Delice Davis Email & Phone Number

Toronto, Ontario, Canada

• Delivered SaaS business support, troubleshooting, and on-demand training by email and phone for key suppliers of the world’s largest supply chains such as Proctor & Gamble, Mars, Nestle, Colgate, and others.
• Investigated B2B Integrations (EDI) transmission failures using ASNI x12, XML, and custom formats.
• Completed regular report creation for customers on a weekly, monthly, or as-needed basis using pre-created or manual SQL queries.
• Accurately logged all customer communications in Zendesk, and linked tools such as Jira, Trello, and Slack.
• Managed customer expectations appropriately and consistently followed up on promises and time commitments.
• Maintained and updated knowledge of customer business processes, best practices, software system processes, and their relationships.

Toronto, Canada Area

• Provided first-call resolution support and maintained high-level account access percompany policies for business and residential customers, including secure account updates, billing inquiries and adjustments, and alarm.
• Educated customers on security processes and procedures for alarm monitoring, dispatch,response times and methods, contract details, as well as account billing.
• Documented and forwarded detailed accounts of system errors and/or defects to our productteams for resolution, future application updates, and site releases.
• Guided first-time Alarm and Home Automation users through set-up and customization tofit their personal or family’s changing needs.

Toronto, Canada Area

• Responded to all technical issues related to programming, usage, and installation of our alarm panels, cameras, and peripherals, whether by a trained technician or through self-installation best practices.
• Provided first-call resolution support and maintained high-level account access percompany policies for business and residential customers.
• Educated customers on security processes, procedures, and best practices for alarm monitoring, dispatch, active alarm response, contract details, and basic account billing.
• Documented and forwarded detailed accounts of system errors and/or defects to our productteams for resolution, future application updates, and site releases.
• Guided first-time Alarm and Home Automation users through set-up and customization tofit their personal or family’s changing needs.

Mississauga, Ontario

• Handled scheduled Canadian report reviews on technical entries, payment transactions, and discrepancies at local, regional, and country levels.
• Hosted twice-weekly technical training video conferences and provided scheduled and on-demand one-on-one technical guidance for our Sales Representatives.
• Provided ongoing employee technical training and onboarding for Canadian office staff.
• Provided on-site technical and high-level customer support to CA and US staff, as knowledge expert, desktop set-up and maintenance, and relay for our US Help Desk team.

Mississauga, Ontario

• Handled inbound and outbound communications for high-level technical and customer service support.
• Completed technical writing and copy-editing of Silpada’s Canada-wide-distributed technical learning manual as well as documentation for our field-facing training and resource website.
• Hosted twice-weekly technical training video conferences and provided scheduled and on-demand one-on-one technical guidance for our Sales Representatives.
• Provided ongoing employee technical training and onboarding for Canadian office staff.
• Provided on-site technical and customer support to CA and US staff as a product knowledge expert, for desktop set-up and maintenance, and as relay for our US Help Desk team.

Mississauga, Ontario

Toronto, Ontario

Brampton, Ontario

Store 425, Brampton, Ontario