Communicate strategy and provide recommendations to the customer success team that combine innovation and best practices to create an exceptional customer experienceContinually build upon Customer Success best practices to handle escalation callsPerform call monitoring and meet periodically with Level 2 & Level 3 Customer Success Specialists to provide coaching on observed trends and/or areas for improvement.Work with the Customer Success Supervisor team to develop and improve internal processes for handling complex accounts/escalations which includes reference materials, talk tactics, templates, and best practices for communicating effectively with customers.Provide training insight on how to negotiate with customers to renew contracts and retain businessAnalyze negative customer experiences, compiling observations on patterns that can be translated to training opportunities or process improvements.Collaborate with cross-functional team members in the customer success, sales, onboarding, product, and marketing to drive capabilities and retention strategies based on customer feedbackMeet with the respective departments to propose customer retention solutions

Team Leader:Manage and lead all members of the Lead Generation team. Ensure each member is aligned with the current strategy of the company. Aware team and individual short, medium, and long term goals & targets.Lead Generation:Using calls, emails, social media to ensure that XMAs are hitting their quota of weekly and monthly IPAs. Ensure you are a leader that is able to be the example of what you wish to see in your team this includes you making daily calls as part of your position. Recruiting, Training & Upleveling staff:Ensure all new staff members are thoroughly trained around all lead generation processes. They are continually learning and staying up to date with industry-related topics and each department across the company. Reporting:Collecting all data within the department and presenting weekly results/reports to the leadership teamSystems and Strategy: Creating company-wide lead generation strategy Designing improved lead generation systems (such as ZohoCRM, Notion, calling scripts, call recordings, training and development processes) Reporting to the CEO on short, mid and long-term proposed strategies aligned with company growth plansExtraordinary Customer Experience Improve lead generation departments' relationships with potential and current customers to improve their overall customer experience. All people that interact with XM should feel like they are uplifted and energized and we always aim to give value wherever we can. Your role is to improve the overall customer experience in your department from transaction-based cold calling to value-driven interactions

Continually update my Rogers business and marketplace knowledge. Be seen as a visible leader, supporting employees culture that fosters performance by setting objectives and expectationsOversee team and individual progression, identify and provide development opportunities, focusing on retention of agents, weekly and monthly recognition and improving scorecard month over monthBuild and continually encourage a culture of creative and non linear thinking, independent and balanced decision making, ownership and accountability, developing a self-managed attitudeCoach business consultants to understand the customers business and to provide a tailored solutions based on business information providedAn enthusiastic team member, with a goal towards excellence, working cooperatively with regional partners within business care to develop programs and procedures that will return operational efficiencies and employee satisfactionA strong partner by building relationships with internal groups such as sales, marketing, tech support and various other support groups to foster trust in collectively meeting and exceeding customer expectationsSales training and development of skills on a weekly basis, focusing on KPI, updating on new products and services.Managing agents schedules, absence reporting, working closely with HR on procedures.Daily coaching sessions with agents on performance, career development, mentoring on personal agendas.

As a license holder for the RestorFX product, I was given a territory to dominate. Targeting mostly dealerships, I researched key contacts, setup a face to face, and presented product offerings. A high percentage of acquiring their business on the first meeting was a great metric that I constantly developed and enhanced. Asking questions and presenting new products allowed me to constantly meet clients and continually request business. Continually develop relationships with key decision makers by email, phone and face to face.Quickly establish rapport with management to acquire business immediately or within a very short time frame. Usually the same day I introduce myself.

Being a trustworthy consultant for all my customers. I use that word on purpose, many times customers already have a preconceived perception of car salesmen, either by work of mouth, TV or personal experience. My job is to make them feel comfortable, enjoy the process and put a smile on their faces during the whole process.

Changing the way cars are bought!

As the CSM, I work directly with new clients through each lifecycle of the on-boarding process. Implementation of their data for the use of the cloud software, analyzing customers work environments and providing solutions for implementation of processes and procedures. I am also the main point of contact for all questions and training requests, constantly contacting the client, developing training materials and suggesting better use of the software are some of my duties.Working closely with sales, I would participate in sales presentations to answer questions and to provide information based on their industry.Travelling to clients sight to aid in training, deployment of hardware and software. Working closely with clients to develop procedures for inspections and identifying other uses of the software that was not identified previously.

