Steve Piard Email & Phone Number

♦Maintain quality ticket documentation in HubSpot to minimize misinterpretation and promote efficient issues resolution♦Maintain quality ticket documentation (clarity) in HubSpot (completion of all fields) to minimize misinterpretation and promote efficient issues resolution♦Ability to Delineation between technical support vs. clinical assessment, for tickets resolution♦Discover issues that slow down adoption and work with the team to overcome them♦Track product… Show more ♦Maintain quality ticket documentation in HubSpot to minimize misinterpretation and promote efficient issues resolution♦Maintain quality ticket documentation (clarity) in HubSpot (completion of all fields) to minimize misinterpretation and promote efficient issues resolution♦Ability to Delineation between technical support vs. clinical assessment, for tickets resolution♦Discover issues that slow down adoption and work with the team to overcome them♦Track product issues and impact on customers and represent the priorities from a customer point view♦Troubleshooting: Identify and resolve technical issues. As required, coordinate with Professional services and Development teams to reproduce/resolve bugs.♦Submit Jira tickets for product bugs and work with the internal teams for status updates and resolution deployments.♦Product Knowledge: Stay up-to-date with product knowledge and product evolution staying abreast of product releases and product use by customer♦Provide metrics on usage and reporting on customer satisfaction♦Provide excellent customer service and communication through quality and timeliness of responses (quality and timeliness of responses via tools: e-mail, HubSpot, chatbot, etc.) ♦Demonstrate empathy and patience when speaking/communicating directly with caregivers, patients, clinical and non-clinical users and be able to navigate conversation away from any exposure to personal health information (PHI)♦Monitor usage by customers and ensure consistent increase in spread♦Work with internal teams to ensure that we have a clear path to customer success, achieve excellent customer satisfaction Show less

Ottawa, Ontario, Canada

As a Customer Support professional at Morningstar in Ottawa, Canada, I have played a pivotal role in ensuring the success of our financial planning software since October 2022.♦ Efficiently respond to client inquiries via telephone, email, and chat, consistently meeting service level standards for completeness, accuracy, and timeliness.♦ Expertly troubleshoot and resolve client issues, ensuring appropriate escalation when necessary to maintain client satisfaction.♦… Show more As a Customer Support professional at Morningstar in Ottawa, Canada, I have played a pivotal role in ensuring the success of our financial planning software since October 2022.♦ Efficiently respond to client inquiries via telephone, email, and chat, consistently meeting service level standards for completeness, accuracy, and timeliness.♦ Expertly troubleshoot and resolve client issues, ensuring appropriate escalation when necessary to maintain client satisfaction.♦ Skillfully manage and de-escalate unhappy client interactions, striking a balance between service efficiency and quality of care.♦ Continuously enhance knowledge and skills in service processes, investing, product details, and customer context through self-administered and centrally administered education.♦ Provide valuable feedback to sales and product teams, contributing to business opportunities and product innovations based on client interactions and supporting data analysis.♦ Actively participate in onboarding and training new customer service representatives and other new hires, sharing valuable product and client insights. Show less

Ottawa, Canada Area

As a Bilingual Enterprise Applications Support Agent at St. John Ambulance Canada in Ottawa, Canada, I contributed significantly from May 2019 to September 2021 to the organization's mission of providing life-saving courses.♦ Addressed and efficiently resolved basic incidents and requests related to the enterprise applications, ensuring seamless operations.♦ Guided users through step-by-step processes, empowering them to maximize the software's features and benefits.♦… Show more As a Bilingual Enterprise Applications Support Agent at St. John Ambulance Canada in Ottawa, Canada, I contributed significantly from May 2019 to September 2021 to the organization's mission of providing life-saving courses.♦ Addressed and efficiently resolved basic incidents and requests related to the enterprise applications, ensuring seamless operations.♦ Guided users through step-by-step processes, empowering them to maximize the software's features and benefits.♦ Skillfully managed incident logging and reporting within the service desk software system, ensuring accurate documentation.♦ Expertly triaged and escalated issues to Tier 2 support when required, ensuring prompt issue resolution.♦ Maintained user access lists for enterprise applications and documented incident resolutions, ensuring data integrity.♦ Made a valuable contribution by translating training materials, enhancing the accessibility and effectiveness of application support for bilingual users. Show less

Ottawa, Ontario, Canada

As a Customer Service Advisor at the Commission for Complaints for Telecom-Television Services in Ottawa, Canada, from November 2016 to May 2019, I contributed significantly to resolving customer telecommunications and television service complaints while ensuring satisfaction.♦ Supervised a team of agents during evening shifts, maintaining high service standards and team coordination.♦ Actively participated in ongoing training to stay updated on new code applications and… Show more As a Customer Service Advisor at the Commission for Complaints for Telecom-Television Services in Ottawa, Canada, from November 2016 to May 2019, I contributed significantly to resolving customer telecommunications and television service complaints while ensuring satisfaction.♦ Supervised a team of agents during evening shifts, maintaining high service standards and team coordination.♦ Actively participated in ongoing training to stay updated on new code applications and industry practices.♦ Proficiently managed the CCTS' Incident Management System, demonstrating a deep understanding of the organization's mandate and regulatory codes.♦ Served as the primary technical problem-solving contact for staff, liaising with IT to optimize ticketing system usage and streamline service interruption protocols.♦ Ensured effective resolution of customer complaints, enhancing the reputation of the organization.♦ Fostered a culture of excellence and collaboration within the team, leading by example.♦ Contributed to the organization's commitment to providing top-notch telecom-television services complaint resolution, upholding its reputation for excellence. Show less

