Chris G. Email & Phone Number

Toronto, Canada Area

-Develop Reporting and Analytic Tools for Customer Success and Sales Teams-Create visual reports using T-SQL and Microsoft Power BI/Google Data Studio-Lead new project roll outs such as product hardware rollout and product integration beta-Develop and Streamline internal process for Customer Success and Customer Support Teams-Work closely with the Development Team to research and plan solutions to product issues-Solve product issues via direct access to the product database (SSMS/T-SQL)-Execute requests for custom client solutions from the Customer Success Team-Member of product strategy committee to direct new developments-Develop and maintain company invoice architecture

-Directly Manage the Client Support Team (Front-Line Support)-Create and maintain team KPIs-Manage volume for Client Support channels (Live Chat (Chatra), Phone, Email (Zendesk))-Oversee customer-facing support knowledge base (Zendesk Guides)-Engage in the interview process with prospective Client Support Representatives (CSR) to help grow the team-Develop internal reporting tools to assist in quality assurance monitoring (QA)-Provide mentoring and feedback to Client Support team members in both a team and 1-on-1 setting-Direct weekly meetings to inform the Client Support team of developments and changes-Further develop the Client Support role and search for new team responsibilities to adopt-Assist the Customer Success team to speed up client onboarding-Receive feedback from Client Support team to direct towards Development and Upper-Management teams (JIRA)-Develop internal documentation for process and policy

Toronto, Canada Area

-Establish customer billing cycles-Support customer success with billing inquiries-Process payments and refunds for additional services-Update payment status from 3rd party payment disbursements-Audit client payment histories-Generate reports and analysis of the invoice database-Work with financial and development team on design and implementation of billing system improvements

-Onboard new clients to the TapMango platform-Manage book of business for: over 200 Clients, using 380+Locations, providing $750,000 + Annual Revenue-Engage Existing clients to promote successful adoption of the TapMango platform-Assist clients with technical details of the TapMango platform-Help clients devise marketing and promotional strategies-Create Branded solutions for TapMango Customers---Design Customer Branded Keychain Tag---Brand Client in-store tablet using custom CSS---Provided branded, custom marketing material to clients---Implement HTML layouts for client information pages