B2B Sales of Achitectural Door Hardware for Commercial and Residential Markets.B2B Sales of Automotive, Commercial, and Personal Security Devices.

Reporting to the Manager of Customer Relations and the Vice President of Service. Provide leadership and guidance for a team of up to 18 internal customer relations agents and technical support agents for the Digital Products Group.Help train internal staff on company policies, procedures, product knowledge, and trouble shooting skills.Help train outsourced call centre on company policies and procedures at their location and via telephone conference.Help oversee daily operations of outsourced call centre by providing direct support to call centre managers and agents. Conducted weekly meetings with outsourced call centre to make sure service levels meet stipulated targets set by Toshiba management. Problems with call centre metrics identified and solution/s put in place to correct the deficiency. Participated in technical support meetings with outsourced call centre that included technical trainers from Toshiba as well as members of the internal technical support team. Problems identified and solutions/answers formulated and provided.Worked with all departments within Toshiba Canada to help resolve customer and internal issues;Service, Parts, Logistics, Sales, Marketing, Accounts Receivable, Accounting, IT, Legal Department, the Presidents Office in Canada, and the Service Escalation Group in Tokyo Japan. Supported products ; ( Televisions, Notebook Computers, External Computer Monitors, Internal and External Hard Drives, DVD and Blu-Ray players, Digital Cameras, external DVD Burners, External Sound Bars, and Portable Audio equipment.)

Reporting to the Customer Service Supervisor and Customer Service Manager.Achieve service level goals set by the Customer Service Manager.Provide technical and non-technical support to external and internal customers.Team player, able to work with many different people without any problems.Supported products; ( Television, DVD player, Blu-Ray player, VCR, DVD/VCR, DVD Recorder, and portable mp3 player.)Worked with the following departments; ( Service, Parts, Sales, and Marketing )

Reporting to the Supervisor for Board Repair and the National Service Manager.Electronic board repair at the component level.Trouble shoot and diagnose electronic and mechanical faults on office products and repair the fault.Products serviced; ( Photo Copiers, Fax Machines, Business Telephone Systems ).Worked with the following departments; ( Parts, Warehouse, Field Service Engineering )

Reporting to the General Sales Manager, Consumers Electronics.Processed orders from Toshiba sales representatives and from dealers into system.Provide administrative assistance to sales representatives and dealers;( resolve problems with orders, provide product availability dates, provide product arrival dates, release orders according to product allocation from sales management. )Worked with the following departments; ( Sales & Marketing, Warehouse, Accounts Receivable )

Reporting to the Parts Manager and the Service Manager.Sell Toshiba Electronic components and parts to walk in customers and walk in service providers.Generate order in computer system. Print order, pick order, confirm order is correct, process/take payment either cash, credit, or on account.Create work order for defective Toshiba products brought in for in warranty and out of warranty repair.Capture customer information, product information, fault description., take product from customer and place on repair shelf, provide customer claim check, provide estimated time to repair product.Take claim check from customer when returning repaired or unrepaired products back to them.Explain what was repaired on the product and why, or explain what was not repaired and why. If necessary have the technician that repaired the product speak to the customer directly.Process payment if repair not covered by warranty or out of warranty. Have customer sign work order as being completed and close the work order.Help conduct parts inventory when required.Pick parts according to location on parts picking order. Pack the parts and ship to the customer.