Summary
Overview
Work History
Skills
Languages
Timeline
Generic

Achraf Elhafiane

Greenville,NC

Summary

Qualified Advanced Technical Support Specialist with 20 years of helpdesk and customer service experience. Provides comprehensive Technical Support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.

Overview

14
14
years of professional experience

Work History

Sales Representative

Greenville Pool and Supply
05.2022 - Current
  • Took leads that are provided and established rapport with homeowners and closed sales of pools along with related products
  • Provided homeowners with different pool options, layouts, financing and a step by step details of how the construction process goes as well as timelines
  • Provided, landscape and backyard recommendations that suits the selected pool, provided 3D renderings of the final result to close the sale and maintained a contact with previous customers to insure future referrals.

F&I Manager

Doug Henry Chrysler, Dodge
11.2021 - 05.2022
  • Offered vehicle financing and insurance to customers and provided them with a thorough explanation of aftermarket products and extended warranties and a complete explanation of manufacturer and dealership service procedures and policies
  • Seeked new lending institutions and maintained good working relationships to secure competitive interest rates and financing programs
  • Processed financing and leasing deals accurately and secured approval through financial sources to secure approval and through the proper federal, state and corporate channels
  • Understood and complied with federal, state and local regulations that affect the new and used-vehicle and finance departments
  • Created and maintained a program with the sales department that will ensure all new sales are referred to the F&I department
  • Trained and provided the sales team with information on finance and lease programs and the benefits of the dealership’s financing and extended service programs.

Technical Support

ResMan Property Management
12.2014 - 03.2020
  • Provided technical and customer service support
  • Served as a primary liaison between our customers and ResMan interacting with our clients via phone, chats and emails
  • Assisted clients with troubleshooting technical issues with ResMan’s suite of products including network, desktop and system issues
  • Successful utilized effective questioning techniques to identify issues; clearly communicated steps necessary to resolve issues, consistently confirmed successful completion of troubleshooting to ensure effective resolution
  • Provided accounting support including helping clients find errors in reports, mistakes in ledgers and other financial troubleshooting issues
  • Committed to Providing Excellent Customer Service; Managed difficult or emotional customer situations; responded promptly to customer needs; solicited customer feedback to improve service; responded to requests for service and assistance; followed-through on commitments.

Technical Support

Jack Henry and Associates
02.2012 - 12.2014
  • Installed new or enhanced software applications including customer site preparation, post-installation training, and technical support for proprietary financial and healthcare transaction processing software platforms
  • Provided remote and on-site software installation services; support for both front and back-end system users, ensured software applications were installed and fully functional
  • Analyzed the customer’s existing products and consulted with users to map current system to the JHA product; define parameters within the software application to train users on use and feature functionality of the application
  • Communicated the customer’s needs/expectations to appropriate personnel, notified appropriate personnel of any application issues and interacted with project manager on various issues
  • Resolved non-complex to moderately complex projects; exercised judgment within defined procedures and practices
  • Demonstrated strong communication and customer interaction skills in accordance with
  • SLS ticket system policies and guidelines
  • Adequately communicated and documented necessary process changes.

Payment Operations and Underwriting Analyst

RealPage Inc
07.2007 - 02.2012
  • Managed all implementation activities related to new client contracts and set ups
  • Performed setups for Chase Payment Tech and Jack Henry Systems
  • Established new customer accounts and managed existing, established pricing records and other confidential materials
  • Provided support and assistance to internal One Site Payment Departments and to clients regarding contracts
  • Prepared customer agreements and orders, Velocity Settings and Notification to client
  • Maintained and updated client’s bank account information
  • Ensured all client documents are received in accordance with the departmental policies, legal requirements and customer specifications prior to starting the implementation
  • Prepared and confirmed pricing for client contracts; and administered and managed this process for new accounts
  • Ensured all documentations and product orders are completed accurately and timely
  • Developed, tracked and managed prospect and cancellations database
  • Organized and maintained all files upon receipt of new and completed orders
  • Served as liaison between One Site Payments, legal and sales
  • Confirmed banking information is valid and corrected by contacting financial institutions
  • Reviewed and updated client bank information to ensure changes are accurately made at vendor levels
  • Entered, reviewed and audited Velocity settings for payment processing at client level.

Skills

  • Technical Instruction
  • Troubleshooting and Diagnosing
  • Application Installation
  • Account Management
  • Remote Technical Assistance
  • Technical Support and Assistance
  • Component Replacements
  • Hardware Upgrades
  • Technical Presentations
  • User Experience
  • Compatibility Testing
  • Organizational Skills
  • Remote IT Implementation
  • Hardware Evaluation
  • Issue Research
  • Hardware and Software Configuration
  • Accurate Documentation
  • Issue and Resolution Tracking
  • Onsite Installations
  • Tech Support
  • Setup and Installation
  • Case Support
  • Hardware and Software Repair
  • Resolve Technical Problems

Languages

English
Native or Bilingual
French
Native or Bilingual
Arabic
Native or Bilingual
Spanish
Professional Working

Timeline

Sales Representative

Greenville Pool and Supply
05.2022 - Current

F&I Manager

Doug Henry Chrysler, Dodge
11.2021 - 05.2022

Technical Support

ResMan Property Management
12.2014 - 03.2020

Technical Support

Jack Henry and Associates
02.2012 - 12.2014

Payment Operations and Underwriting Analyst

RealPage Inc
07.2007 - 02.2012

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Achraf Elhafiane