ALVIRA TIDA
Te Atatu,AUK
Summary
Dynamic and results-driven Customer Resolutions Team Leader with proven expertise in leading high-performing support teams, resolving complex customer issues, and delivering outstanding service across multi-channel platforms. With a strong background in the home services industry at Reliance Home Comfort (Canada), I bring a deep understanding of customer expectations, and the operational leadership required to exceed them.
Skilled in coaching and empowering teams, I foster a culture of accountability, empathy, and continuous improvement. I have a track record of improving service KPIs, driving first-contact resolution, and implementing process enhancements that lead to long-term customer loyalty. Confident in system integrations and change management, I ensure smooth transitions while keeping the team engaged and performance-focused.
I’m passionate about creating seamless customer journeys and collaborating across departments to turn insights into impactful actions. Ready to bring energy, initiative, and a customer-first mindset to help shape a better everyday experience — for both customers and team members.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Contact Centre Representative
Amplifon
Auckland
03.2025 - Current
- Maintained and updated over 500 client records within the CRM system, ensuring data accuracy and integrity.
- Analysed customer appointment trends and created reports to support resource planning and operational improvements.
- Provided empathetic and professional customer service via phone and email.
- Supported marketing campaigns and tracked customer engagement metrics.
- Achieved a 95%+ customer satisfaction rating during service audits.
- Maintained 100% accuracy in CRM updates and data entry.
Customer Resolutions Team leader
Reliance home comfort
Canada
01.2022 - 12.2024
- Led a high-performing resolutions team, overseeing daily operations to ensure prompt, empathetic, and effective handling of escalated customer issues across phone and email support channels.
- Coached and mentored team members through regular one-on-one sessions, performance check-ins, and ongoing support to build capability, engagement, and accountability.
- Monitored performance metrics such as customer satisfaction (CSAT), first contact resolution (FCR), and average resolution time to drive continuous service improvements.
- Collaborated with cross-functional teams including service technicians, dispatch, billing, and sales to resolve complex issues efficiently and ensure a seamless customer experience.
- Supported system upgrades and process changes, communicating updates clearly to the team and ensuring smooth adaptation to new tools and procedures.
- Maintained up-to-date knowledge of company products and services, ensuring the team could deliver consistent, accurate, and brand-aligned customer support.
- Promoted a customer-first culture, encouraging team ownership and proactive problem-solving to consistently exceed customer expectations.
- Identified recurring service issues and process gaps, proposing solutions to enhance service workflows and reduce repeat contacts.
- Represented the customer voice in team and leadership meetings, advocating for improvements in systems, communication, and service delivery.
Customer resolutions Team member
Reliance home comfort
Canada
07.2021 - 12.2021
- Delivered exceptional customer service via phone and email, resolving escalated billing and service issues.
- Collaborated with cross-functional teams to achieve effective resolutions and enhance customer journey.
- Maintained accurate case documentation in CRM systems to ensure transparency and facilitate service improvements.
- Supported management by escalating recurring customer concerns and contributing to improvement discussions.
- Ensured communication aligned with company values, fostering brand trust and strong customer relationships.
- Developed problem-solving skills that transformed negative experiences into positive outcomes.
- Staying informed on products and services enabled clear support for diverse customer queries.
- Exceeded performance targets for first-contact resolution, customer satisfaction, and response times.
Customer Service Representative
Turbo Tax Canada
12.2020 - 05.2021
- Company Overview: Remote
- Assisted clients with tax filling software via phone, chat and screen sharing.
- Provided step by step technical support and resolved common filling issues.
- Guided users through documentation and prefile verification.
- Remote
- Maintained a 95% customer satisfaction rating.
- Handled 60+ client inquiries daily during peak season.
Customer Service Representative
Reliance Home Comfort
02.2019 - 12.2020
- Company Overview: Remote
- Responded to service inquiries about home heating, cooling and plumbing solutions.
- Scheduled technician visits and explained product/service plans.
- Resolved complaint and billing issues professionally and promptly.
- Remote
- Reduced average call resolution time by 20%.
- Frequently praised in customer follow-up surveys for professionalism.
- Successfully cross-sold service protection plans to qualifying customers.
Education
Master's Program - Data analytics
SimpliLearn
01.2025
Diploma - Accounting
George Brown College
01-2019
Bachelor of Commerce -
Calorx Teacher's University
01.2016
Skills
- Python
- SQL
- Excel (Advanced)
- Power BI
- Data Cleaning
- Dashboard creation
- Relational Databases
- Jupyter Notebook
- Analytical Thinking
- Problem Solving
- Communication
- Time management
- Team Collaboration
- Customer Service
- CRM software
- Team leadership
Certification
- SQL for Data analytics
- Python for Data Science
- Advance Excel for Data professionals
- Power BI
- Tableau Fundamentals
References
Available on request.
Timeline
Contact Centre Representative
Amplifon
03.2025 - Current
Customer Resolutions Team leader
Reliance home comfort
01.2022 - 12.2024
Customer resolutions Team member
Reliance home comfort
07.2021 - 12.2021
Customer Service Representative
Turbo Tax Canada
12.2020 - 05.2021
Customer Service Representative
Reliance Home Comfort
02.2019 - 12.2020
Master's Program - Data analytics
SimpliLearn
Diploma - Accounting
George Brown College
Bachelor of Commerce -
Calorx Teacher's University
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