Edgar Flores Email & Phone Number

Vancouver, Bc, Ca

Vancouver, British Columbia, Canada

In this role, I'm responsible for:Subject Matter Expertise: Maintaining an in-depth knowledge of our SaaS products and services to provide expert guidance to clients and internal teams.Client Retention: Proactively identifying and addressing concerns of at-risk clients, building strong relationships, and serving as a trusted advisor.Optimization and Improvement: Consulting with clients to understand their needs, offering tailored recommendations, and driving continuous improvement.Continuous Improvement: Collaborating with management to refine our client retention strategy and adapt to evolving business needs.Communication and Documentation: Thoroughly documenting interactions to ensure clear communication and advocating for client feedback to drive innovation.

Vancouver, British Columbia, Canada

- Assist Client Support team with resolution of tickets by providing exceptional first-level support for our Ecommerce platform via email, telephone, and live chat- Support for managerial staff in managing escalated issues- Evaluate and identify opportunities for simplifying and/or improving support processes- Conduct training of new hires- Handle regular quality audits and report on the effectiveness of the client experience

Vancouver, British Columbia, Canada

Key Responsibilities:- Providing exceptional first and second level client support on our E-Commerce platform via email, live chat and telephone.- Owner of 200+ accounts- Taking ownership of Salesforce cases providing timely updates all the way to resolution- Created training material on Salesforce for customer service team (documentation and video)- Assisted with the transition to Salesforce for the Customer Service department- Trainer for new Client Success Specialist - Dedicated support rep to 3 premium accounts - Replicating and reporting bugs to the development team for further investigation via Jira- An advocate for the clients and work collaboratively with other departments within the organization to find solutions to problems and ensure timely resolutions- Promote additional services to clients that help them make the most of our product, create new feature requests as they arise and keep clients updated with progress- Form long lasting relationships with premium clients, and work hard to ensure that our platform helps them meet and exceed their goals for success.

Vancouver, British Columbia, Canada

- Providing support to team and clients - Responsible for pulling KPI reports from Salesforce on weekly basis - Scheduling 1:1 with team to discuss any issues and best practices for KPI improvements - Was a point of escalations alongside Manager to attend and address issues for clients- Continued with same responsibilities and task as a Customer Success Specialist

Burnaby, British Columbia, Canada

Key Responsibilities:•Investigated, managed and processed claims within a timely manner •Approving credit adjustments up to $2000 per account•Provided detailed information of policy, terms and conditions•Obtained proper documentation from customers•Assisted as client service representative when required•Assisted as floor support to Customer Care department first line of help when managers or supervisors are unavailable

Burnaby, British Columbia, Canada

Key Responsibilities :• Answered calls according to the service standards in a professional and courteous manner• Ensured appropriate action was taken in regards to customers inquiries or issues• Assisted as floor support - 1st line of help when managers or supervisors were unavailable• Handled urgent social media escalations - providing effective resolutions• Focused on complaint prevention strategies• Answered all account and billing inquires

Vancouver, British Columbia, Canada

Key Responsibilities :• Provided knowledgeable technical support and troubleshooting guidance related to network, Internet, cable TV, telephone, and computer issues• Delivered an exceptional customer experience while staying within support guidelines• Looked for opportunities to improve our business and elevate customer experiences• Promoted and sold the features, advantages, and benefits of Shaw products and services to our customers • Employ time management and multi-tasking skills to maintain high service levels• Thoroughly documented customer interactions and escalated potential issues• Provided feedback to leadership teams to improve environment

Abbotsford, British Columbia, Canada

Burnaby

Check in all members & guests in accordance with company proceduresAnswer phones in courteous, helpful, and professional mannerMaintain a professional atmosphere which makes members feel welcomePerform all activities at the POS cash counter and prepare reports of daily transactions Good working knowledge of computer applications including MS Word, Excel, and OutlookResponsible key holder for opening and closing of gym