Michael C. Email & Phone Number

Toronto, Ontario, Canada

• Identify trends, challenges, risks, and provide remediation to the team• Report and analysis of KPI’s for CSA team through utilizing tools , such as PowerBI, SFDC , Quote effort score• Host Bi-Weekly team meetings to notify team with company/system/internal updates• Work with management on onboarding, provide mentorship and train on processes• Collaborate with cross-functional team leaders, such as sales and operations, to address client concerns and provide comprehensivesolutions• Lead and coach a team of CSA’s to deliver exceptional service to commercial clients that includes fostering a positive and collaborativeteam culture through constructive one on ones• Manage team coverage and ensure SLA’s are meeting and exceeding customer expectations for response times and issue resolution

Toronto, Ontario, Canada

• Partner with large enterprise and strategic customers, supplying complex reporting, researching and fulfilling quote requests, managing annual renewals and providing support throughout the sales cycles• Assist with reporting and analysis for the CSA team - Monthly Quote to order ratio report• Collaborate with sales teams from US West and CAN West of commercial accounts - Public utilities and University accounts with 25+ sub accounts to provide operational support• Utilize Horizon, Salesforce, SAP, PowerBI in addition to various tools• Trained and provided mentorship to new hires

• Develop a deep understanding of product knowledge and learn how to utilize specific software tools• Problem solving for customer issues and continuously improve business processes• Work as part of a unified account team in partnership with our Inside Sales Account Managers, Outbound Account Executives and Customer Success Team on the US WEST Telesales Team• Manage forecasting equipment and bids on over 200 products across multiple vendors and accounts

• Processed 100+client RMA’s daily and logged data using Fresh Books, O365 and internal software (CMS)• Solved customer escalations which required conceptual thinking skills from start to end• Stayed up to date on company’s protocols, product changes, campaign strategies and inventory

Toronto, Ontario, Canada

• Provide excellent customer service in a fast-paced environment• Carried out over 300 cash transactions precisely and accurately, per night• Enhanced analytical and problem-solving skills with customers and management needs• Collected data of all transactions on a daily basis and reported to superiors

Toronto, Ontario, Canada

• Successfully coordinated the shipment of 100+ orders daily, meeting tight deadlines consistently.• Recognized for maintaining a high level of accuracy in order processing, leading to improved customer satisfaction.• Utilize inventory management software to track, monitor, and update product information.• Inspect incoming shipments for accuracy and quality, documenting any discrepancies

• Worked with micro-computers support specialists to upgrade building infrastructures• Built custom computers, found and resolved basic technical issues, and installed various software such as operating systems and malware programs• Processed average of 100 client orders daily and store inventory data daily using internal company software