Tiphaine MacGregor

Operations Associate

Leicester, Leicestershire, United Kingdom15 yrs 5 mos experience

Highly Stable

Key Highlights

Bilingual in French and English, enhancing customer support.
Expert in technical support for Garmin automotive products.
Strong analytical skills with a focus on customer satisfaction.

Stackforce AI infers this person is a Technical Support Specialist in the Automotive Electronics industry.

Contact

Skills

Core Skills

Technical SupportCustomer SatisfactionCustomer Interaction

Other Skills

Ticketing SystemsJIRAAttention to DetailCritical ThinkingEscalation ResolutionProblem SolvingData AnalysisProduct KnowledgeCustomer-focused ServiceTechnical CompetenceComputer LiteracyConfluenceCustomer Relationship Management (CRM)Phone EtiquetteService-Level Agreements (SLA)

About

Recently relocated to Leicestershire, I am bilingual in French. I am from a customer service background with years of experience and have grown into a technical support field expert in automotive products for Garmin Europe. I have strong analytical skills and a track record of excellence in reporting field quality concerns to engineers. My ability to adapt to the audience and deliver technical information in an accessible way helps ensure customer satisfaction. I enjoy resolving issues with troubleshooting, testing, analysing, growing a detailed and thorough product knowledge. I am taking on a new challenge in a different industry with Anaplan and excited for the journey ahead with this role.

Experience

15 yrs 5 mos

Total Experience

2 yrs 8 mos

Average Tenure

4 mos

Current Experience

Anaplan

Strategic Support Analyst

Jan 2026 – Present · 4 mos · United Kingdom · Remote

Garmin (europe) limited

3 roles

Senior Technical Support Specialist - Helpdesk

Promoted

Mar 2017 – Mar 2025 · 8 yrs

Second tier technical Support for Garmin Europe, working in a team of 4, I am the field specialist for the Automotive segment but deal with other markets as well (Outdoor, fitness and wellness segment)
Heavy product knowledge for a wide range of products including Satellite navigation devices, in-car infotainment systems, mapping, dash cams, action cameras, Mobile apps,
Investigate escalated technical problems raised by the first line Agents in a timely manner, providing accurate and factual replies
Offering support to agents across all countries in Europe via Microsoft Teams, emails, tickets when technical issues are raised.
Troubleshooting, testing and reporting issues to Engineering using JIRA ticketing system. Direct problems or enquires to appropriate members of Garmin across the globe using the creation of cases. Follow up to resolution.
Keeping up to date with the products and being aware of the new market trends
Ensuring the SLA and targets are meeting the department standards at all times
Dealing with a variety of departments on site for the company such as Product Managers, QA, Engineering, Sales, Marketing, Service, Warehouse
Assistance to the Trainers and knowledge administration with reviewing product training materials and documentation

Technical SupportTicketing SystemsJIRACustomer SatisfactionAttention to DetailCritical Thinking+13

Team Support Agent

Oct 2016 – Mar 2017 · 5 mos

Dealing with customer enquiries on all channels (emails, phone, web chat, Social media)
Supporting the agents with messages in Skype, interveening for general system and procedural enquiries.
Supporting the new starter agents in the team in shadowing, and training
Supporting the team managers with everyday tasks and reporting issues

Customer SatisfactionAttention to DetailCustomer-focused ServiceCustomer Relationship Management (CRM)Customer InteractionPhone Etiquette

Customer Care Associate

Aug 2014 – Oct 2016 · 2 yrs 2 mos

Technical support for British and French speaking Garmin customers
responding quickly to customers through various channels; Phone, Emails, Web chat and Social Media, assisting with pre sale and post sale enquiries.

Customer SatisfactionAttention to DetailCustomer-focused ServiceCustomer Relationship Management (CRM)Customer InteractionPhone Etiquette