Patrick Lefebvre Email & Phone Number

Halifax, Canada Area

To be determined.

Remote Location

BossWeb Technology Technical SupportForecasting and tracking key account metrics (Idle, Wrap-up, ASA, No answer)Delivering Dealership-Focused SolutionsProcess adherenceFocusing on the Company and Clients VisionsCall Quality ReviewsSpecialist for Powersports Software: BUDS L3.3.0 BUDS E3.8.2.1 BUDS 2Specialist for Outboard Engine Software: Dealerport Offline 5.0 Stockpro SentinelSpecialist for Universal Non-BRP… Show more BossWeb Technology Technical SupportForecasting and tracking key account metrics (Idle, Wrap-up, ASA, No answer)Delivering Dealership-Focused SolutionsProcess adherenceFocusing on the Company and Clients VisionsCall Quality ReviewsSpecialist for Powersports Software: BUDS L3.3.0 BUDS E3.8.2.1 BUDS 2Specialist for Outboard Engine Software: Dealerport Offline 5.0 Stockpro SentinelSpecialist for Universal Non-BRP Software: Partsmart 8.13/8.16 Show less

Work From Home

BossWeb Technology Technical Support/BUDS DepartmentForecasting and tracking key account metrics (Idle, Wrap-up, ASA, No answer)Delivering client-focused solutionsProcess adherenceFocusing on the Company and Clients VisionsCall Quality ReviewsTechnical Support and Assistance Sharpshooter/Guru for Partsmart 8.13/8.16, Dealerport Offline 5.0, BUDS L3.3.0, BUDS E3.8.0.3 and BUDS 2.

Work From Home

Recent Promotion:Forecasting and tracking key account metrics (Idle, Wrap-up, ASA, No answer)Assisting with high priority Client requests Delivering client-focused solutionsOperating as the Lead Point of contact with the Clients managed and maintaining an effective line of communication with the Executive Leadership TeamProcess & Schedule adherenceTraining documentation and implementationFocusing on the Company and Clients VisionsCall Quality… Show more Recent Promotion:Forecasting and tracking key account metrics (Idle, Wrap-up, ASA, No answer)Assisting with high priority Client requests Delivering client-focused solutionsOperating as the Lead Point of contact with the Clients managed and maintaining an effective line of communication with the Executive Leadership TeamProcess & Schedule adherenceTraining documentation and implementationFocusing on the Company and Clients VisionsCall Quality ReviewsTechnical Support and Assistance Show less

From Home

3ds Max Designing & UVW Unwrapping, scripting in LSL, Texturing in Photoshop CS4, Sounds audited and modified by Audacity, selling on the SL Marketplace & Updated my Website.UPDATE: New Client acquired from Inworldz to design an entire Cool World Sim.Will be updating my website soon with new models done

Work From Home

Call Quality Monitoring & Call Reviews.Technical Support & Assistance.Training

Work From Home

Worked for nearly a year as Desktop/ISP Technical Support, serving our companies’ customers in IT and desktop-help-desk departments.

Halifax, Nova Scotia

Managed two teams totaling 26 agents; French Technical Support and Sales. Increased productivity, knowledge and skill sets, effectiveness, and revenue, using lean six sigma yellow belt skills to resolve processes. Worked with GSD on bridge calls to resolve systems and third-party application issues, while maintaining a working environment for both teams and continuing to increase NPS and FCR.Monitored, coached and mentored agents on call quality and areas for improvement, turning those… Show more Managed two teams totaling 26 agents; French Technical Support and Sales. Increased productivity, knowledge and skill sets, effectiveness, and revenue, using lean six sigma yellow belt skills to resolve processes. Worked with GSD on bridge calls to resolve systems and third-party application issues, while maintaining a working environment for both teams and continuing to increase NPS and FCR.Monitored, coached and mentored agents on call quality and areas for improvement, turning those areas for improvement into strengths.Employed time management and organization skills to increase my effectiveness, updating spreadsheets and consistently meeting or exceeding monthly target goals.Made adjustments in Kronos and managed payroll time cards for each employee.Team Lead weekly meetings to discuss area's to improve on, revenue impacts, process stream lining, coaching methodology and Time Management. Show less

