Tommy Pham Email & Phone Number

Oakville, Ontario, Canada

Toronto, Ontario, Canada

• A trusted customer champion of over 90 enterprise accounts (Portfolio worth of $1.7 Million) ensuring the customers’ needs and priorities are being met through their SaaS products.• Regularly engage with customers to drive account health, retention, and growth (email, phone, video)• Proactively worked with customers to adopt best practices to ensure customers receive the most value from their investment.• Identified customers’ needs and wants by recommending and onboarding new product offerings.

Mississauga, Ontario, Canada

• Account management for 75 clients with approximately 2500 units.• Provide and consult with clients on recommendations on all facets of the fleet for the client and their drivers to promote efficiency and cost savings initiatives.• Created action plans and custom reports to ensure all client goals are met while addressing any areas for improvement.• Partner cross-functionally with all departments to ensure client satisfaction is top priority.• Focus on client adoption and training to improve process and efficacy.

• Consult and generate business development internally and externally within the company• Develop sales / service strategies conduct marketing research to identify industry trends and commercial opportunities.• Advise on branding, positioning, communications and other marketing issues

Oakville, Ontario, Canada

• Cultivate instant customer rapport, build, and maintain key client relationships.• Develop sales / service strategies and set challenging personal sales goals to ensure peak performance.• Ensure that clients newly purchased vehicle transactions goes smoothly with any inconveniences, complaints and misunderstandings are proactively addressed fairly and quickly.• Provide support to sales team post delivery to address any clients concerns.• Work closely with clients to determine service needs and or working on projects to assist on clients restoration projects.• Test drive the vehicle with clients as needed to confirm the problem and or verify concern has been corrected.• Handled / processed complex warranty claims to ensure warranty repairs were claimed.• Proactively screen appointments to insure client’s concerns can be addressed pre-before the appointment • Educate clients on service benefits, features and vehicle functionally and add value to the dealership.

• Maintain the organization’s database of freight tariffs and fuel programs from a systems perspective.• Performed analysis on enter data by conducting audits, investigating further when required and generating detailed reports.• Input new and update active individual Vendor rates within the TMS (Transpiration Management System)• Data mine via SQL to troubleshoot tariff issues within the system.• Provide cost comparison analysis of current and / new or new Vendor freight rates.• Develop a standard operating procedure to streamline the role in an efficient manner.• Develop and create Standard Operating procedures to the role..

Oakville, Ontario

• Created Supply Chain, Vendor Compliance, and Margin analysis from multiple data sources involving data mining and data extraction• Prepared and communicated results of various analysis with a high level of accuracy as well as making recommendations• Developed and implemented Service Quality reports on vendors including root cause analysis and problem resolution of low performers• Coordinated vendor selection process including vendor profiling, sustainability, scalability, by researching vendor annual reports, industry trends, and RFIs• Completed analysis on clients existing supply chain models and provided recommendations to improve service and reduce cost on various modes (TL, LTL, Parcel, Intermodel, Air Freight, and International)

• Handled customer complaints and ensured high customer satisfaction standards.• Leading a team of technicians to perform quality maintenance and repairs in a timely fashion• Audit work orders for warranty processing• Coordinating recommendations with technicians and presenting to customers.• Strengthen the dealership reputation by providing expert technical explanations and resolving product disputes between customer, dealer and manufacturers.

• Co-ordinated high profile meetings with clients within the Microsoft Corporation.• Organized, synchronized, controlled, and launched Live Meeting webcasts. Acted as a facilitator during the meetings.• Interfaced with project team members and monitored client requests on a daily basis.• Performed trend analysis and ad hoc reporting.• Pro-actively managed events and fulfillment processes to maximize accuracy and ensured timely communication with clients and peers.• Provided subject matter expertise to contribute to the design, delivery and optimization of loyalty marketing services to existing clients.• Developed relevant recommendations (including retention/growth/usage strategies, communication/member services, acquisition and enrollment strategies) for current client programs through the interpretation of client customer data, client program goals/objectives, market trends and personal experience. • Supported the Account Lead with finalization of services to be delivered to existing clients, as well as expanded the current solution of value-added services as required.• Interfaced with project team members and monitored client requests on a daily basis.• Liaised with client regarding virtual team outputs and timelines.

• Developed and documented all project activities.• Operated with Siebel Systems in the design, development, marketing, and support of CRM applications.• Acted as a liaison between business users and technical team.• Manipulated data to genereate data reports analyzed and forecasted activities.• Analyzed important data related to the business revenues.• Prepared graphs, charts and documents to analyze discrepancies in the sales department’s trends and recommended adjustments to address and/or capitalize on trends.• Worked with sales personnel to allocate personnel time to project tasks and to track progress of work.• Assisted the Business Unit Leader in developing tactical and strategic product, services and/or programs to support the business unit’s goals (financial, quality, production, customer service, operational efficiency, market share, etc.). • Created quantitative and statistical business models using MS Excel’s data analysis.• Worked with the project sponsor to document the product's vision and scope.

Business Analyst Certification, Professional, Technical, Business, And Scientific Writing

Business Administration (Marketing), Business, Management, Marketing, And Related Support Services