Josie Wolliston

● 10+ years of experience delivering excellent customer support advancing through various positions to provide customers and clients with quality products and lifelong, lasting impressions ● Excellent organizational skills with a high ability to delegate and maintain food service operations in a fast-paced environment for multiple cruise ships with over 150+ clients in a timely and efficient manner ● Highly skilled in resolving time-sensitive problems while maintaining quality and safety standards ● Commitment to improving current processes, through innovative thinking, in efforts to increase both personal and team efficiency ● Proactive in learning outside the workplace through industry events, courses, and networking events ● Accomplished ability to quickly and accurately learn various forms of technology and software

• Ability to adapt
• ability to adapt to many situations
• Ability to stay calm in difficult situations
• Ability to work under pressure
• Able to manage multiple projects
• Accuracy
• Agile
• Appointment Scheduling
• Attention to detail
• Attribute
• Communication
• Communication Skills
• CRM
• CSS
• Customer service
• English
• Food service
• Google Workspace
• HTML
• interpersonal skills
• Leadership
• Linux
• Microsoft Excel
• Microsoft Office
• Microsoft Outlook
• Microsoft Word
• Multitasking
• Multi-Tasking
• Organization
• Problem solving
• Product Knowledge
• Sales
• Scrum
• Teamwork
• Time management
• VMware
• Windows
• written communication

1. Technical Support Specialist

   Eastlink

   Aug 2025 to Present

   Nova Scotia, Remote

   • Resolved a high volume of customer technical issues an a daily basis through phone, SMS and web chat while maintaining all metrics and an average of 5.1 CES • Troubleshot service interruptions, signal issues, modem/router problems, and device connectivity concerns using structured diagnostic steps, tools and internal procedures • Assisted customers with device setup, activation, configurations, and providing customer with education on Cable, IPTV, Phone, Internet, Email and Mobile

2. Support Specialist

   FreshBooks

   Aug 2024 to Feb 2025

   Nova Scotia, Remote

   • Build sustainable relationships and trust with customer accounts through open and interactive communication such as phone and live chat, while maintaining an efficient CES and AHT • Troubleshooting customer calls and emails through Zendesk, averaging 15–20 tickets per day • Guiding Customers on how to use the software efficiently through demo’s and walkthroughs

3. Customer Service Representative

   Eastlink

   Apr 2023 to May 2024

   Nova Scotia, Remote

   • Build sustainable relationships and trust with customer accounts through open and interactive communication such as phone and live chat while maintaining an efficient CES and AHT • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution • Managed high volume of incoming calls resulting from channel changes and consistently exceeded performance targets for call resolutions and customer satisfaction

4. Jr. Seamstress

   Notion MFG

   Oct 2019 to Dec 2019

   Toronto, ON

   • Assisted in Direct To Garment manufacturing by preparing garments for cutting, printing, and sewing • We performed inline inspections, pre-final audits, and final inspections in the Quality Control department. • Completed production deadlines by effectively collaborating with a team of sewists using Agile Methodologies

5. Kitchen Manager

   The Football Factory

   Nov 2012 to Jun 2018

   Toronto, ON

   • Educated team members on front-of-the-house procedures resulting in restaurant efficiency • Operated kitchen facility single-handedly to maintain profitability and low labour cost • Delegated tasks to co-workers to prepare various food items and created an efficient dinner service flow

6. Kitchen Manager

   ilFornello

   Apr 2012 to Sep 2014

   Ajax, ON

   • Developed a system that optimized food preparation stations by organizing products by the use-first system ensuring timely delivery of food to patrons of the restaurant • Upheld kitchen cleanliness in accordance with strict food, health, and safety regulations

1. NPower Canada

   Junior IT Analyst Program

   Vancouver, BC

   2023 to 2023

   14-week in-class training with hands-on experience including: ● Assemble computer components based on customer requirements ● Install, configure, and troubleshoot: hardware and software components ● Install, configure, and troubleshoot: Windows, iOS, Android, and Linux operating systems ● Networking basics: IPv6, network topologies, installing wireless and SOHO networks Security/forensics ● Mobile device installation/configuration: Laptops, smartphones, tablets ● Basics of virtualization, desktop imaging, and deployment ● Implementing preventive maintenance measures on workstations ● ServiceNow Foundations Training

2. Father Don Secondary School

   Completion of High School Diploma

   Oshawa, ON

   2010

• Google IT Support Professional Certificate