Providing 2nd level support for clients across the globe. Implemented new procedures for case documentation updated and create new SOP's and installed and created new applications in Salesforce. Administrator for Salesforce service cloud for helpdesk providing 2nd level customer support.Manager for 2nd level support team, providing support for clients across the globe.Created and implemented customer satisfaction survey using salesforce to be sent automatically when a case was closed, using triggers and workflow rules.Developed reports on call metrics, cases opened, closed and resolved on first call. Provided the reports on a weekly and monthly basis to Vice President of customer retention. Implemented a contracts database for new and existing clients, created a step by step manual to be used by accounts receivable to now have a central database of contracts, previously it was all on paper.Created and configured Amazon EC2 cloud servers for clients. Implemented backups, EBS and email servers. Created SOP's (Standard Operating Procedures) for cloud implementation.Updated and maintained the Helpdesk SOP's to be provided to customersCreated a welcome package to be delivered to new clients.Developed new procedures on contacting support as well as updating the knowledge base for the customer service portal in Salesforce.Updated the salesforce database of client information, created new procedures for helpdesk ticketing steps and provided constant updates to clients via salesforce.Created new workflows and triggers for case creation, case closures and survey requests.

Created training manual and developed training procedures for new hires. Providing technical support for all retail stores across Canada. Supporting point of sale machines, debit cards, accounting, pharmacy support and work force management. Organized and created the IT Service Desk training manual, which provides new agents proper training materials, quicker turn around time and higher retention.Providing 24/7 technical support on a rotational schedule. Including weekends and overnight support.Configuring and troubleshooting servers using tinyterm to diagnose and provide a quick resolution for server issuesHelping pharmacy with billing and program issues, using Pharmanet, T-rex and Health Watch Next Generation. Installing and configuration of pinpads, co-ordinating with Moneris to activate pinpads and thoroughly documenting actionsHelping agents with any troubleshooting issues and providing quick resolutions to customers questionsTroubleshooting printer issues and co-ordinating with IBM to provide onsite support for major issuesProviding Work Force Management support, which included statutory holiday pay issues, schedule generation and publishing, termination of employees, and any issues regarding pay.

Providing onsite technical support for internal and external employees. Supporting faxes, printers, pc's, office by email or phone support.Installing and configuring new laptops for field employees as well as internal pc configurations using ghost and direct install of software.Training new employees on office procedures, location of resources, phone support and ras/vpn training.Ticket creation and handling for calls and on site troubleshooting performed using Remedy.Exchange 2003 account creations and updatesOffice XP support and training.Migrated existing users from windows 2000 to Windows XP. In charge of the laptop roll out for new and existing sales force located across Canada. Provided 50% technical support over the phone and 50% technical support on site.Blackberry support for 7280, 7290, and 8700 for BES activation, setup of desktop software, plus training for new and existing users.

• Consistently maintained and exceeded requirements for utilization of team work hours.• Participated in General Managers meetings to discuss and implement new requirements for the business• Mentoring new employees in adjusting to environment. Guiding them on a weekly basis to ensure they are following the set curriculum.• Resolved customers issues due to the technician or product by phone and resolving their issues quickly • Agents handled large cases that involved either 1 day to resolve or 2 weeks to close the case. • Mentored and guided two supervisors for the team, on how to motivate and develop respect amongst the team.• Documented all metrics and presented to the team for clarification• Quickly turned around any issues that were presented.• Quickly turned around any issues that were presented.• Conducted weekly team meetings to discuss the business for the first part of the meeting, then having an open forum for any issues brought forward by the team• Successfully handled irate external customers who were not satisfied by either Microsoft products or service.• Motivated team to acquire certifications for MCSE, MCP and Exchange Certifications. • Wrote clear goals for the team to achieve and discuss the goals on the weekly meetings• Conducted one on one meetings to give feedback on work and to discuss progress on the helpdesk.• Experienced with developing and managing Service Level Agreements• Ability to demonstrate initiative through proactive actions at appropriate times.

Managed and mentored 20 analysts in the day-to-day process and procedures in the helpdesk environment. Measured performance using data collected using different software and reported cost to the customer on a weekly basis.• Monitored and documented call volume and organized the schedule according to call trends• The CSC Team Leader has overall responsibility for day-to-day operations reporting to the Front Line Manager. Handling end user/account escalation's• Providing root cause analysis data on CSC SLA's/Objectives, Acting as SME in transition or change activity. This can include interfacing with the customer. • Coaching agents with feedback from Customer Satisfaction Surveys, Agent Switch Productivity, and escalations and through other general performance observations. • Identifying opportunities to build and improve operational relationships with IBM Service Delivery, customer retained support and vendors, as applicable. • Strong Customer Focus with solid people leadership skills. Quickly and effectively solve customer challenges• Monitored and documented call volume and organized the schedule according to call trends• The CSC Team Leader has overall responsibility for day-to-day operations reporting to the Front Line Manager. Handling end user/account escalation's• Providing root cause analysis data on CSC SLA's/Objectives, Acting as SME in transition or change activity. This can include interfacing with the customer. • Coaching agents with feedback from Customer Satisfaction Surveys, Agent Switch Productivity, and escalations and through other general performance observations. • Identifying opportunities to build and improve operational relationships with IBM Service Delivery, customer retained support and vendors, as applicable. • Strong Customer Focus with solid people leadership skills. Quickly and effectively solve customer challenges.