Experience

Roofr

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Jun 2021 - Present



Trackforce Valiant + TrackTik

• United States
• Software Development
• 200 - 300 Employee

• Customer Success Manager

  • Oct 2018 - May 2021

  Building and nurturing relationships with key stakeholders within your portfolio of clients. my ability to understand their unique needs and objectives fostered trust and collaboration. Making sure I was instrumental in driving business expansion by employing a consultative approach by providing insights and recommendations that helped clients harness the full potential of the software solutions. Scheduled regular touch points and Quarterly Business Reviews to assess software usage, discuss performance metrics, and identify areas for improvement. I identified opportunities for upsells and renewals, ensuring that clients receive maximum value from our offerings. A special dedication to client retention while actively working to prevent churn. Problem-solving skills and commitment to addressing client concerns are instrumental in preserving client relationships. Collaborating seamlessly with other teams, ensuring a cohesive and streamlined adoption of our software solutions across the organization and made sure other teams were aware of the feedback received from clients to CSMs. Adressing and resolving customer complaints and issues, actively seeking solutions to enhance overall satisfaction and loyalty. Maintaining a high level of understanding regarding industry trends, legislation, compliance, and competitor activity. This knowledge equipped me to provide clients with valuable insights and stay ahead of the curve. Project Management: -Assisted in the standardization of the operations of our biggest international client (200+ franchises) -Building of the project timeline -Monitoring of all project participant to ensure adherence of timeline and task completion -In charge of all the required documentation: Statement of work, Risk Registry, Issue Log, Change Requests, Lessons Show less



Monify Media

• Canada
• Internet Publishing
• 1 - 100 Employee

• Customer Success & Call Center Manager

  • May 2018 - Sep 2018

  Develop and maintain relationships with my portfolio of clients. Understand their unique needs, goals, and pain points to provide personalized support and tailored solutions. Organize online training sessions to empower clients in effectively using our products and services. Conduct Quarterly Business Reviews to evaluate their progress, identify areas for improvement, and recommend strategic adjustments. Act as a point of contact for addressing customer complaints and concerns. Investigate issues thoroughly, working closely with cross-functional teams to identify and implement customized solutions that effectively resolve client issues and ensure their satisfaction. Oversee the daily operations of our call centers, including call and email interactions. Ensure that established procedures and customer service protocols are consistently followed. Provide guidance and coaching to call center agents to enhance customer interactions. Project Management: -Business Case: Crafted a compelling business case about outsourcing our calls to a call center in Arizona. This included outlining the objectives, potential benefits, and expected outcomes. -Vendor Relationship Scope: I meticulous approached and assessed the vendor relationship and scoped the partnership, evaluated risks, and analyzed costs to ensure alignment with organizational goals. -Trial Participant Selection: Prior to the trial kick-off, I selected a representative sample of participants to reroute calls for testing purposes. -Online Training: I conducted online training sessions for the selected participants. This preparation was crucial in ensuring that they were well-equipped to handle customer inquiries during the trial. -Project Monitoring: Throughout the trial, I closely monitored the project's progress. This involved actively listening to calls with a focus on key performance indicators, and comparing statistics from the outsourced call center with our existing centers in other locations. Show less



RUDSAK

• Canada
• Retail Apparel and Fashion
• 100 - 200 Employee

• Customer Care & Community Manager

  • Nov 2016 - May 2018



Montreal Museum of Fine Arts

• Canada
• Museums, Historical Sites, and Zoos
• 100 - 200 Employee

• Sales & Customer Service

  • Mar 2016 - Aug 2016



Desjardins

• Canada
• Banking
• 700 & Above Employee

• Collections Account Manager

  • Aug 2014 - Feb 2016



Koodo

• Canada
• Telecommunications
• 200 - 300 Employee

• Sales Representative

  • Jun 2010 - Jul 2014