Philip Teoli Email & Phone Number

Montreal, Quebec, Canada

Montreal, Quebec, Canada

● Reported to the COO.● 100% Remote.● Responsible for assuring Customer Service agents were trained on new products and new features.● Created a training curriculum from scratch for all new hires for the Customer Experience team (Customer Service, Technical Support Level 1, Technical Support Level 2 and Professional Services). ● Implemented, setup and configured a training program in the Cornerstone LMS. ● Main products of focus, Pay Tech, Maître ‘D and Veloce Terminal solutions. ● Focus to eliminate gaps in the Technical Support knowledge. ● Worked on support efficiency with tickets by streamlining procedures.● Created training programs that were in person, remote or hybrid.● Trainings were recorded in SCORM.● Created Quizzes, Practical exams and setup workshops (remote or in-person)● Supported new agents until they were ready. ● Average New Hire training time, 3 months.

Montreal, Quebec, Canada

• Provide professional Subject Matter Expertise on our services/solutions to the business. • Demonstrate leadership and expertise in your interactions with internal and external clients and at all times, foster a strong relationship with the client, consistently meet or exceed their expectations, as well as keep them well updated about current state, setbacks, wins and concerns of assigned technical tickets and queries.• Represent and document Client Services department scopes, requirements for proposal activities (Sales/ Product/ Marketing).• Help diagnose, troubleshoot, and resolve Critical technical issues related to configuration, integrations, and performance of our solutions.• Make effective use of internal resources and/or knowledge-based resources and tools to efficiently diagnose and resolve technical issues.• Identify, research, and prioritize technical issues that affect client satisfaction, and document the impact of these issues through reporting and analysis and report these to your manager to share with the business.• Investigate, analyze, document, and take ownership of solving issues related to our products or re-occurring problems (problem management).• As required, communicate and keep informed all implicated department managers of any corrective solutions, escalated issues, all potential escalations, or problems that were assigned or undertaken as VIP client or critical incidents.• Act as a SPOC / liaison between the Technical Support department and other implicated departments (peer to peer) for critical escalated client issues.• Work closely with other implicated departments to explore possible solutions to client problems and queries.• Maintain a mindset of continuous improvement and make recommendations to improve Client Services processes and the performance of our products. Identify, suggest and implement improvements that could enhance our products and procedures.• Create Technical Trainings for various departments.

Montreal, Quebec, Canada

- Look over a team of 6 Merchant and Technical Support agents. - Report daily operations to Vice President of Operations.- Acting Interim Manager for Merchant Services- Responsible for resource management including participation in the recruitment/selection process, new member on boarding support, goal setting & development planning.- Build and foster a collaborative partnership with critical stakeholders within the organization. - - Proactively manage and mitigate issues by way of understanding priorities, direction, objectives and standards. - Continuous improvement of processes, policies and procedures to ensure consistent deliveries. Ensure team members understand and apply the relevant quality standards, guidelines and processes.- Setting Standard Operating Procedures for the Merchant Services team.- Handle escalations from team members on challenging issues. - Coordinate with our Technical Operations team on scheduling of company maintenances and open issues.- Help internal departments with queries that are merchant facing. - Handle conference calls in regards to Integration of our systems and explanation of issues to our merchants. - QAing of internal applications to ensure that software or system is working as intended. - QAing of our API's to ensure that API works as intended. - Ensuring that SLA's (Service Level Agreement) are maintained. - Working on KPI (Key Performance Indicators).- Manage support queues for my team and escalate tickets to agents accordingly. - Gathering statistics (phone and tickets) for my team for team analysis and improvements. - Translating merchant advisories to french for our french merchants. - Backup to On call agent when needed. - Help our VIP's outside of business hours to ensure that issues are resolved in a timely manner.

Saint Laurent, Quebec, Canada

- Responded to clients with technical issues with their Lightspeed POS system for Mac- Answered calls in regards to issues with their Lightspeed eCommerce website. - Worked with PHP framework.- Worked with SQL and Sequal Pro- Worked with CSS- Worked with Mac Terminal commands.- Worked with Mac OS X Mavericks and Yosemite

Montreal, Canada Area

- Customer Service Support (Internal and External) - Help merchants integrate to our various API's. - First level of support for Operations, Technical Operations and RISK. - Gave various trainings to demonstrate our platform to various merchants and potential merchants.- Have acted as Interim Team Lead when needed. - Quality Assurance for systems creating unit tests to test the stability of the system and API's and make sure that they work as desired. - Work with JSON and REST - Work with XML based API's - Work with various browsers (Firefox, Chrome, Opera and Internet Explorer) - Work with Windows 7, Windows XP and Mac OS X - Use POSTMAN Chrome Extension - Use WAMP for testing purposes - Help revise documentation used for integrations by merchants and programmers. - Use web languages HTML, PHP, Visual Studios for Web Services, C, Perl and javascript. - Use OOP Java, C++ and PHP with classes.- Produce iPhone applications to demonstrate functionality of our various API's. - Help Technical Operations with investigations with various acquiring banks. - R&D Testing- Testing various system fixes to assure that it works as desired.

Saint-Laurent, Quebec

• Developed applications for iPhone / iPad and Android.• Worked with Objective-C, Java, PHP and MySQL.• Perform or direct revision, repair, or expansion of existing programs to increase operating efficiency or adapt to new requirements. • Write, analyze, review, and rewrite code, using workflow chart and diagrams. Applying knowledge of computer capabilities, subject matter, and symbolic logic.• Correct errors by making appropriate changes and then rechecking the program to ensure that the desired results are produced. • Conduct trial runs of software applications to be sure they will produce the desired information and that the instructions were correct. • Compile ands write documentation of program development and subsequent revisions, inserting comments in the coded instructions so others can understand the program.

- I was hired as a programmer to work on a pilot project for the iPad and iPhone. - Learned Objective-C and Object Oriented principles.- Worked with PHP and MySQL- Worked in a team environment. - Worked with XCode iPhone/iPad SDK 3.1, 3.2, 4.0 and 4.1

Laval, Quebec, Canada

• Creating Watson LIMS Study Designs.• Was responsible for 3 employees. • Documenting and/or reviewing the tracking of samples, stock solutions, blank matrices and reference compounds.• Documenting and/or reviewing the relabelling of clinical study samples in a confidential manner.• Writing and reviewing Standard Operating Procedures.• Performing or ensuring the maintenance and the repair of the freezers, refrigerators, incubators and temperature recorders.• Documenting and/or reviewing freezers, refrigerators, incubators, and room’s notebooks and logbooks.• Any other Sample Coordination responsibilities required to support the Bioanalytical Department.• Developed an Inventory Database to track in-house samples and to track who and how many were used.

• Providing customer services (in-house and out the company).• Generating weekly sample inventory and special sample reports.• Receiving Samples and special supplies.• Generating labels for samples.• Performing or ensuring the maintenance and the repair of the freezers, refrigerators, incubators and temperature recorders.• Documenting and/or reviewing freezers, refrigerators, incubators, and room’s notebooks and logbooks• Developed an archiving Database with Microsoft Excel.

• Providing customer services (in-house and out the company).• Distributed merchandise to the 36 stores across Canada.• Shipped and received merchandise from various stores across Canada.• Helped to develop an inventory database to track merchandise.

2 Summer contracts (8 months total)In charge of distribution of daily and weekly reports.Programmed in JCL, COBOL, and C.In charge of daily, weekly and monthly backups.In-house customer service.In charge of pager and cellular phone activations.

Bachelors; Bachelors, Computer Science; Computer Science, Software Systems Option

Certificate, Customer Service

Obtained High School Diploma, General Diploma