Marc Statters Email & Phone Number

St. John'S, Nl, Ca

St. John’S, Newfoundland And Labrador, Canada

• Effectively responding to phone inquiries, and emails, from clients and Brokers regarding payments, refunds, billing arrangements, payment methods, and account discrepancies, while providing a positive customer experience • Accurately processing weekly and monthly reports to complete journal entries and submission of refunds • Processing of Registered Letters and final payment notices • Effective time management to achieve Adherence to Schedule of 90% or greater, Average Call Handle Time of less than 5 minutes, and wrap times in the proximity of 1 minute• Self disciplined office routines while working in office through pandemic to maintain adherence to both personal book of business and support for colleagues working from home

St. John'S, Nl

• Answering questions or concerns clients have regarding their insurance policies in a call-centre environment and escalating calls when appropriate• Selling a variety of insurance products to individuals by counseling customers on a variety of insurance services and options available to best suit their needs• Making account changes or processing cancellations as required• Effective communication to maintain a positive work environment • Completing online payments through the Moneris system• Effective time management to achieve adherence to schedule of 90% or greater• Understanding company guidelines and processes to obtain Quality Assurance results of greater than 90%• Flexibility to work varying shifts in a call-centre environment

Markham, On

Under the direction of the QA Manager, perform a detailed review of tasks which would result in a change to the Production environment.Reviews project deliverables for compliance by reporting issues as found and oversees the testing and production implementation processes to ensure quality delivery. Conducts and coordinates Acceptance Testing on key projects and performs other duties as assigned.• Perform formal and informal review of changes to determine quality, productivity and adherence to established policies• Provide detailed training and assistance in the use of change control software product• Determine validity, need and impact of deviations from standards• Provide technical backup for other QA Analysts when required• Trains, consults and promotes usage of company system life cycle methodology, processes and procedures• Develops and implements changes to determine quality, productivity and adherence to established policies• Provide training in the use of QA methods, standards and tools, as needed• Audits projects for compliance with QA standards and procedures• Coordinates Acceptance Testing on key projects as assigned• Applies knowledge of industry project management techniques and tools and software process improvement frameworks to QA tasks• Works with project manager and key stakeholders to ensure good project management• Provides training and coaching on project control techniques

Markham, On

To provide first level support to users of Global-Matrix system, by answering incoming phone calls; providing immediate solutions whenever possible; referring problems to the proper areas; providing feedback to the callers; recording all phone calls and entering all problems into tracking system.• Provides first level problem determination using the Helpline documented procedure manual as a problem determination tool as well as soliciting assistance/training from other representatives and technical specialists• Responds to action faxes/emails received (sign-ons, copies of BSP Recs, supplier codes)• Researches back-up issues; tier two requires all testing production including replay of PNRs, Open Heat ticket and supply expected response vs what is experienced• Second level support for US Help desk, AUS agents via phone and email enquiries• Assists QA with reported issues by duplicating reported Production issues in the test environments• Informs Account Managers of problems and concerns regarding corporate clients• Creates documentation for customer service purposes and also for external clients to advise of changes/fixes being introduced to the system • Special Senior Assignments: Company/branch openings/closings/IATA changes; Database entries for CAD/US/AUS; Training clients on system; produce Crystal Reports; Visitation of client sites with Account Manager; Training of new hires• Independent or team collaboration, on-site implementation of new clients

Mississauga, On

Reservation Agent Responsibilities:• Assisted clients of both Thomas Cook and Marlin Travel with queries relating to flight schedules and airline regulations. • Adjusted existing client files as needed or possible. • Created alternative means to satisfy customer needs.• Handling client payments.Staff Travel Contact Responsibilities:• Accommodating the specific travel arrangements requested by the Directors and VIP’s of Thomas Cook. • Creation of price altered files in accordance with airline guidelines. • Primary contact for promotional contest winners to satisfy prize redemption.BSP Ticketing Agent Responsibilities:• Responsible for the generation and submission of weekly Apollo Sales Report• Monitoring files created by agents in Laval and Mississauga office for required fields prior to ticket issuance. • Correct use of IATA issued documents for changes to files as needed. • Completion of files in the Global-Matrix system for accurate costing using multiple forms of payment. • Creation and issuance of net fare tickets. • Maintaining accurate organization of ticket coupons.Sales Support Responsibilities:• Data entry into the Apollo and Global Matrix systems• Creation of passive reservations • Balancing of customer files for accurate costing • Organization of client documents• Generating daily commission reports • Issuance of company cheques. • Administrative duties such as filing, emailing, and answering incoming telephone calls Correspondence with clients in relation to concerns regarding travel arrangements. • Completion of files created by on-line reservations

Skipsea, England

• Various duties as assigned such as setting up forms for concrete pours and mixing batches of cement• Operation of machinery• Preparation and take-down of construction site

Collingwood, Ontario

• Maintained stock on shelves to enhance stores appearance for customers• Assisted customers with enquiries regarding specific merchandise or general enquiries • Ordered stock to ensure available inventory for department• Maintained a friendly, courteous, and clean environment for customers

Collingwood, Ontario

• Handled customer orders to accurately deliver food items as requested• Accurately handled customer payments and generated daily cash-out registers to confirm accuracy of all money• Maintained a friendly, courteous, and clean environment for customers

Certificate Of Completion, Software Quality Assurance Tester

Outline: Methodologies and strategies of software testing Quality Assurance and Quality Control Test types and their place in the software.

Certificate Of Completion, Automated Testing – Selenium

Introduction to Automated Selenium testing through Visual Basic using C# programming language

Diploma, Access Certified Travel And Tourism, Honours