Mark Poulin Email & Phone Number

Remote - Nh

Goffstown, New Hampshire, United States

Toronto, Canada Area

Toronto, Canada Area

New Hampshire

Proactively own and manage multiple customer support relationships and drive customer satisfaction by managing, troubleshooting, and delivering support knowledge online, over the phone, and occasionally on-site. Drive issue resolution and follow-up on requests using standard process/procedures in coordination with supporting resources that meet or exceed contractual service levels. Provide single point of contact for customer issues and escalations. Regularly communicate with assigned accounts, set expectations, and negotiate priorities appropriately.Manage, measure, and track customer tickets to insure their timely resolution and ensure ticket data is accurate and regularly updated. Recognize and resolve systemic issues to prevent them from repeating and apply fundamental troubleshooting skills to issues before escalating to the appropriate group. Provide timely status updates, root-cause analysis and service level agreements, metrics, and other reports to track customer specific data. Develop highly effective relationships across all departments and lead cross functional effort with engineering resources, professional services, QA, and operations to assist with troubleshooting by replication of client issues, analyzing logs, and Web Services as needed.

Warner, Nh

Goffstown,Nh

Summary: Training, setup and Deployment of Enterprise level accounts here in the Northeast.• Provide on-site implementation & training to enterprise customers• Install, train, and troubleshoot Fleetcor products for enterprise accounts• Work with field sales representatives to provide post-sales support on customer deployments and on-boarding process of Fleetcor’s GPS products.• Provide technical phone knowledge and troubleshooting for enterprise customers• Call customers in a low use category to prevent churn• Determine success patterns or lack thereof and implement growth solution• Provide training for newly hired store personnel• Ensure stores are tracking toward their activation goals for company products

Concord, Nh

• I was responsible for all day to day operations of the Retail Store• Scheduling staffing, inventory control and all sales and promotions• I also was chosen and trained for Field support trainer which traveled to stores for store evaluations.