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.● Collaborated closely in the development, implementation, and continuous improvement ofour SaaS offerings to resolve software defects and platform outages. ● Collaborated with cross-functional teams including Product, CSM, Integrations, Sales, andConsulting to author internal and customer-facing articles in Nulogy's Knowledge Base with new supportarticles, videos, and training materials. Additionally, handled ongoing customer communications for technical Product Release Notes and for scheduled, unscheduled, or emergency downtime of applications or services.

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 contract inquiries.● 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