Ashur Shamon Email & Phone Number

Toronto, Ontario, Canada

• Manage the Professional Services business including 15 direct employees.• Report to Director and CEO with full accountability for profits and losses.• Plan annual and monthly forecasts with measurable, quarterly goals based on data-driven results.• Coordinate Leadership team in reaching revenue goals and company-wide objectives.• Spearhead client projects by consulting, planning, customizing, implementing, and training.• Oversee all budgeting, hiring, training, and employee growth efforts.• Motivate team collaboration and support structure to cohesively learn and grow together.• Design processes to improve internal communication and facilitate cross-functional collaboration.• Liaise with Product and Services teams to improve the customer journey.• Arbitrate customer disputes and negotiations.

Toronto, Canada Area

- Act as a mentor and stake holder across the company. Motivate and Inspire!- Work with the Product Managers and other stake holders to strategically steer the vision of our SaaS platform.- Kanban, Agile, Retrospectives, JIRA.- Provide technical and business expertise to our teams and ensure that best practices are applied.- Help the Senior Manager of Services + Product Manager(s) to create/maintain best practices and design guides.- Assist in the hiring and on-boarding of new Professional Services Consultants.- Lead the Professional Services and vertical Product team towards Company/Team/Personal Goals. Responsibilities include driving Department Revenue, Productivity, OKR's, Retention/NPS, and vertical Product updates. Win and Celebrate Together!- Manage client project life cycle from inception all the way through to implementation and training.- Handle client check-ins and escalations.

Toronto, Ontario, Canada

- Investigate and handle critical cases and interface with other departments for case resolution.- Provide analysis and reporting of overall work flow and staff productivity including KPI’s.- Listen to inbound/outbound calls in order to determine progress of individual agents.- Recommend, develop, and improve processes to maintain the highest level of customer satisfaction and accuracy.- Coach/develop agents to meet expectations and provide open and consistent communication.- Coordinate the staffing and training requirements with HR and customer care operations.- Assist Managers and Office Of The President with high priority escalations.

Toronto, Ontario, Canada

- Act as a point of contact and respond to incidents reported through internal and external sources- Analyze, validate, and attempt to replicate issues whenever possible- Generate trouble tickets for issue reporting and assign to the appropriate work group- Offer feedback into gaps in processes/tools with opportunity for development- Provide weekly reports into impacting issues to the Manager of Tier II- Propose, create, and submit Change Requests as required- Represent Care as a stakeholder for UAT test validations- Suggest input to various support groups in an effort to prevent possible defects in production