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.

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..
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

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.
• 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”.

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.

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