Andre Paradis, Mba Email & Phone Number

At my current role, I provide second-level technical, data, and analysis to shared mobility, insurance, and mobile publishers. I have developed departmental and cross-functional relationships to understand the customers' needs and wants and to answer any technical questions or issues that may arise via Salesforce cases within the established Service Level Agreement (SLA). I continuly revise the library of knowledge articles and added/updated knowledge as necessary. I also host discovery calls to learn about the tools and products available to my department.

Dallas-Fort Worth Metroplex

In this tenure, I delivered training and coached a team of 15 Tier 1 technical support agents. I nurtured strong professional team relationships by employing strong interpersonal, communication, and leadership skills. I directed each agent to ensure compliance with ViaPath/ GTL and Tech Support policies with all executed procedures. I performed several key tasks, such as interviewing, recruiting, and onboarding of newly hired staff to increase team performance and company productivity.Key achievements and contributions:• Increased work efficiency by weekly chairing team meetings as well as providing one-on-one coaching sessions.• Drove major backlog count reduction and ensured SLA adherence to direct establishment of "RMA" backlog process.

Dallas, Texas, United States

In this tenure, I provided exceptional customer service through email, telephone, and chat mediums to customers in ViaPath Technologies research along with analyzing reported issues and forwarding them to the concerned team as per requirements. I ensured the maintenance of complete documentation regarding troubleshooting methodologies. I ensured submission of return merchandise authorization requests and follow-up till completion of all executed procedures. I rendered exceptional inmate services by delivering solutions to customer complaints. I directed evaluation and enhancement of call quality along with providing feedback to the customer service team.Key achievements and contributions:• Served as substitute group lead during staff unavailability and after-hours support.• Efficiently complete training one week earlier by demonstrating in-depth understanding of ViaPath Technologies software and all implemented processes.• Represented as the key contact person to lead resolution of touch pay kiosk issues raised during graveyard shift.• Employed Linux-based and VNC for problem resolutions.• Achieved position in top 5% in regards of resolving most cases on monthly basis.

Dallas, Texas

In this tenure, I steered inventory management and direct delivery of exceptional support for the multi-million worth of technology architecture at the airline. I played an integral part in collecting and organizing information from various sources, such as computer data and sales histories. I assessed and resolved problems in various fields as well as specialized areas.Key achievements and contributions:• Delivered constructive solutions to incident tickets on software, such as Service Now and email as well as walk-ups for client issues regarding Air Vault/SIS and My Boeing Fleet.• Provided exceptional hospitality service through automation support for 7.5K+ technical operations staff members to maintain inline workflow.

Dallas/Fort Worth Area

In this tenure, I ensured the implementation of statistical methods to evaluate information and develop solutions for business problems resolution. I directed the development of configuration SharePoint knowledge base provided with a site named "wiki" to increase performance and deliver customer support by establishing an advanced system application overview in Sabre DECS.Key achievements and contributions:• Oversaw various flight projects and coordinated as primary contact between customers and numerous external as well as internal batches to rectify issues relevant to software for company operations.• Created and implemented checklist to ensure completion of all relevant tasks. Key Contributes and Accomplishments:• Designed a checklist to assure the department runs at high quality and prevent omission of tasks which reduced customer complaints, and assure all task are complete with 100% accuracy, by all members of staff on a 24/7/365 operation• Self-taught on many aspects of the Sabre software due to being sole employee on the third shift, which results in complete independence from other team members and management during odd-hours• Restored aircraft data record due to corruption error. The quick fix avoided cancellation and delay of several flights on premium international routes.

Carrollton, Tx

In this tenure, I represented as an expert analyst to deliver exceptional first and second level support, along with ensuring complete customer satisfaction. I direct minimization in client escalation rate by addressing and resolving client queries through utilizing call medium. I provided assistance to subordinate members regarding real page products knowledge to enhance team productivity. . I served as a platinum support analyst for an eminent client, Camden Properties.Key achievements and contributions:• Carried out imitation procedures to design, develop, upgrade, and maintain system to attain 90% KPIs.• Achieved highest ratings for customer service satisfaction in 2015 by efficiently presenting product information, convincing customer service skills, and actively resolving customer queries.Key Contributions and Accomplishments: • Promoted to Product Analyst II in record time; one year.• Earned highest customer service satisfaction rating in 2015; demonstrated product knowledge, solid customer service skills, and ready resolution of customer issues• Platinum Support Analyst for high profile client, Camden Properties. Hand-selected by Product Support Manager based on my product knowledge, customer service and ability to break-down complex issues into easy to understand solutions• Selected to lead weekly conference calls to provide updates to clients and internal teams on a “Senior Living” software• Assigned Mentored to three junior analysts • Classroom instructor to new hires• “Agent in Charge” responsible for monitoring, supporting, and directing junior analysts on the closing shift• Acted as Supervisor to resolve software-related complaints and concerns from clients

Carrollton, Tx

In this tenure, I assisted Real Page software products relevant to inbound phone service requests received as per requirements of property management professionals. I delivered exceptional assistance regarding various senior analysts to fulfill advanced-level responsibilities within a set timeframe. I gained selection as one of four agents to support new procured software. I performed as Beta Tester for effective response and management plans prior to overall floor execution. I operated and tested software as well as hardware for new premises ahead of the departmental shift.Key achievements and contributions:• Nurtured strong coordination with the product management team to extent client required features and identified highest ROI features.• Selected to test software and hardware at new building location before departmental move and go-live date.• Led 40% enhancement in calls rate by responding to over 30 calls per shift.• Acknowledged as crest performer for 'first call resolution'.Key Contributions and Accomplishments:• Recognized for being top performer for “first call resolution”.• Took 25-30 calls per shift, which was 40% higher than peers• Beta tester for new processes, which provided constructive feedback and ideas to management before implementing to the rest of the floor• Selected to test software and hardware at new building location before departmental move and go-live date• Provided support to newly acquired software, only one of four agents selected to support this small, software• Assisted senior analysts in advanced-level responsibilities as time permitted

Cleveland/Akron, Ohio Area

In this tenure, I was the sole Flight Attendant onboard Bombardier Dash-8Q 200 aircraft. Provided safety and security of 37 passengers.KEY CONTRIBUTIONS & ACCOMPLISHMENTS:Provide training and mentoring to new hire flight attendants in an on the job and classroom setting.Work quickly and efficiently to assure on-time departure and quick turnaround times.Provided excellent customer service by completing multiple drink and snack services.

Master Of Business Administration (Mba), Business Administration, Management And Operations

Activities and Societies: Delta Mu Delta, Honor Society

Bachelor Of Science - Bs, Business Technology And Management