Overview
Work History
Education
Timeline
Generic

Elio Fucile

St-Lazare,Quebec

Overview

30
30
years of professional experience

Work History

Customer Excellence Supervisor

MIRKA CANADA
01.2019 - Current
  • Manage Tool Repair Program:
  • Streamline repair process to a 'self-service' online process for customers by moving the tool repairs to a new service centre
  • Manage tool repairs and oversee operations with third party tool repair centre
  • Establish parts pricing and ensure correct stock level for are maintained by service centre
  • Handle customer repair disputes and escalations
  • Monitor tool repair times and ensure that repairs are done within timeframe agreed to n SLA (service level agreement)
  • Continuously review and improve processes to reduce turn around times as the number of tool repairs grow
  • Created and implemented a quarterly audit of replaced parts with parent company to assure the best quality repairs
  • Analyze tool deficiencies by mining ERP data and report findings to upper management and parent company
  • Achievements
  • Reduced repair turn-around time from 3 - 5 business days down to same day or next business day repair
  • Created a web portal for customers to enter their own tool repairs
  • Documented the entire tool repair process for anyone to use when acting as a backup when I'm away
  • Establish pricing in conjunction with sales management company guidelines
  • ◼ SAP Sales Cloud (CRM)
  • ◼ Report Development
  • ◼ MissWin (ERP)
  • ◼ Remedy (ERP)
  • ◼ Salesforce (CRM)
  • ◼ Strong knowledge of MS Excel
  • ◼ Coaching & Training
  • ◼ Superior Customer Service (CRM)
  • ◼ Cimpl (Telecon asset management platform)

Managed Services Support Specialist

FIELDTURF
01.2019 - 12.2019
  • Meticulously analyze all invoicing discrepancies using excel reports
  • Audit customer data to ensure that the quality of data is as high as it can be
  • Offer technical support customers with the use of the Cimpl tool
  • Enter customer orders in a timely manner, within one business day
  • Updating customer information in the Cimpl tool
  • Open disputes and credits with carriers
  • Suggest improvements to the Cimpl platform
  • Create monthly report deck which highlight customer savings
  • Cimpl (Telecom asset management platform)

Managed Services Support Specialist

CIMPL
01.2019 - 12.2019
  • Meticulously analyze all invoicing discrepancies using excel reports
  • Audit customer data to ensure that the quality of data is as high as it can be
  • Offer technical support customers with the use of the Cimpl tool
  • Enter customer orders in a timely manner, within one business day
  • Updating customer information in the Cimpl tool
  • Open disputes and credits with carriers
  • Suggest improvements to the Cimpl platform
  • Create monthly report deck which highlight customer savings

After Sales Coordinator

MIRKA CANADA
01.2016 - 12.2019
  • Manage Tool Repair Program:
  • Ensure all tools are received, repaired and shipped back in a timely manner by being in constant communication with the tool repair center
  • Review and authorize warranty repairs based on estimates
  • Communicate with customer to get approval for repairs based on estimates
  • Establish parts pricing and ensure correct stock level for are maintained by service center
  • Continuously review and improve processes to reduce turnaround times as the number of tool repairs grows
  • Created and implemented a quarterly audit of replaced parts with parent company to assure the best quality repairs
  • Achieved cost reductions by having shipping costs renegotiated
  • Analyze tool deficiencies by mining ERP data and report findings to upper management and parent company
  • Collaborate with marketing to create product offerings
  • Track sander faults and trends by entering each repair in ERF system and creating reports
  • Document all non-tool products complaints and report findings to both customers and parent
  • New Products:
  • Prepare and present suggestions for new product introductions to management
  • Coordinate product testing with field sales and select customers
  • Establish pricing in conjunction with sales management company guidelines
  • Coordinate new product launch plans with sales management and marketing coordinator company
  • Sales Team Support:
  • Support sales team with account development and maintenance by presenting tool offerings and new products to key customers
  • Offer trainings and installation of equipment for key accounts
  • Drive increased sales in existing accounts through new product introductions to the sales team
  • Visit key accounts as determined by the sales director to present product line
  • Generate initiatives to develop the sales in unexploited sectors
  • Customer Service Backup:
  • Offer training and mentoring to customer service representative
  • Provide full customer service replacement during absences and vacations
  • MissWin(ERP) Caesar CRM, WebShop, Knowledge Base

