Summary
Overview
Work History
Education
Skills
Timeline
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Ugo Lord-Michael

Toronto,ON

Summary

Experienced Customer Service Professional bringing 6 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

5
5
years of professional experience

Work History

Customer Service Supervisor

Sysco Canada
05.2021 - Current
  • Providing support to current and prospective Sysco customers across multiple communication channels (ie Phone and email) and ensuring a positive customer experience with every customer interaction
  • Taking incoming orders and generating sales leads by recommending new products or logical replacements
  • Monitoring the entire Toronto Order platform and responding to inquiries in a timely manner
  • Managed team of 20-25 employees. Hired and Trained employees on duties and reports as well as conducted bi-weekly meetings with team members to monitor and track personal KPIs and OKRs
  • Maintained SAP to ensure effective and full utilization of the system and ensured that all service functions and work order management information needs were met
  • Data Assembling and Entry as well as creating reports and dashboards for tracking and monitoring KPIs Support the sales team by assisting with the day-to-day needs of customers including order entry, providing delivery ETAs, customer training, credit request investigation and more
  • Identifying and assessing customers’ needs to achieve satisfaction, including the ability to work with other departments in pursuit of problem resolution
  • Daily use of MS Excel, Word, Outlook, PowerPoint, ERP systems and other in-house products
  • Becoming a subject matter expert on all Sysco customer policies
  • Worked co-cooperatively and supported all internal partners (Contracts, Quality, Supply Chain and Finance) and contributed to achieving monthly and annual sales and operational targets
  • Established brand awareness through services and events promotions in the US, Canada and Africa
  • Handling customer escalations, providing appropriate solutions and alternatives within the time limits; following up to ensure complete resolution
  • Reviewed and approved Service Tickets, and communicated product issues to production managers and quality assurance teams
  • Using tools and web applications such as Salesforce, Omni channel, Ms Dynamics 365, Ms Excel, Ms Word, Outlook, IDS, etc

Customer Service Representative

Foresters Financial
06.2019 - 03.2021
  • Answering phone calls politely and supporting clients via email, chat and telephone on our proprietary software products
  • Logging details of all support sessions and client challenges in our ticketing system
  • Listening and responding/answering customer’s reason(s) for calling
  • Asking and completing verification process/questions for insured customers
  • Giving out company information to verified customers only
  • Informing customers about their policy benefits
  • Scheduling and managing Advisor/Client Appointments and events, participating and documenting key information where required
  • Providing Insurance Information where appropriate and moving the caller through Foresters' continuum of services
  • Retention and closing
  • Clarifying the status of specific policy aid applications, in response to telephone inquiries from clients and lawyers
  • Inquiring, clarifying, and confirming customer requirements and understanding solutions
  • Providing additional customer education and information as needed
  • Notifying clients of any results/ approvals/denials in a timely and accurate manner
  • Participating in activities designed to improve customer satisfaction and business performance
  • Performing administrative support for record management, Univeris, Plan Plus, CRM data maintenance, and internal records to assure IIROC compliance
  • Responding to queries and complaints in a professional, courteous manner and providing referrals to appropriately address requests for further information
  • Working with exposure to emotionally charged situations, e.g., providing information to upset or agitated clients or employees
  • Using CRM 2011, Cisco softphone, Univeris, Cisco finesse programs, Salesforce, MS Office 365 and other databases

Call Centre Technical Support Consultant

Sutherland Global Services
06.2018 - 05.2019
  • Identifying, investigating, and resolving user problems with computer software and hardware
  • Supporting calls, chats, emails, and/or other communications from users with inquiries regarding software programming, connectivity, printing, and similar concerns
  • Signing non-users up and/or making sales on behalf of Telus
  • Providing phone technical support, and aid in troubleshooting and fixing home phone, internet, and TV issues
  • Consulting with users to determine steps and procedures taken to identify and resolve the problem
  • Providing phone technical support, and aid in troubleshooting and fixing home phone, internet, and TV issues
  • Applying knowledge of computer software, hardware, and procedures to solve problems
  • Guiding users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions
  • Collaborating with other staff to research and resolve problems
  • Collaborating with programmers to explain errors and/or recommending modifications in programs
  • Arranging service by software or hardware vendors to repair or replace defective products
  • Maintaining knowledge of technology innovations and trends
  • Performing other related duties as assigned
  • Using tools and web applications such as Salesforce, MS Dynamics 365, MS Excel, MS Word, PowerPoint, Google Mail, IDS, etc

Education

Bachelor's Degree - Economics and Business Administration

University of Windsor
Windsor, ON

Skills

  • CUSTOMER SERVICE
  • PAYING
  • Microsoft Office
  • Microsoft Excel
  • MIcrosoft Word
  • New Hire Training
  • Salesforce
  • Univeris
  • SAP
  • Call Centre
  • Oracle
  • Marketing
  • Peoplesoft
  • Organizational Skills
  • Billing
  • Sales

Timeline

Customer Service Supervisor

Sysco Canada
05.2021 - Current

Customer Service Representative

Foresters Financial
06.2019 - 03.2021

Call Centre Technical Support Consultant

Sutherland Global Services
06.2018 - 05.2019

Bachelor's Degree - Economics and Business Administration

University of Windsor

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Ugo Lord-Michael