Ottawa, Ontario, Canada

As a Dispatcher at Direct Energy in Ottawa, Canada, from May 2015 to September 2016, I played a crucial role in ensuring smooth HVAC service operations.♦ Acted as a central hub for vital information exchange between technicians and managers, enhancing service efficiency.♦ Responded promptly to corporate client inquiries, providing immediate assessments and real-time updates for client satisfaction.♦ Managed technicians' schedules across diverse Canadian regions, ensuring… Show more As a Dispatcher at Direct Energy in Ottawa, Canada, from May 2015 to September 2016, I played a crucial role in ensuring smooth HVAC service operations.♦ Acted as a central hub for vital information exchange between technicians and managers, enhancing service efficiency.♦ Responded promptly to corporate client inquiries, providing immediate assessments and real-time updates for client satisfaction.♦ Managed technicians' schedules across diverse Canadian regions, ensuring punctuality for service calls.♦ Conducted comprehensive training for new employees, monitoring their tasks to maintain high-quality service.♦ Contributed to the company's reputation for excellence in delivering essential HVAC services.♦ Facilitated critical communication, optimizing operational tasks for enhanced productivity.♦ Played a key role in relaying critical information, ensuring effective coordination between technicians and managers. Show less

Ottawa, Ontario, Canada

As a Web Designer Intern at K6 Web Media in Ottawa, Canada, from June 2014 to January 2015, I actively contributed to the company's branding solutions by creating fully responsive websites for clients.♦ Collaborated closely with the creative team, aligning with the company's focus on innovative branding solutions.♦ Took responsibility for coding web pages from scratch, enhancing both the aesthetic and functional aspects of website design.♦ Played a key role in developing… Show more As a Web Designer Intern at K6 Web Media in Ottawa, Canada, from June 2014 to January 2015, I actively contributed to the company's branding solutions by creating fully responsive websites for clients.♦ Collaborated closely with the creative team, aligning with the company's focus on innovative branding solutions.♦ Took responsibility for coding web pages from scratch, enhancing both the aesthetic and functional aspects of website design.♦ Played a key role in developing and implementing the website's look, feel, and visual identity, ensuring a cohesive and user-friendly experience for visitors.♦ Gained valuable hands-on experience in the field of web design, adding to my skill set and professional development.♦ Contributed to K6 Web Media's mission of providing top-notch branding solutions through effective website design.♦ Worked on projects that ranged from vehicle car wraps to signage, showcasing versatility in design capabilities.♦ Leveraged creativity and technical skills to bring clients' visions to life in the digital landscape. Show less

Ottawa, Ontario, Canada

As an Alarm System Coordinator at Reliance Protectron in Ottawa, Canada, from September 2011 to April 2014, I played a pivotal role in ensuring the safety and security of business properties across the nation.♦ Conducted vigilant surveillance on business properties, maintaining constant security and peace of mind for clients.♦ Responded rapidly to high-priority alerts, including fires, medical emergencies, and burglaries, as part of my daily responsibilities, contributing to… Show more As an Alarm System Coordinator at Reliance Protectron in Ottawa, Canada, from September 2011 to April 2014, I played a pivotal role in ensuring the safety and security of business properties across the nation.♦ Conducted vigilant surveillance on business properties, maintaining constant security and peace of mind for clients.♦ Responded rapidly to high-priority alerts, including fires, medical emergencies, and burglaries, as part of my daily responsibilities, contributing to public safety.♦ Thrived in a fast-paced environment, consistently delivering quick and efficient problem resolution in emergency situations.♦ Provided crucial technical assistance to clients, guiding them through troubleshooting and the maintenance of their alarm systems, enhancing their overall security experience.♦ Contributed to the company's mission of providing advanced security solutions and safeguarding businesses nationwide.♦ Actively ensured that clients' security needs were met, fostering a sense of trust and reliability in the services provided by Reliance Protectron.♦ Gained valuable experience in critical surveillance activities and emergency response, enhancing my skills and expertise in the security field. Show less

Ottawa, Canada Area

In my role as a Mortgage Associate at Tangerine in the Ottawa, Canada Area from September 2008 to May 2011, I played a pivotal role in guiding and assisting bank customers in their financial decisions.♦ Expertly assessed customers' financial needs and provided tailored advice on a wide range of financial products.♦ Facilitated the setup of bank accounts, managed mortgage applications, and optimized investment portfolios.♦ Executed seamless interbank transfers, ensuring… Show more In my role as a Mortgage Associate at Tangerine in the Ottawa, Canada Area from September 2008 to May 2011, I played a pivotal role in guiding and assisting bank customers in their financial decisions.♦ Expertly assessed customers' financial needs and provided tailored advice on a wide range of financial products.♦ Facilitated the setup of bank accounts, managed mortgage applications, and optimized investment portfolios.♦ Executed seamless interbank transfers, ensuring efficient financial transactions.♦ Consistently exceeded mandatory sales quotas, reflecting dedication to customer satisfaction.♦ Contributed to Tangerine's mission of delivering exceptional banking services and fostering customer loyalty.♦ Established trust with customers, offering them the best financial solutions available.♦ Gained valuable experience in the financial industry, honing skills in customer service and financial product knowledge. Show less