Jamie Dilazzaro Email & Phone Number

Quebec, Canada

Senior Account Executive- Assuring that the DML standard is well represented throughout our team;- Implementing and developing growth strategies;- Primary point of contact for clients with requests, queries and general information;- Delivering the highest possible standards of service and quality, ensuring maximum customer satisfaction;- Identify trends by analyzing customer records of purchases, quotes and inquiries;- Assessing client potential and contributing to general account growth;- Account retention and grievance management;- Supervise a team of customer service representatives and order processors.Gestionnaire de Comptes Senior - Assurer que les standards de DML soit bien représentés dans toute l’équipe;- Élaborer et déveloper des stratégies de croissance;- Principal point de contact pour toutes les demandes de la clientèle;- Assurer de combler ou surpasser les attentes de la clientèle;- Réviser sur une base annuelle la classification de la clientèle;- Réunir les commentaires et garder le pouls sur les préoccupations de la clientèle dans le but d’offrir des suggestions pour améliorer le processus du service à la clientele;- Soutenir les campagnes marketing et les initiatives de loyauté de la clientèle;- Superviser une équipe de gestionnaires de comptes et de commis au traitement des commandes.

Montreal, Canada Area

-Respond to end user call, live chat, social media and e-mail requests according to the contact center guidelines-Provide a superior customer experience to end users-Troubleshoot Fax, MFC, P-touch, sewing machines and typewriter calls, live chats, social media and/or e-mails on the following topics: software and hardware programming and set up, diagnose hardware related issues and conduct proper inquiries in order to accurately assess the customer issues-Determine the best solution based on the customer issue on a first contact basis-Ensure proper and timely recording of calls and/or chats in CRM and follow our social media response protocol and processes for forum intervention concerning our Brother technical inquiries and support web tools leverage.-Acquire personal knowledge of Brother machines and software by attending trainings, consulting documentation, discussion with colleagues and becoming proactively familiar with machines and technology-Use your technical knowledge in order to support customer pre-sale questions-Meet or exceed monthly performance targets including quality, attendance and punctuality as well as average handle time

Computing Support, It

Bachelor Of Commerce (B.Com.), Business Administration And Management, General