Kris Tayag

Experience

• 

  Canada Revenue Agency

  Jan 2001 - Jun 2003

  Technical Analyst

  • Assisted users with their hardware and software related problems.• Configured desktops and laptops to Customs Revenue Agency standards.• Managed user account access and security permissions.

• 

  IDC Worldsource Insurance Network Inc.

  Jan 2004 - Jan 2013

  • Provided support for end-users on computer hardware, software and networking issues.• Researched client requests and issues for prompt resolution.• Developed marketing handouts, presentations and newsletters.• Managed marketing mail-outs through online email marketing solution, Constant Contact. • Ensured all submitted mutual and segregated funds applications were MFDA compliant.• Processed all mutual fund purchases, switches and transfers through proprietary software.• Reported weekly on investment business performance.

  • Technology Specialist

    Jan 2007 - Jan 2013

  • Funds Case Coordinator

    Jan 2004 - Jan 2007
• 

  Guardian Capital

  Jan 2013 - Jan 2018

  Business Analyst/ Dynamics CRM Specialist

  • Acting as the liaison between the internal teams and application vendors.• Tracking vendor related production and testing issues from discovery to resolution.• Establishing and maintaining a strong professional relationship with clients and vendors.• Analyzing business processes to provide ongoing enhancements to client experience.• Strategic and thorough documentation outlining client proposals and requests.• Monitoring issue logs to ensure any necessary changes are addressed appropriately.• Applying analytical skills to resolve problems and deliver viable solutions.• Assessing client reported issues and working to drive them to closure.• Taking responsibility for the support and timely resolution of issues in Microsoft Dynamics CRM.• Managing the QA cycle, loading and validating test cases to provide clarity and instructions.• Configuring and customizing existing Dynamics CRM environment to suit business needs.• Developing custom Dynamics CRM workflows and business process flows.• Organizing and conducting Dynamics CRM training sessions for management and staff.• Executing the migration of legacy data through the use of Scribe Insight software. Show less

• 

  CRM Dynamics an HSO Company

  Jan 2018 - Nov 2021

  **CRM Dynamics was acquired by HSO in November 2021*• Manage customer profiles including purchase history, service history, and entitlements• Manages small project delivery and responsible for support agreements and agenda based engagements• Monitor and manage consumption of hours for support and agenda based projects• Prepare and present status reports for support projects and agenda based projects• Create process improvement to ensure consistency and speed to deliver• Regularly engage with customers to ensure satisfaction with performance of CRMD team• Responsible for the support team that serves as the first point of contact for customers seeking technical assistance• Ensure proper recording, documentation and closure of customer cases and service requests• Maintain knowledge base of common issue resolutions• Responsible for the maintenance of CRMD CSP• Hold product demonstrations for customers• Work with the team to keep current of the latest releases in Dynamics technologies Show less • ‭ ‭Serve as the first point of contact for customers seeking technical assistance‭ ‬‬‬• ‭ Provide technical assistance and support for incoming queries and‭ ‭issues related to Dynamics 365 ‬ ‬‬‭‭ ‬software systems‭ ‬‬‭• ‭ Respond to customer issues through email, phone and computer sharing sessions‭ ‬‬‬• ‭ Elicit support from next level support personnel as required‭ ‬‬• ‭ Maintain knowledge base of common issue resolutions‭ ‬‬• ‭ Regularly foll‭ow up with customers to ensure issues have been resolved‭ ‬‬‬• ‭ Ensure proper recording, documentation and close of customer cases‭ ‬‬‭•‬ ‭ Write, maintain and suggest improvements on Standard Operating Procedures relating to customer and‭ internal system support‭ ‬‬‭•‭ Support internal and client projects with system configurations / customizations‭ ‬‬‬‭•‬ ‭ Create a‭ccounts and configure hardware as part of on‭-‭boarding process‭ ‬‬‬‬‬ Show less

  • Service Manager

    Feb 2021 - Nov 2021

  • Help Desk Analyst, Lead

    Jan 2018 - Oct 2021
• 

  HSO

  Oct 2021 - now

  Service Manager