ensure they meet operational, quality, and customer experience goals. Monitor performance metrics in line with established KPIs, while providing coaching and mentoring to enhance both technical knowledge and customer-handling abilities. Address customer escalations and guide representatives through complex technical challenges. Analyze performance trends to identify areas for improvement and collaborate with other teams to enhance customer experience.Operations Supervisor – Billing & technical chat support
iQor - Bell Canada · 2022 — 2025Oversee a team that delivers billing and technical support via chat-based customer service channels. Ensure achievement of service levels, quality, and customer satisfaction objectives through effective management of daily operations. Conduct performance reviews, coaching sessions, and implement targeted development plans. Support representatives in resolving complex billing and customer-service issues while handling escalated interactions.Technical & Sales Specialist
Asurion · 2022 — 2022Deliver technical troubleshooting and product support to customers. Guide customers through the resolution of technical issues while managing inquiries related to products and services. Identify sales opportunities that align with customer needs and provide solutions to enhance satisfaction and product adoption. Ensure proper documentation is maintained according to established support protocols.Dental Patient Care Chat Coordinator
Simplefeye · 2020 — 2022Facilitate patient support through digital chat channels, assisting with appointment scheduling and general inquiries. Maintain high standards of customer service in all communications while coordinating patient information with dental-office personnel. Manage multiple chat interactions effectively while ensuring accuracy and responsiveness, safeguarding confidential patient information according to established protocols.Subject Matter Expert (SME) – Billing & Technical Chat Support
iQor - Bell Canada · 2017 — 2020Serve as the subject matter expert for billing and technical chat support operations. Provide real-time assistance to representatives handling intricate customer issues, focusing on troubleshooting and escalation resolutions. Contribute to coaching and knowledge development within the team while identifying and communicating recurring issues and process gaps to leadership.Senior Technical Specialist - Remote Computer Repair
PCeSupport · 2015 — 2017Offer remote technical support and computer repair services. Diagnose a variety of hardware, software, and networking issues, guiding customers through the troubleshooting process. Assist with computer optimization, software configuration, and system maintenance, while documenting service details and ensuring timely issue resolution.
Skills & Expertise
Education
- College Level – MarketingCentral Philippines University · 2002 — 2006
- College Level – Software EngineeringCentral Philippines University · 2000 — 2002
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