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Work Background
Support Specialist II
VimeoSupport Specialist II
Oct. 2022 - Oct. 2024Tel Aviv, Israel- Deliver high-quality, timely responses to support tickets received via email, phone and chat - Focus on resolving complex issues in various product areas, requiring highly customized responses and advanced troubleshooting skills - Provide training and support for 15 new Support Level 2 agents - Collaborate with Knowledge Management team to ensure SOPs were developed and up to date company wide - Collaborate with Support teammates around the globe to help manage ticket queues and troubleshoot issues reported by users as well as staff - Utilize and contribute to support-related documentation, processes, and workflows - Provide dedicated Enterprise services to our Enterprise customers to ensure customer expectations and satisfaction are met - Assist in tracking and reporting on customer pain points, feature requests, and other feedback to be shared with Product and Engineering stakeholders - Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments - Consistently meet and exceeded KPI goals by at least 5% bi weekly - Ability to solve 50+ complex technical cases weekly with an average 95% customer satisfaction score
Technical Support Specialist
accessiBeTechnical Support Specialist
Feb. 2022 - Jul. 2022Tel Aviv, Israel• Assist customers and clients for SaaS company (B2B and B2C) with implementation and troubleshooting JavaScript Code. • Answered over 100 open tickets daily via chat and email for technical problem solving and account related issues. Achieved an average customer response/ first contact time of 60 seconds or less. • Produced a 97% customer satisfaction rating and 90% retention rate utilizing effective communication and time management. • Thoroughly explain to clients and potential partner clients how to use software and sell the solution to future clients.
Solutions Architect
KMS LighthouseSolutions Architect
Nov. 2021 - Feb. 2022Petaẖ Tiqwa, Central, Israel• Organized and produced Proof of Concept demonstrations of the company’s software solution and effectively closed multiple sales deals with a sales conversion rate of 10%. • Project manager for groups of various sizes to help customers achieve the full use of the software solution via video conferencing and live demonstrations/ presentations. • Characterization and deployment of software to enterprise businesses.
Customer Service Specialist
Univar SolutionsCustomer Service Specialist
Feb. 2021 - Aug. 2021Toronto, Ontario, Canada• Responsible for leading the support group of 15 participants through the sales, billing, and logistical business cycle, and achieve top customer satisfaction goals by utilizing problem solving techniques. • Executed a global companywide CRM switch over in part with the learning and development team, to enhance the software and CRM platform in 6 weeks.
Customer Service Specialist
WestJetCustomer Service Specialist
Jan. 2013 - Feb. 2021Toronto, Canada Area• Supported a team of 100 agents in multiple departments to create positive customer experiences, by effectively communicating and demonstrating leadership skills to achieve optimal operation goals performance. • Improved delayed baggage and on-time aircraft departures by an overall 7% with effective teamwork and inter-departmental communication in a time sensitive environment. • Lead trainer and onboarding specialist for all new hires in groups of 5 or more. Reduced training time from 8 to 4 weeks by developing real time training program and utilizing support tools.
Sales Coordinator
Starwood Hotels & Resorts Worldwide, Inc.Sales Coordinator
Feb. 2009 - Jan. 2011Toronto, Canada Area• Delivered in-depth sales and administrative support to sales management team. • Collaborated with managers and corporate event planners to assist with client contract development, sales proposals, and event activities. • Successfully increased room counts for many contracts by up to 10% for large groups and associations. • Delivered 15% client base growth via introduction of innovative sales and marketing strategies; cultivated key relationships within the local business community to maximize brand awareness. • Reviewed operational records to prepare productivity reports and track customer volume and sales trends. • Drove sales by effectively up-selling and cross-selling products to maximize profitability. • Coordinated and finalized sales proposals to complete purchases.
Front Desk Associate
Sheraton Centre Toronto HotelFront Desk Associate
Oct. 2005 - Jan. 2009Toronto, Canada Area• Handled payment processing and provided customers with receipts and proper bills and change. • Completed end-of-day reporting and balanced registers to maintain financial accuracy. • Greeted incoming guests warmly, issued room keys and shared information on policies and amenities. • Posted charges, updated accounts and issued bills to departing guests. • Facilitated front desk operations for busy high-volume hotel. • Supervised daily operations of hotel front desk in absence of manager. • Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.

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