Tyler Boire
London,ON
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Trojan Technologies
London, Ontario
09.2022 - Current
- Implemented work process enhancements and provided training support, showcasing strong leadership qualities.
- Collaborated effectively with colleagues from diverse backgrounds to achieve objectives and resolve product or service-related challenges.
- Maintained updated knowledge through continuing education and advanced training.
- Demonstrated a problem-solving mentality leading to exceeding customers' expectations.
- Participated in cross-functional departmental Kaizens/Workshops aiming at resolving intricate customer requirements and internal operation enhancements
- Fostered collaboration with Sales and Operations departments through initiatives to better serve the customer. Removed barriers between departments to allow for faster, more effective solutions.
Technical Support Associate
Viqua
London, Ontario
10.2020 - 12.2022
- Monitored system performance metrics on a daily basis.
- Updated knowledge base with new information as needed.
- Identified areas of improvement within existing processes and procedures.
- Performed root cause analysis for recurring incidents to identify potential solutions.
- Provided guidance to less experienced technicians when needed.
- Provided technical assistance to customers via phone and email.
- Flexed into a Logistics role and developed standard practices for that team.
- Assisted with compliance around government regulatory bodies, including the EPA and FDA.
- Maintained up-to-date case documentation for future reference.
Technical Support Team Leader
Viqua
Guelph, Ontario
12.2021 - 09.2022
- Resolved escalated technical issues from customers in a timely manner.
- Developed training materials for new hires and existing employees regarding technical procedures and processes.
- Maintained detailed records of all incidents reported by customers in order to identify trends or common problems.
- Ensured compliance with company policies and procedures as well as applicable laws and regulations.
- Implemented best practices for troubleshooting complex technical issues quickly and efficiently.
- Demonstrated advanced product knowledge to solve customer issues.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Education
Bachelor of Science - Electronics Engineering
Conestoga College
Cambridge, ONSkills
- Project Management
- Complaint resolution
- One Call Resolution
- Training and mentoring
- Talent Development
- Handling Escalations
- Regulatory Compliance
- Conflict Management
- Customer-focused
- Focused on customer satisfaction
- Product Knowledge
- Tactful and diplomatic
Accomplishments
- Associate recognition award - August 2024
- Recognition in All associates meetings for quickly pivoting to new project and making an immediate impact
Certification
- Problem Solving Process Practitioner
References
References available upon request.
Timeline
Customer Service Manager
Trojan Technologies
09.2022 - Current
Technical Support Team Leader
Viqua
12.2021 - 09.2022
Technical Support Associate
Viqua
10.2020 - 12.2022
Bachelor of Science - Electronics Engineering
Conestoga College
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