Experience

taq

• Canada
• Business Intelligence Platforms
• 1 - 100 Employee

• Team Lead, Dealer Support

  • Feb 2018 - Present

  - Secondary and Tertiary Tier issue resolution and case delegation for lead Consolidation Software and associated products- Established and maintained relationship with business stakeholders, providers and performance managements- Coordinating allocation of workload to Support level SME's in conjunction with the department leader- Responsible for establishing, implementing and enforcing policies to ensure quality, timely and efficient design of support oriented services- Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures- Evaluate performance compliance against internal SLA and conducting service reviews- Formulate service improvement strategies, and comprehensive quality assurance programs to provide timely and quality based customer solutions

• Bilingual Dealer Support Specialist

  • Aug 2014 - Jan 2018

   Technical Analysis and Troubleshooting for CRM and Lead Management Delivery Systems First Tier issue resolution and case delegation for lead Consolidation Software and associated products Responsible for multiple cross-OEM Automotive Dealership Account Management and maintenance Tasked with maintaining Account Relationships with dealerships as well as SCI partners Analyze, Identify and troubleshoot client-based issues



French Solutions

• United Kingdom

• Staff Supervisor

  • Jun 2009 - Aug 2013

  Managed Staff on a day to day basis, plan scheduled activities on a weekly notice and assuring that those tasks and objectives were met. Managed Staff on a day to day basis, plan scheduled activities on a weekly notice and assuring that those tasks and objectives were met.