Micheal Truong
Toronto,ON
Summary
A seasoned professional from TouchBistro, offering over 7 years’ experience working on Point of Sale implementations.
Strong track record in implementing solutions and driving successful project outcomes. Known for effective team collaboration, adaptability, and consistently delivering results. Possess strong analytical skills, problem-solving abilities, and client-focused approach.
Overview
7
7
years of professional experience
Work History
Enterprise Product Install Technician
TouchBistro
02.2022 - Current
- Ensured accurate and complete remote/onsite product installations for over 2000 clients
- Coordinate and participated in VIP projects, for example a 70+ station setup for a client during the Calgary Stampede covering 2 Tent Grounds // Gordan Ramsay Projects for various TV shows
- Consistently exceeding monthly goals and targets with an average of 25-40% higher than required
- Maintain above 95% CSAT rating for all onboarded clients
- Improved customer satisfaction by providing timely and efficient installations of various equipment.
- Continuously updated technical knowledge through training sessions, workshops, and self-directed learning to provide exceptional service to clients.
- Provided outstanding customer service before, during, and after the installation process for seamless experiences.
Product Installation Technician
TouchBistro
06.2018 - 02.2022
- Responsible for assisting and walking customers through setting up the POS system with Hardware, Network and Software
- Provide assistance in support for both Tier 1 and Tier 2 related issues at any given time
- Constant communication between the implementation/on-boarding team to properly schedule and have customers go live within set time frame
- Provide on-site support/setup with local clients that are experiencing difficulties with the software/hardware or network
- Engage with development and product team with direct issues and requests related to the software
- Managing cases that come in from internal departments and properly schedule/communicate with all parties involved
- Actively participated in team meetings, contributing valuable input toward process improvements and increased productivity
Team Lead - Product Implementation Solutions
TouchBistro
09.2019 - 07.2020
- Manage a team of around 8-15 Product Installation Technicians
- Trained and coached team members in techniques necessary to complete job tasks.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Handle escalations and provide clients with the best solution and experience possible
- Design and implement new processes within current CRM system - Creating reports, dashboards and various documentation to track metrics and performance
- Identify needs/opportunities to enhance our hardware/product offering, research and document accordingly and roll out to the necessary teams
- Build strong relationships and work cross-departmentally with internal teams to collaborate on objectives and ensure we continue to strive for exceptional customer service and product enhancement
Education
Advanced Diploma - 3D Design/Animation
Durham College
Oshawa, ON06-2011
Skills
- Network connectivity
- Software/Hardware troubleshooting
- Project management
- Software implementation
- Implementation management
- Customer support
- Interpersonal skills
- Attention to detail
- Issue resolution
Languages
English
Native or Bilingual
Chinese (Cantonese)
Native or Bilingual
Timeline
Enterprise Product Install Technician
TouchBistro
02.2022 - Current
Team Lead - Product Implementation Solutions
TouchBistro
09.2019 - 07.2020
Product Installation Technician
TouchBistro
06.2018 - 02.2022
Advanced Diploma - 3D Design/Animation
Durham College
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