Bibin Sunny

Technical Support Consultant @Rogers Communications

Toronto, ON, CA

Resolved 50+ daily technical inquiries for Ignite TV, Internet, and Smart Home products with 95% first-call resolution• Diagnosed and resolved complex network connectivity issues, including Wi-Fi optimization and router configuration• Utilized remote access tools to troubleshoot customer devices and network settings• Managed customer escalations and coordinated with Tier 2 support for advanced technical issues• Maintained average customer satisfaction score of 4.8/5 through effective communication and problem resolution• Documented all customer interactions in CRM system, ensuring accurate ticket tracking and follow-up