Eric Makashi Email & Phone Number

Foss National LeasingBilingual client Service Feb 2020 to present Day to day support to customers providing guidance and solutions to their inquiries by phone or email at a timely manner Prepare selector quotes, new vehicle orders and various reports  Manage and track individual as well as team assigned cases using Salesforce within predetermined OLA’s Update and maintain internal databases while ensuring a high level of accuracy Pro-actively assist Account Managers with shared accounts portfolio with the transition of accounts when appropriate Assist clients with strategic planning to evaluate fleet needs and provide best solutions Conduct client meetings, training sessions and other client requests as required Identify inefficiencies and suggest and implement fleet cost cutting measures Complete client and prospect specific projects Provide back up support to the Client Services Team Learn products and services and undertake internal development and training Follow company defined policies and procedures Other duties as assigned

Markham

Order Management and Fulfillment. Ensure that orders are entered into the system with little error (99.9% accuracy rating); this includes correct dates, ship from and ship to warehouses, carriers, quantities and pricing.Identifies and actions case fill issues; accountable for achieving 98.5% case fill for their customersIdentifies and actions on-time delivery issues; accountable for achieving 98% on-time delivery for their customersEnsures that all reports that affect service are closely monitored and actioned if issues arise e.g. Open Order Summary, Shortage Reports, Past DueCommunication to Internal and External Customers (primarily Sales and Customer contacts). Ensure prompt, pro-active communication to internal and external customers; includes regular service calls with customers and visits Supply stakeholders and customers with complete accurate data re: service results i.e. casefill and on-time deliveryAdhering and enforcing company policies and procedures. Ensure that company policies are adhered to by internal and external customers i.e. lead time policy, minimum order policy, and pool ship days.Investigate and resolve customer and carrier reported receiving discrepancies.Process debits & credits as identified on POD ( Proof of delivery)Manage Customer service general email in box approx. 200 emails per day

Markham

Listen to new hire calls for compliance and LEI dailySupport team as floor walker resource and live listening sessions as neededSupport the development of authentication/procedure compliance awarenessRemotely assess calls with compliance and LEI as goal of the callCoach specialist on outcome of compliance measurementsTrack specialist performance dailyPresent at New Hire debrief sessionsSend out compliance results and tips to the team

Toronto, Ontario

-Providing exceptional customer service to clients by resolving Customer Concerns while using differents systems (Gateway,Pega,Dpm,Host,C3 and S3).-Minimizing financial loss by applying the KYC and KYB process at every interaction.-Contributing to the team success by identifying sales opportunities, meeting and exceeding personal sales goals and while remaining compliant.- Advising and offering full range of products and services to meet customer needs.-Determining whether transactions are typical or related to money laundering.-Reporting any suspicious transactions or unusual activity by using the Anti Money Laundering (AML) and processing and submitting report for review.-Processing Cross-border Banking / wire transactions on time and accurately

Oakville, Ontario

-Maintaining a consistent and superior client experience -Responding to inbound calls and emails initiated by dealerships to achieve mutually satisfactory solution while complying with policies, practices and procedures.- Assessing, processing, auditing claims and follow-up as the situation requires by providing feedback and coaching. -Analyzing and reporting all fraudulent activity.-Consistent adherence to established audit and compliance guidelines- Single point of contact to assist dealerships in timely manner.-Resource for Zone Managers and dealers inquiries regarding policies and procedures. - Continuously promoting methods to improve quality service delivery. -Providing process improvement, recommendations that drive customer satisfaction and advocacy.

Oakville,Ontario

* Responsible for outbound and inbound calls to support Region cases handling as escalated by the Customer Relationship Center Tier1 agent.*Responsible for following up on cases at assigned dealers to ensure the dealer responds appropriately to the issues raised by the customer. *Managing financial assistance requests within agent delegation of authority and independently making decisions regarding financial assistance.*Reviewing and researching customer‘s inquiry to resolve issues that are non-routine in nature and gather information in order to determine the most appropriate response to customer.*Single point of contact for Dealers and Zone Managers to address all customer sales and service issue.*Empowered to make decisions using customer satisfaction tools to resolve customer concerns.*Responsible to manage all cases assigned to dealers to ensure the dealer provides quality, timely and professional response to customers who have contacted the Customer Contact Center.*Providing process improvement recommendations that drive customer satisfaction

Oakville,Ontario

-Provided front line customer service and problem resolution in timely manners.-Developed and maintained strong relationships with dealerships and clients while conducting day to day service activities-Identified, researched and resolved customer inquiries using computer system (Siebel)-Advocated on behalf of customer and escalate more complex inquiries to the appropriate individual.-Conducted regular follow-ups with dealerships and clients for additional policy information and for inquiries not immediately resolved.