Mark Salmon Email & Phone Number

Montreal, Quebec, Canada

- Support product and billing inquiries, executing complex internal procedures to achieve an average First Call Resolution (FCR) rate of 75%+ and minimize the need for repeat interventions.- Conduct comprehensive analyses of customer needs to identify the best solutions for their requests and concerns, resulting in an average CSAT of 80%+.- Attain monthly productivity metrics such Average Handle Time (AHT), Average After Call Work Time (ACW), Adherence and Hold on a consistent basis.- Consistently meet or exceed sales targets. Generated ~$1M+ in sales over the course of the last 9 years.- Employee of the Year in 2016

Montreal, Quebec, Canada

- Led a team of 15+ Customer Support Specialists, ensuring seamless operations and service delivery.- Monitored and analyzed key performance indicators (KPIs) for each representative, ensuring targets were consistently met and identifying areas for improvement.- Implemented regular coaching sessions and performance reviews, driving continuous improvement in service quality, fostering professional growth, and boosting team morale.

Kirkland, Quebec, Canada

- Lead engaging ice skating and hockey classes catering to a wide age range, from young children (4+) to adults, ensuring tailored instruction to meet individual learning needs and aspirations.- Design and execute innovative drills and activities, blending education with entertainment to foster enthusiasm, ensuring students remain engaged and enjoy the learning experience.- Consistently assess and monitor student progress, implementing personalized feedback and guidance to guarantee each student's successful graduation to subsequent skill levels.

Montreal, Quebec, Canada

- Diagnosed and resolved complex technical issues across a variety of software and hardware platforms, consistently achieving a 70%+ first-call resolution rate.- Provided clear, step-by-step guidance and training sessions to customers on Apple and Android operating systems, as well as troubleshooting techniques, enhancing user competence and reducing future support requests.- Served as Subject Matter Expert (SME), providing Tier 1 technical support insights to Customer Service Specialists, elevating their technical proficiency and ensuring cohesive support strategies across departments.- Documented support interactions in the company's CRM tool, contributing to the the swift resolution of recurring issues.

Montreal, Quebec, Canada

- Partnered in a buddy system initiative, guiding and training new employees on call center operations, company protocols, and software systems to ensure smooth onboarding.- Demonstrated exceptional interpersonal skills in de-escalating situations, preserving brand trust and resulting in a notably low escalation rate to supervisory levels.- Provided real-time floor support to colleagues by fielding questions, assisting with challenging calls, and managing escalations to maintain service quality.- Met and often exceeded retention targets, highlighting a talent for fostering customer loyalty and minimizing churn in a competitive market environments.

Montreal, Quebec, Canada

- Supervised and supported group of 20+ Collection Specialists to meet efficiency targets.- Helped Collection Specialists reach their monthly productivity goals.- Prepared various reports for Management and clients.