Maral Kirijian

Helping Hyundai Capital Canada's network of customers and dealers with their Loan and Lease Inquiries. All the while delivering exceptional, white glove service.

Implemented technology and innovative strategies to enhance call center operations, conducted audits to identify deficiencies and devised improvement strategies, resolved escalated customer issues, optimized team performance through strategic recruitment, developed operational protocols to meet demand, and coordinated training initiatives to foster continuous staff development.

Helping customers and plan administrators with inquiries about products and claims. Starting in March 2021, on a special assignment, dedicating half of time to collaborating with Contact Centre Management on real-time schedule adherence.

Led and developed high-performance support team, resulting in multiple promotions, offered data-driven recommendations for process improvements aligned with company goals, introduced profit-sharing program for record-breaking results, collaborated on large-scale initiatives to enhance customer experience and sales, conducted training, and change management to drive continuous improvement in customer service.

Applied strong leadership and problem-solving skills to ensure team efficiency and meet daily demands, strategically delegated tasks, monitored performance metrics, and implemented process updates for operational excellence, recruited and developed employees, leading to multiple promotions within the team.

Handled escalated customer contacts and resolved complex warranty disputes, collaborated internally to streamline processes, trained team members on best practices, driving efficiencies and productivity improvements.

• Provided technical support & solutions to users of Bell Express Vu's Satellite TV, working closely via phone, email, live chat.
• Promoted to the High-Performance Tech Team within 3 months of start date.

• Processed an average of 40 technical support requests received over a day on a wide range of issues related to ADP Dealer Parts Software.
• Tested new product offerings prior to release to assist development team in bug identification.