Adrian Thomas Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Addressed and resolved customer issues with their LMS platform through multiple communication platforms such working live with customers through Intercom chat functionality, managing personal queue through Zendesk ticketing systems, as inbound calls, scheduling and making outbound calls through Talkdesk and video/screen sharing platforms such as Zoom or Teams.• Analyzed and diagnosed root causes of issues through use of troubleshooting skills such as attentive listening, clarification and confirmation of the issue's symptoms, replication of problem before taking action, and providing solutions or alternatives to solve the problem • Devised and provided innovative solutions and processes to achieve the results needed for specified use cases, through available features in the platform when possible, without the need for custom code or development to achieve desired result• Educated clients on platform features, and provided ways to optimize and improve their current processes and procedures• Achieved and maintained an impressive 10% average ratio of positive customer reviews to ticket closures for entire quarters• Collaborated with other departments and advocated for client with management to ensure issues are escalated when required and tickets are updated and resolved in a timely manner.

Toronto, Ontario, Canada

• Devised and implemented several new policies and procedures to improve efficiency, increase productivity and even reduce missed payment transactions by a weekly average of $20K.• Installed and upgraded applications and services for new team members and provided training and troubleshooting for issues and errors, and spearheaded an increase in the department’s software dexterity.• Co-ordinated high volumes of email and phone call communication between multiple vendors & sales reps.• Generated sales transactional documents, such as invoices, proformas, open order reports, claims, and credit/debit notes.• Handled system transactions such as credit cards pre-authorizations and payments, cheque deposits, credit approvals, collections on overdue accounts and accounts maintenance.• Oversaw the logistics of sales orders through multiple couriers (UPS/FedEx/Canpar), troubleshot and solved deliveries issues.

Toronto, Canada Area

• Processed high volume of tickets using DeskPro Helpdesk to accomplish requests regarding account maintenance, billing, sales and technical issues, and consistently took the most calls every month in the department .• Troubleshot L1 technical problems involving connectivity, hardware settings and malfunctions, service outages and VOIP customization.• Acted as first point of contact via phone, email, or online chat for commercial and residential customers inquiring about Beanfield services.• Coordinated with the transitioning of Telus customer base following the acquisition of the CityPlace network.• Oversaw promotional events and campaigns hosted in high traffic areas of downtown’s condominiums

- Acted as a regional coordinator and key liaison between Western Union and its business agents- Provided overall support for Vendors and Master Agents in the negotiation and gathering of KYA (Know Your Agent) documentation and data input - Organized business agent data into spreadsheets to keep track of locations requiring additional documentation, follow ups or escalationsAs a Junior Project Coordinator, I ensured open communication of all parties associated with Western Union Financial Services. I ensured the company's database was accurately updated and timely. I worked as a team player to manage issues and de-escalate conflict situations regarding the Agent due diligence process.

• Met and exceeded monthly sales targets every month of employ, through contacting previous and current customers with promotions to encourage upgrading their services.• De-escalated conflicts and resolved issues with clients by making necessary accounts adjustments & changes as seen fit• Made & received calls from customers regarding account, products, promotions, services, rates & policies, placed orders and scheduled service installations per client’s requests.