Summary
Overview
Work History
Education
Skills
Timeline
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Tiffanie Beaucage

Chatham,Ontario

Summary

Dynamic and detail-oriented professional with extensive experience at Concentrix and Majorel/Teleperformance. Proven ability in troubleshooting Uconnect systems and managing customer inquiries with exceptional communication skills. Recognized for strong organizational capabilities and a commitment to customer satisfaction, ensuring timely resolutions and effective case management.

Overview

11
11
years of professional experience

Work History

Ram Promaster Case Manager

Majorel/Teleperformance
Remote
01.2023 - Current
  • Answer incoming calls from customers that are inquiring about Promaster Vehicles
  • Process checks for rental, vehicle payments and towing bills
  • Contact dealerships for part status and repair status
  • Contact Area Managers for assistance when dealerships are unable to assist
  • Help dealerships with creating STAR Master Tech cases for ongoing vehicle issues
  • Knowledge of Dayforce, Compass, Dealer Connect etc
  • Handle irate customers when they are unhappy with the progress of their cases
  • Escalate cases to Tech Pod or Parts Pod when needed
  • Provide warranty information, recall information particular to customer’s VIN

CSR Level 1 recall

Concentrix
Chatham, Canada
01.2014 - 01.2023
  • Answer incoming calls from customers that are inquiring about warranty and recalls on vehicles
  • Assist customers with making appointments at dealerships to have recalls completed or repairs completed
  • Reimbursement requests for recalls that were completed at a Certified dealership that the customer paid out of pocket for
  • At times handle irate customers and escalate to the correct department for follow up
  • Contact the dealership on behalf of the customer for information on repair history and diagnoses etc.
  • Escalate cases to supervisor when customer’s case requires
  • Order owner’s manuals for first time vehicle owners
  • Answer questions about a vehicle built using the proper verbiage and proper documentation

Level 1 Uconnect

Concentrix
Chatham, Canada
01.2014 - 01.2023
  • Help customers with the Uconnect system in the vehicle and troubleshoot when necessary
  • Assist customers with phone pairing to the radio
  • Order owner’s manuals for first time vehicle owners
  • Use and understand the programs Agent Workbench, ECCI workbench, HPIMS, Answer connect, Dealer connect, Vin Vision, Workday
  • Empathize with the customer and understand the customer's situation
  • Contact the dealership on behalf of the customer for information on repair history and diagnoses etc.
  • Escalate cases to supervisor/level 2 Uconnect when customer’s case requires
  • Assist customers with dealership appointments for radio issues

Uconnect Case Management

Concentrix
Chatham, Canada
01.2014 - 01.2023
  • Assist customers with troubleshooting radio issues and phone pairing issues
  • Authorize radio replacements/issue reimbursement checks for qualified customers
  • Work with Chrysler Master Techs for troubleshooting techniques
  • Work with dealers ordering and expediting parts for customers
  • Escalate cases to Parts team for parts expediting and provide ongoing updates to customers on part ETA
  • Contact dealerships for part status and repair status
  • Contact Area Managers for assistance when dealerships are unable to assist
  • Help dealerships with creating STAR Master Tech cases for ongoing vehicle issues.

Keyholder/Supervisor

Laura Secord
Chatham Kent, Canada
01.2020 - 01.2021
  • Handled money/debit/credit/gift cards and cash register
  • Bag Chocolate, scoop ice-cream, hallmark cards, make gift baskets, make milkshakes
  • Rearrange shelving to accommodate chocolate and hallmark cards, and other products
  • Inventory taking and ordering products for Hallmark and Laura Secord
  • Assist customers by looking for cards, gifts, ice-cream and chocolate
  • Knowledge of schedule making, sales tracking, bank deposits
  • Count float and deposit money in safe
  • Knowledge of opening/closing procedures for the store
  • Answer phones, respond to emails from head office and DM’s
  • Knowledge of proper safe food handling procedures for chocolate and ice-cream

Education

High School Diploma -

Correspondence
Chatham Kent

Skills

  • Cash handling
  • Trustworthy
  • Hardworking
  • Detail-oriented
  • Strong organizational skills
  • Ability to work with minimal supervision
  • Time management
  • People skills
  • Computer skills
  • Excellent communication skills
  • Knowledge of Chrysler products
  • Knowledge of vehicle warranties
  • Experience with incoming and outgoing calls
  • Troubleshooting Uconnect and Bluetooth
  • Software downloads
  • Knowledge of Uconnect radio replacements
  • Knowledge of Wi-Fi hotspots
  • Knowledge of Sirius XM Radio
  • Knowledge of reimbursement processes
  • Knowledge of ProMaster vehicles

Timeline

Ram Promaster Case Manager

Majorel/Teleperformance
01.2023 - Current

Keyholder/Supervisor

Laura Secord
01.2020 - 01.2021

CSR Level 1 recall

Concentrix
01.2014 - 01.2023

Level 1 Uconnect

Concentrix
01.2014 - 01.2023

Uconnect Case Management

Concentrix
01.2014 - 01.2023

High School Diploma -

Correspondence

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Tiffanie Beaucage