BASIL ARMANAZI
Montreal
Summary
Experienced SaaS support manager leading and motivating teams to deliver high-quality technical support services to customers. Adept at problem-solving, communication, and project management. Proven track record of improving support processes, reducing customer churn, and increasing customer satisfaction.
Seeking a full-time position that offers professional challenges to utilize my skillset and experience in the support, customer success or product management field.
Overview
11
11
years of professional experience
Work History
Team Lead - Production Support
Computershare Technology
10.2023 - Current
- Managing and guiding a global support team to ensure stability and efficiency of a new employee plans platform in the North America region
- Addressing incidents and service requests raised by the business in a timely manner
- Collaborating with cross-functional teams (development, operations, and business stakeholders) to resolve software issues
- Implementing process improvements to enhance support efficiency and service quality
- Monitoring system performance and proactively identifying potential issues
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment to build team of top performers.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
Technical Support Manager- Escalations
Lightspeed Commerce
10.2021 - 01.2023
- Global Manager for support teams based in Montreal Canada, and Ghent, Belgium for a hospitality POS system to support English, French and Dutch speaking customers globally.
- Ensured escalated tickets were handled and resolved according to company standards and practices
- Collaborated with the customer success and account management teams to de-escalate critical customer issues and prevent churn for VIP and strategic customers
- Managed senior-level Tech Lead working across functions of the product
- Created efficient and automated workflows to use by support teams to optimize communication between all team members and other relevant stakeholders so all resources, tools and assistance needed are available to provide a quicker and higher ticket resolution rate.
- Constant collaboration with managers from lower support tiers in generating periodic stat reports using different reporting tools to identify areas of strengths and weaknesses within support teams across all tiers
- Worked closely with the Product Management team (product managers, quality control/quality assurance) to communicate latest product issues that needed to be addressed and provided suggestions to enhance and optimize product
- Worked with team members individually to provide feedback and guidance as well as assist them through their career advancement via an individual development plan
- Delegated and assigned side projects to team members based on their skillset and interests as part of the career development plans.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Tracked KPIs and created continuous improvement plans.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance on quarterly basis and conveyed constructive feedback to improve skills.
- Optimized processes and supervised a team of 6 employees.
- Developed and implemented training initiatives for new hires
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
TECH LEAD
Lightspeed Commerce
01.2020 - 10.2021
- Acted as the main lead and point of contact for the global Escalations team (highest level of support team) responsible for resolving escalated tickets from lower tier support, customer success and account management departments
- Ensured escalated cases were addressed in a correct and timely manner
- Collaborated with the Product department to address bugs, feature requests and potential improvements for the POS system
- Created and provided additional tools and resources for lower tier support team to assist them in carrying out the day to day tasks (via creating troubleshooting articles, providing case-by-case feedback, training courses and Q&A sessions)
- Created technical interview quizzes for potential hires as well as contributing in interview stages.
- Documented and reported bugs and potential product features to further address them with the product team
- Reported to the Support Escalations Manager and provided feedback about the escalation team members on a quarterly basis
- Resolved challenging escalation cases for VIP customers through effective task prioritization and great work ethic.
- Actively listened to customer concerns and complaints and handled their issues as needed.
- Tested components and systems to evaluate performance and identify concerns
PRODUCT & TECHNICAL SPECIALIST
Lightspeed Commerce
04.2014 - 12.2020
- Acted as highest tier support agent for one of the fastest growing Point of Sale system brands in the market being used in the retail and hospitality industry
- Consulted end user clients and assisted in optimizing the use of the software based on their business setup and requirements
- Documented and reported bugs and potential product features to address them with the product management team
- Maintained high ticket resolution rate and positive customer satisfaction
- Responsible for creating, editing, and updating troubleshooting articles and product related content for internal and customer use.
- Trained newly hired personnel including support agents, sales engineers and product specialists on mastering the POS system.
Education
Master - Building Engineering Construction Management
CONCORDIA UNIVERSITY
Montreal, QC05.2013
Bachelor of Engineering - Computer Engineering
CONCORDIA UNIVERSITY
Montreal, QC06.2006
Skills
- Attention to detail, Problem Solving, and Training
- Interpersonal & Communication Skills
- Ethics & Discipline Customer focused
- Supervision & Managerial
- Performance monitoring
- Documentation and reporting
- Verbal and Written Communication (English, Arabic, French (Beginner) )
- Cross-Functional Collaboration
- Technical Proficiency with: (JIRA, Confluence, ServiceNow MS Teams, Slack, Zapier, Zendesk & Zendesk Explore, Monday Board, SQL Microsoft Office - Excel/Word/Powerpoint/Outlook)
- Task prioritization
- Employee coaching, mentoring and performance Reviews
- Task delegation
Timeline
Team Lead - Production Support
Computershare Technology
10.2023 - Current
Technical Support Manager- Escalations
Lightspeed Commerce
10.2021 - 01.2023
TECH LEAD
Lightspeed Commerce
01.2020 - 10.2021
PRODUCT & TECHNICAL SPECIALIST
Lightspeed Commerce
04.2014 - 12.2020
Bachelor of Engineering - Computer Engineering
CONCORDIA UNIVERSITY
Master - Building Engineering Construction Management
CONCORDIA UNIVERSITY
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