Ernest R. Email & Phone Number

Virginia Beach, Va, Us

Norfolk, Virginia, United States

Proactively make quarterly outbound calls to designated customer base. Focused effort to provide an exceptional customer experience while supporting the needs of the dealership. Passionate in delivering the first-in-class experience to Powersports dealers with an overall commitment to excellence. Maintain customer advocacy of the business.Assist customers to post implementation for a smooth transition out of the implementation process.Escalation point for unresolved customer support issues.Ownership of identifying customer concerns and providing a timely and documented resolution.Informing, recommending, and offering product upgrades within the DMS cloud-based software.Accurately and consistently document all customer contacts, issues, and concerns within Salesforce and other ticketing software.Work collaboratively with support, implementation, sales, and product teams to drive initiatives and be the voice of the customer.Knowledge of DX1 software and overall dealership operations to ensure optimal customer usage and maximized efficiencies within the software.On-site dealership visits for training, implementation, and customer care.

Norfolk, Virginia Area

Systems account administration.Maintain availability in phone queue, answering questions ranging from how to find data in the DMS to more complex questions.Monitor the email queue to provide timely responses to questions/issues provided via email.Document calls through a ticketing system to track issues received via phone or email.Assist Powersports personnel with hardware and software installs.Provide access rights to DMS including data setup for new users.Perform troubleshooting DMS remote sessions.Monitor and maintain data/lead import and exports through the DMS application.Provide website editing troubleshooting.

Chesapeake, Virginia

Provided support and technical skills to customers and other departments with exceptional customer service by phone, email, and chat room. Perform some administrative and office support activities. Ensured continuity of services offered by providing assistance with clients. Assured continuity of the computer system for all system users. Worked directly with customers to provide services and help resolve API web service integration problems. Used discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns. Performed requests for assistance and problem resolution from company customers via phone, chat systems, and email. Collected detailed information to categorize request in order to determine method of resolution. Exercised sound professional judgment in analysis of problem in order to: (1) attempt solution by phone/chat/email, or (2) decide proper level of escalation required to solve problem. Proactively learned and utilize new technologies, concepts and procedures as appropriate. Troubleshooted call scripts and SMS messaging that were used with API web services. Learned the basics of programming, such as C#, Json, PHP and VBScript.

Virginia Beach, Virginia

Systems account administration.Maintain availability in phone queue, answering questions ranging from how to find data in the CRM to more complex questions.Monitor the email queue to provide timely responses to questions/issues provided via email.Document calls through a ticketing system to track issues received via phone or email.Assist auto sales personnel with hardware and software installs.Provide access rights to CRM including data setup for new users.Assist with testing of new system upgrades/ Host CRM webinar training.Monitor and maintain data/lead import and exports through data integration applications.

Bachelor Of Science In Information Technology, Advance System, Networking, And Lan/Wan Management/Manager, 3.86

Associate Of Arts In Information Technology, System, Networking, And Lan/Wan Management/Manager, 3.86