LILLY SAVIOUR
Technical Support , Sales Support & Quality Analyst
Vancouver
Summary
Versatile and customer-focused Technical Support & Sales Support Specialist with 8+ years of experience in the telecom and technology sectors. Adept at diagnosing and resolving complex technical issues, delivering clear guidance to users, and supporting sales teams with technical expertise and administrative coordination. Proven track record in quality assurance, data analysis, and responding to customer inquiries and complaints. Skilled in preparing technical documentation, facilitating product training, and collaborating with cross-functional teams to drive product improvements and enhance customer satisfaction. Proficient in Microsoft Office Suite, project scheduling, CRM systems, and process optimization, with a strong ability to translate technical concepts into actionable solutions that support both technical operations and sales initiatives.
Overview
11
11
years of professional experience
8
8
years of post-secondary education
2
2
Certifications
4
4
Languages
Work History
Sales Support Associate
United Flower Growers Co-Op
07.2023 - Current
- Respond to customer inquiries regarding product availability, pricing, and order status.
- Process sales orders, coordinate with logistics for timely delivery, and update customers on shipment tracking.
- Support the sales team with product information, promotional materials, and inventory updates.
- Maintain accurate customer records and sales data in CRM systems.
- Prepare sales reports and analyze sales trends to assist management in decision-making.
- Communicate with suppliers and vendors to confirm product availability and resolve order discrepancies.
- Assist with the preparation and execution of seasonal promotions and marketing campaigns.
- Coordinate with warehouse and delivery teams to ensure accurate and on-time order fulfillment.
- Resolve customer complaints or issues promptly, ensuring high levels of customer satisfaction.
- Provide administrative support for sales meetings, including scheduling, preparing agendas, and documenting action items.
Technical Support & Quality Analyst
Just-itc FZE LLC
09.2020 - 08.2023
- Diagnosed and resolved hardware, software, and network issues to reduce downtime and improve system performance.
- Developed technical solutions aligned with business goals and supported internal and external teams remotely and onsite.
- Led technology evaluations to enhance operational efficiency and competitiveness.
- Created technical documentation, user manuals, and troubleshooting guides.
- Delivered technical training to staff and end-users to improve technology adoption.
- Coordinated system upgrades and maintenance with vendors and IT teams.
- Conducted root cause analysis and implemented corrective actions for recurring technical issues.
- Assisted in product quality evaluation and provided competitor product performance reports.
- Recommended product enhancements based on regional market analysis.
- Handled customer support inquiries regarding product fitment and application.
- Supported Quality Assurance initiatives, audits, and process improvements.
Project Coordinator
Xad Technologies L.L.C
01.2020 - 09.2020
- Coordinated technical projects, scheduled meetings, tracked milestones, and maintained documentation.
- Collaborated with cross-functional teams to meet project requirements and deadlines.
- Assisted with system configuration, data integration, and testing phases.
- Prepared project reports and dashboards for management.
- Communicated project status and risks to stakeholders.
- Managed logistics including contracts and vendor coordination.
- Developed user guides and facilitated training sessions for project adoption.
- Ensured compliance with industry standards and organizational policies.
- Reviewed service data to ensure quality compliance and supported fitment and application issues.
Client Technical Coordinator
Quad-gen Wireless Solutions Inc
01.2015 - 01.2019
- Provided first-line and escalated technical support for hardware, software, and network issues.
- Maintained IT systems through updates, backups, and regular checks.
- Documented solutions in a knowledge base to support team training.
- Supported rollout of new technologies and conducted user training.
- Tested new technologies and gave feedback for improvements.
- Managed multiple support cases ensuring timely resolution and customer satisfaction.
- Supported quality control and complaint escalation processes.
- Created training materials and led internal knowledge-sharing sessions.
Education
Post Baccalaureate Diploma - Technical Management
Kwantlen Polytechnic University
Vancouver, BC 01.2023 - 01.2025
M.Tech - Communication Systems
Karunya University
01.2013 - 01.2015
B.E. - Electronics & Communication
Anna University
01.2009 - 01.2013
Skills
Troubleshooting hardware/software/network issues
Root cause analysis
Technical documentation
Product fitment support
Staff training
Claims management
Data analysis
Project coordination
Customer inquiry resolution
Sales material preparation
Product information support
Competitor analysis
Technical presentations
CRM management
Product demos
Sales reporting
Cross-team communication
Microsoft Office Suite: Word, Excel, PowerPoint, Outlook
CRM Systems: Salesforce, Zoho CRM
Project Management Software: Microsoft Project, Trello
Data Analysis (Excel, Google Sheets)
Technical Documentation: Microsoft Word, Google Docs
Communication & Collaboration (Gmail, Outlook, Teams, Zoom, Slack, Google Workspace)
Quality Assurance Tools (Jira)
Basic Troubleshooting (Windows OS, Microsoft Office)
Strong organization
Client relationship building
Sales strategy development
Sales process
Inventory control
Salesforce proficiency
Report generation
Appointment setting
CRM software
Performance metrics tracking
Departmental reporting
Cash wrap management
Kiosk maintenance
Complaint resolution
Customer relationship management
Customer needs assessment
Performance tracking
Business development
Customer order management
Customer engagement
Time management
Excellent communication
Team collaboration
Strategic planning
Customer retention
Analytical skills
Solution selling
Cold calling
Account servicing
Consultative selling
Certification
PMP, Under Process
Accomplishments
- Reduced system downtime by 20% through efficient troubleshooting.
- Led team to achieve 95% customer satisfaction in support services.
- Trained 30+ staff in technical solutions, improving adoption by 30%.
- Implemented system upgrades, reducing operational costs by 15% annually.
<Enter your own>
- Availability: Full Time ( Open Work Permit )
- Visa Status: Open Work Permit
- Work Permit: Open Work Permit
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Sales Support Associate
United Flower Growers Co-Op
07.2023 - Current
Post Baccalaureate Diploma - Technical Management
Kwantlen Polytechnic University
01.2023 - 01.2025
Technical Support & Quality Analyst
Just-itc FZE LLC
09.2020 - 08.2023
Project Coordinator
Xad Technologies L.L.C
01.2020 - 09.2020
Client Technical Coordinator
Quad-gen Wireless Solutions Inc
01.2015 - 01.2019
M.Tech - Communication Systems
Karunya University
01.2013 - 01.2015
B.E. - Electronics & Communication
Anna University
01.2009 - 01.2013