Senior Systems Analyst

ROGERS WIRELESS
01.2007 - 12.2014
  • Responsible for technical support for BusinessObjects and data integrity issues
  • ◼ Offer support to the various users of the BusinessObjects platform across the country via: telephone and/or remote desktop connection
  • ◼ Worked closely and efficiently with the Business Experts on ensuring the proper governance, standards and processes were being followed
  • ◼ Kept timely and informative communications to the user community ensuring awareness of data collection of BO related issues
  • ◼ Interfaced with vendors for the resolution of data collection and integrity issues
  • ◼ Coached and trained new users on report development on the BO platform which resulted in a self-sufficiently user community
  • ◼ Successfully managed the conversion of Cognos reports to BO by interfacing with SAP and Rogers
  • ◼ Created a new folder structure for the warehousing of reports for the Network Technology departments which directly increased productivity and improved document locating and retrieval
  • ◼ Created Executive reports demonstrating network quality is maintained or improved
  • Technologies: SAP BusinessObjects CMS, SAP BusinessObjects XI 3.5 Desktop Intelligence, SAP BusinessObjects XI WEBI, SAP Universe Designer, BMC Remedy, Ericsson ENIQ, Ericsson OSS, Ericsson SMIA

CIP - Continuous Improvement Program

ROGERS WIRELESS
01.2003 - 12.2007
  • Responsible for the analysis of network data and provide coaching and support to colleagues
  • ◼ Created exception and trending reports to determine defective cell sites which improved the call quality
  • ◼ Assisted network technicians to run commands in the Ericsson support systems
  • ◼ Verification of network data to confirm to technicians that the problem they worked on is resolved
  • ◼ Trained and assisted colleagues on the use of the newly introduced BO platform to create the adhoc reports for their day to day responsibilities which increased overall productivity
  • ◼ Created reports to insure the timely resolution of trouble tickets opened for identified defective sites
  • Technologies: SAP BusinessObjects XI 3.5 Desktop Intelligence, SAP BusinessObjects XI WEBI, BMC Remedy, Ericsson Alarm Manager, Microsoft Access

NSG - Network Support Group

ROGERS WIRELESS
01.1997 - 12.2003
  • Responsible for providing support to customers on network related issues
  • ◼ Assisted customers in the resolution of network or hardware related issues
  • ◼ Communicate with the customer for issues which required work in the field once that work was completed to ensure that
  • ◼ Alert Network Operations Center and Customer Service Groups of suspected network outages
  • ◼ Opened and followed up on trouble tickets on customer network related issues
  • ◼ Trained new customer service consultants on cellular network basics and basic troubleshooting
  • Technologies: Cellware, WinFiol, Procom, BMC Remedy, Microsoft Excel, Microsoft Access

CSG - Customer Service Group

ROGERS WIRELESS
01.1995 - 12.1997
  • Responsible for support to customers for various issues with their cellular phone service
  • ◼ Answered customer questions regarding billing, pricing and the use of the cell phone
  • ◼ Anticipated customers' needs and suggest suitable price plans according to their usage
  • ◼ Took corrective action on issues reported by customers and followed up to make sure that the action taken resolved the issues the customers' satisfaction
  • Technologies: Cellware, WinFiol, Microsoft Office Suite

Education

Dawson Institute of Photography
Montreal, QC

Timeline

Customer Excellence Supervisor

MIRKA CANADA
01.2019 - Current

Managed Services Support Specialist

FIELDTURF
01.2019 - 12.2019

Managed Services Support Specialist

CIMPL
01.2019 - 12.2019

After Sales Coordinator

MIRKA CANADA
01.2016 - 12.2019

Senior Systems Analyst

ROGERS WIRELESS
01.2007 - 12.2014

CIP - Continuous Improvement Program

ROGERS WIRELESS
01.2003 - 12.2007

NSG - Network Support Group

ROGERS WIRELESS
01.1997 - 12.2003

CSG - Customer Service Group

ROGERS WIRELESS
01.1995 - 12.1997

Dawson Institute of Photography

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Elio Fucile