Paul Tomlin

Leadership & Training
• Led the creation of a knowledge base and reference tools to improve efficiency, reduce call times, and increase first-call resolution.
• Reduced employee turnover by fostering a positive, team-oriented work environment with a focus on communication and skill development.
• Collaborated with cross-functional teams to integrate new products and services, ensuring seamless support.
• Developed and implemented performance metrics and regular staff evaluations to drive continuous improvement.
• Created training curricula and programs, delivering content across various formats to support business goals and employee growth.
Quality & Compliance
• Spearheaded initiatives to address Canadian field quality issues, enhancing customer satisfaction and product reliability.
• Acted as a key point of contact for escalated technical issues, providing swift resolutions.
• Developed and implemented quality processes, conducted audits, and collaborated with teams to address quality concerns.
Technical Writing & Support
• Created clear, accessible technical training materials, including knowledge articles, guides, and videos.
• Supported insurance claims and quality assurance through technical data analysis and audits.
Customer Relationship Management
• Built strong relationships with sales and customer service teams to ensure customer needs were addressed efficiently.

• Developed strong relationships with students, by maintaining open lines of communication and fostering a supportive learning environment.
• Enhanced classroom engagement through interactive teaching methods, such as group projects and hands-on activities.
• Maintained accurate records of student progress.
• Conducted assessments to measure student progress and identify areas for improvement.
• Provided feedback on assignments to help students improve academic performance.
• Achieved and maintained 98% pass rate

• Performed field service maintenance and repairs on furnaces, snow melters, water heaters, electrical systems, and plumbing.
• Provided service for both residential and commercial applications, ensuring customer satisfaction and system reliability.
• Troubleshot and diagnosed issues across a variety of systems, delivering timely and effective solutions.
• Conducted installations and preventative maintenance to enhance system longevity and performance.
• Ensured compliance with safety standards and industry regulations during all service operations.