Summary
Overview
Work History
Education
Skills
Timeline
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Erik Izrailov

Thornhill,Ontario

Summary

Dependable employee seeking opportunity to expand skills and contribute to company success. Considered hardworking, ethical and detail-oriented.

Overview

22
22
years of professional experience

Work History

Bilingual Dealer Support Representative

Sym-Tech Dealer Services
01.2021 - 01.2023
  • Collaborated with team manager in order to deliver quality customer experience
  • Documented, researched and resolved customer service issues with cooperation of the internal department
  • Handled customer inquiries, payments and service requests through correspondence with members of the sales team via phone or email
  • Updated records with details of customer interactions and transactions
  • Acknowledged and directed customer requests for additional products or services to appropriate licensed representatives
  • Collaborate with internal departments to find resolutions and conduct further research on customer account
  • Created and entered enrollment applications for new consumers in company database
  • Kept records of customer interactions or transactions, recording details of inquiries and actions taken
  • (including CRM records)
  • Collaborated with Accounting department to ensure accurate processing of cancellations, refunds, and adjustments
  • Handled monthly call center performance objectives including call quality and performance
  • Maintained a strong knowledge of Sym-Tech products
  • Liaised with the sales team to coordinate in-field support
  • Collaborated with Marketing department and coordinate with Distribution Centre to ship regular sales supply orders
  • Assembled marketing/sales collateral and POS materials.

Bilingual Call Center Representative

Engage People Inc
01.2018 - 01.2021
  • Team Leader, - Responsible for high quality customer support for the clients of Desjardins & TD Bank
  • Processed orders regarding gift cards and other every day merchandises, provided updates on existing orders
  • Assisted clients with the account maintenance, password reset, profile detailing
  • Responded to customer inquiries and complaints
  • Developed schedule for field service personnel with management department
  • Provided clients with technical support based on each customer individual request
  • Knowledge of Maximo, E-Helpdesk, RealSuite.

Bilingual Power Assist Call Center Representative And Dispatcher

Util-Assist Inc
01.2016 - 01.2018
  • Team Leader, Responsible for supporting clients through outage situations by handling incoming calls
  • Troubleshooting, and logging events to help resolve power problems
  • Advanced technical skill set due to the requirement to conduct analysis, review reports and manage and resolve exceptions (errors) across multiple systems.

Bilingual Facilities Services Coordinator And Dispatcher (Shell)

Brookfield Integrated Solutions
01.2013 - 01.2016
  • Managed work order requests that are received by phone, email and Qualified calls to ensure work order requests are dispatched to the appropriate vendor for warranty claims and repairs
  • Responsible for escalations including correspondence with upper management
  • Probed and documented details of service requests and capture update(s) in a work order
  • Assessed and assigned priority to warranty work orders ensuring contractual turnaround times are met
  • Dispatched and communicated scheduled property maintenance, demand work order details to appropriate service provider(s) or field service personnel
  • Voicemail.

Bilingual Technical Customer Support

Pioneer Electronics of Canada
01.2006 - 01.2010
  • Responded to customer inquiries and complaints
  • Authorized shipping and repairs required in accordance with terms and coverage of individual warranty contracts
  • Assist dealers in handling unsettled claims by consulting with service personnel and/or customers
  • Provided timely and effective communication of decisions to claimants and dealers
  • Assisted customers and dealers with technical support and product information, warranty claims, inquires, extended warranty inquiries.

Bilingual Technical Support-Customer Care Associate

Moneris Solutions
01.2001 - 01.2006
  • Handled Customer/Dealer calls requesting assistance with proprietary equipment
  • Troubleshooted equipment as well assisted customers with balancing inquiries and missing deposits
  • Managed and monitored logistics of defective equipment as well as shipping of the new inventory replacements for dealers and customers
  • Dispatched technician to replace defective equipment.

Education

Dealer Certificate- Ontario Motor Vehicle Industry Council: Business Administration -

Georgian College
01.2008

Advanced (C1) English -

Seneca College
01.2000

Advanced (C1) French -

Seneca College
01.2000

Proficient (C2) Russian -

Seneca College
01.2000

Skills

  • Excellent interpersonal and communication skills
  • Experienced and Efficient in using CRM(s) (Polo Admin, Zen Desk, Hinge, SAP & My Access, CRM, PCRS, Dave 1 and Dave 2)
  • Experienced at working efficiently under pressure, proven teamwork, strong organizational skills, great problem solver, detail oriented, exceptionally well organized, dependable and reliable

Timeline

Bilingual Dealer Support Representative

Sym-Tech Dealer Services
01.2021 - 01.2023

Bilingual Call Center Representative

Engage People Inc
01.2018 - 01.2021

Bilingual Power Assist Call Center Representative And Dispatcher

Util-Assist Inc
01.2016 - 01.2018

Bilingual Facilities Services Coordinator And Dispatcher (Shell)

Brookfield Integrated Solutions
01.2013 - 01.2016

Bilingual Technical Customer Support

Pioneer Electronics of Canada
01.2006 - 01.2010

Bilingual Technical Support-Customer Care Associate

Moneris Solutions
01.2001 - 01.2006

Dealer Certificate- Ontario Motor Vehicle Industry Council: Business Administration -

Georgian College

Advanced (C1) English -

Seneca College

Advanced (C1) French -

Seneca College

Proficient (C2) Russian -

Seneca College

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Erik Izrailov