Hans Chery Email & Phone Number

• Responsible for providing customers technical support, system configuration, and troubleshooting of the LeadPerfection CRM platform tailored for the home remodeling industry.
• Point of contact between the development team and the end users from all levels of the organization when requesting to implement new functions and features.
• Active participant in weekly sprints and a voice for the users when presenting feedback about the CRM platform.
• Designed and implemented custom HTML email templates based on the clients’ design specifications and are further configured for automated communication.
• Actively provided suggestions on how to improve internal processes within the organization to better serve clients. This improved team efficiency and turnaround time by twenty percent.

Plantation, Florida, US

• Engage in user support interactions via telephone, chat and email platforms and enter service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Actively identify and evaluate trends to present solutions and maximize efficiency, including a 40% reduction in issue-related calls to the Service Desk.
• Empower company employees to resolve simple maintenance requests by drafting Standard Operating Procedures (SOPs) and training leadership on implementation and execution, which led to a significant decrease in customer.
• Analyze user concerns and issues and identify troubleshooting methods needed for quick remediation such as educating end users on simple resolutions.
• Develop and test new service tools to improve Service Desk capabilities and process flow, which resulted in increased efficiency and productivity within the company.
• Participate in strategic meetings to discuss customer concerns regarding product usage, promote improved user experience, and present possible solutions to recurring challenges.

• Worked closely across the Trading, Technology, and Operations departments to identify, research and validate trading strategies and to keep technology up to date for the financial advisors.
• Analyzed and resolved customer support requests within the organization's issue tracking software.
• Followed appropriate escalation procedures on complicated inquiries to ensure quality customer service.
• Collaborated with the Finance department to generate daily, weekly, and monthly status reports.

Norwalk, CT, US

• Served as the business analyst for the Development Team and the liaison between domestic and international developers, analysts, and project managers to collaborate and expedite incident resolutions.
• Conducted and supported new application implementation among internal departments to include partnering with international developers, determining scope of work, assisting to design new applications, and testing new.
• Installed, configured, maintained, and provided ongoing configuration management for the organization's custom application designed for customer management, payment processing, and request management.
• Documented procedures and business processes, shared information with appropriate stakeholders, and translated client data and requirements into configuration data and requirements for process improvement.

Norwalk, CT, US

• Diagnosed and quickly resolved user system functionality issues to increase customer satisfaction.
• Provided occasional Level 2 (Desktop) support for requests incidents and new hire orientations.
• Helped streamline repair processes and update procedures for support action consistency.
• Single-handedly provided IT support for HomeServe USA’s relocation from Florida to Connecticut to include providing 24/7 support, building a new Service Desk team, drafting Standard Operating Procedures (SOPs), and.

Norwalk, CT, US

• Responsible for retaining customers requesting to cancel their service plans.
• Investigated and provided resolutions for account errors or inquiries.
• Assisted with diffusing escalated customer issues.
• Provided floor support training and onboarding for employees.

Norwalk, CT, US

• Educated customers on promotions to enhance sales.
• Emphasized product specifications to meet customer needs.
• Offered additional products during upsell opportunities.
• Maintained customer accounts and relationships.