Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Interests
Timeline
Generic

JEFF FROST

WELLAND,ON

Summary

Accomplished Professional Services Consultant with a proven track record at Epicor Retail, enhancing client satisfaction through innovative solutions and strategic risk mitigation. Excelled in cross-functional collaboration and client relationship building, significantly boosting long-term partnerships. Expert in software implementation and problem-solving, consistently delivering projects within budget and timelines, ensuring a seamless transition for clients.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Professional Services Consultant

Epicor Retail
10.2022 - 02.2025
  • Reduced project risks by proactively identifying potential issues and implementing mitigation strategies during planning stages.
  • Optimized resource allocation by assigning appropriate personnel based on project scope, complexity, and skillset requirements.
  • Boosted overall client satisfaction ratings through consistent delivery of high-quality services, tailored solutions, and timely support.
  • Established strong relationships with clients through consistent communication and proactive engagement, leading to increased trust and long-term partnerships.
  • Managed multiple projects simultaneously, prioritizing tasks to meet deadlines without compromising quality or customer satisfaction.
  • Provided ongoing support to clients throughout project implementation, ensuring smooth transitions and minimizing disruptions.
  • Collaborated with cross-functional teams to develop innovative solutions, ensuring successful project completion within budget and timelines.

Implementation Specialist

CBC Computer Systems
03.2017 - 10.2022
  • Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
  • Developed strong relationships with clients, fostering trust and confidence in the implementation process.
  • Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
  • Maintained up-to-date knowledge of industry trends and best practices in order to provide the most relevant solutions for clients'' businesses.
  • Provided ongoing support to clients post-implementation, addressing any concerns or issues promptly and professionally.
  • Contributed to the continuous improvement of implementation processes through regular feedback sessions and lessons learned discussions.
  • Developed clear documentation for all implementation processes and procedures, enabling easy knowledge transfer among team members.
  • Served as a subject matter expert for both internal teams and clients during the implementation process, providing guidance and clarification when needed.
  • Ensured seamless system integration, conducting thorough testing and troubleshooting before final deployment.
  • Assessed project scope to confirm details and understand customer expectations in advance.

Product Support Specialist

CBC Computer Systems
04.1999 - 03.2017
  • Increased knowledge base usage by creating detailed articles on common product issues and solutions.
  • Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
  • Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
  • Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
  • Optimized workflows by identifying areas for improvement in existing processes and implementing changes accordingly.
  • Developed strong relationships with clients, resulting in increased trust and loyalty to the company''s products.
  • Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
  • Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
  • Improved the overall efficiency of the support team with streamlined processes and clear communication.
  • Assisted marketing efforts by reviewing promotional materials from a technical perspective, ensuring accuracy and clarity in messaging.
  • Supported clients during critical incidents, demonstrating a calm and reassuring demeanor under pressure while working towards a swift resolution.
  • Enhanced customer satisfaction by providing timely and accurate product support.
  • Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
  • Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
  • Maintained up-to-date knowledge of industry trends and competitor offerings, enabling more effective client consultations when discussing product benefits.
  • Mentored new Product Support Specialists, fostering a positive work environment that encouraged professional growth.
  • Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
  • Enhanced user experience by creating and updating detailed FAQs and troubleshooting guides.
  • Translated technical details into user-friendly language for help articles, broadening customer self-service options.
  • Fostered team environment focused on continuous improvement, leading to decrease in repeat customer complaints.
  • Resolved technical issues for clients through effective troubleshooting and problem-solving techniques.

Education

Certificate - Management Accounting Certificate

Niagara College
Welland, None

Accounting

University of Calgary
Calgary, None

High School Diploma -

Ecole Secondaire Confederation
Welland, ON
06-1989

Skills

  • Client relationship building
  • Issue resolution
  • Network troubleshooting
  • Software implementation
  • Cross-functional collaboration
  • Implementation and configuration
  • Escalation management
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Reliability
  • Organizational skills

Accomplishments

I was an essential team member in hundreds of successful point of sale software installations, that I helped design and support from the ground up.

Languages

French
Native or Bilingual

Certification

Currently enrolled in the OWWC OIT Program.

Scheduled to take the test 03/24/2025

Interests

  • I like working with my hands and fixing things In the winter months I ice fish and in the warmer months I enjoy the outdoors camping, golfing and riding my bike along the canals trails

Timeline

Professional Services Consultant

Epicor Retail
10.2022 - 02.2025

Implementation Specialist

CBC Computer Systems
03.2017 - 10.2022

Product Support Specialist

CBC Computer Systems
04.1999 - 03.2017

Certificate - Management Accounting Certificate

Niagara College

Accounting

University of Calgary

High School Diploma -

Ecole Secondaire Confederation

Similar Profiles

CREATE PROFILE
JEFF FROST