Saint John New Brunswick

From 2000-2001: Bilingual Customer Service, backup for the Emergency Order Desk and Retail PartsFrom 2001-2003: Bilingual Emergency Order's Desk (Day & After Hours) Cdn Ops, CSP Call Clearing (Backup Retail Parts Desk)From 2003-2005: Normandy Project, Bilingual Emergency Order's Desk (Day & After Hours), CSP Call Clearing. (Backup Retail Parts Desk)From 2005-2008: Bilingual Emergency Order's Desk (Day & After Hours) Cdn Ops/U.S. OpsBilingual License Strings Cdn… Show more From 2000-2001: Bilingual Customer Service, backup for the Emergency Order Desk and Retail PartsFrom 2001-2003: Bilingual Emergency Order's Desk (Day & After Hours) Cdn Ops, CSP Call Clearing (Backup Retail Parts Desk)From 2003-2005: Normandy Project, Bilingual Emergency Order's Desk (Day & After Hours), CSP Call Clearing. (Backup Retail Parts Desk)From 2005-2008: Bilingual Emergency Order's Desk (Day & After Hours) Cdn Ops/U.S. OpsBilingual License Strings Cdn Ops/U.S. Ops (After Hours) CSR Call Clearing U.S. OpsBilingual CSP Call Clearing Cdn OpsBilingual Retail Parts Desk (Backup)Working with the FIC's across Canada as well as Third Party Companies to deliver Top Customer Service Excellence and Solutions.Assisted service professionals across North America to find and deliver component parts to customers’ sites by specified times to support productivity and diminish down time.Tracking and tracing packages through 30 different courrier companies across North America for Cdn and U.S. Service Professional's.Providing After Hours Support for Corporations in the Printing Industry to ensure IGen3/IGen4 & other office equipment have License Strings and parts on Next Flight Out Status Quo if not available locally.Working with Livingston International for clearing customs on international shipments from Webster New York and El Segundo California.Aided in the implementation of the Normandy Project office multi-functional products while providing feedback to Wilsonville Ohio. Show less

Saint John New Brunswick

Worked Day Shift for Inbound Customer Calls and Vendor's, 2nd shift 4-midnight and last Board Operator from 1-9am for SW Ont, Quebec and BC.

Saint John New Brunswick

I was one of the initial 4 Bilingual Customer Service Reps to work with Corporate Research Associates with new contracts for doing survey's over the phone to fill the necessary contracts in the Greater Saint John Area in both official languages.

Saint John New Brunswick

Servicing Point Of Sale Systems using Lantastic 95, Server and WorkStation and implimenting a custom made POS System with cash registers and bar code reader's. Servicing Computer Equipment on-site and in-house.Company shut down.

Saint John, New Brunswick

Coordinated meetings with past, current and future customers; flipped leases; observed, recorded and reported current equipment and needs; introduced demo Lanier office equipment; achieved greater sales leads; set up and reported cost and proposal records.Serviced in-house equipment.

Saint John New Brunswick

Worked as an off-site and in-house Service Technician troubleshooting and resolving problems and issues with Lanier copiers and faxes, Brother MFC's, Ascom Hasler Mailing Equipment and Olivetti data processors, escalating tape recorder issues to the board level with an oscilliscope and multi-meter.

Clementsport Nova Scotia

Setting up and creating an SQL Database via DBase IV for inventory tagging, searching and tracking purposes.Creating a Lotus 123 spreadsheet with macro's for invoicing and auto-calculating taxes and costs of goods.

Diploma, Microprocessing Technician

Microprocessing Technician focusing on Xerography & Application Programmer focusing on COBOL & SQL.

Certificate, Application Programming

Activities and Societies: Programming in Cobol, C++ and SQL. Database Management Systems and Design infrastructure. Accpac Electronic.

Certificate, Modern World Problems

Activities and Societies: Working with U.N. Major Lorimer Joudrey to resolve Modern World Problems in various parts of the world where.

Diploma, Math/Accounting

Focused on Manual Accounting and Math.

Was Getting Diploma, Computers, Math, Drama

Focused on Introduction to Computers, Math, Geography and Art.