Experience

Workzoom

• Canada
• Software Development
• 1 - 100 Employee

• Workzoom Coach

  • Jul 2021 - Nov 2021

  Uxbridge, Ontario, Canada



Self-employed

• Small Business Specialist

  • Oct 2020 - Jul 2021

  Greater Toronto Area, Canada Content copywriting, editing and proofreading services for small businesses. Other on-demand services include customer success consulting, website maintenance, social media management, and more.



Get Up and Learn

• Certified Customer Success Manager-L2 | Training | Workshop Facilitator

  • Nov 2018 - Oct 2020

  Markham, Ontario Soft Skills training specialist and SaaS Customer Success Consulting services encompassing operational, functional, and strategic requirements.



Angus Systems

• Canada
• Software Development
• 1 - 100 Employee

• Implementation, Training, Support, Website Maintenance, Documentation

  • 2009 - 2018

  Don Mills, Ontario Hands-on implementation specialist with oversight of all post-sale client-facing activities including implementation, training, support, and related services. Focused on consistently delivering “Service Excellence” resulting in a sustained 96.7% customer health score. > Delivered outstanding client service propelling annualized 7-12% net ARR growth with 0% service-related churn by relentlessly pursuing employee satisfaction & engagement, product & delivery enhancements, and continuous… Show more Hands-on implementation specialist with oversight of all post-sale client-facing activities including implementation, training, support, and related services. Focused on consistently delivering “Service Excellence” resulting in a sustained 96.7% customer health score. > Delivered outstanding client service propelling annualized 7-12% net ARR growth with 0% service-related churn by relentlessly pursuing employee satisfaction & engagement, product & delivery enhancements, and continuous client focus. > Team-wide, annually resolved 12,000-15,000 support requests and 3,000+ implementation projects earning 82% “Excellent” service rating from clients (vs. global benchmark of 67%), with a two-hour support response time of 96.2%, exceeding our key targets. > Scripted developed and produced 100+ on-demand training and product overview videos, tutorials, and webinars. Migrated from live-training to a Learning Management System. Owner of client-facing documentation. > With approximately 40 directly assigned clients and more than 700+ clients overall, I was responsible for all post-sale servicing activities including project management, client training & system configuration, managing data migrations & conversions, performing thorough activity tracking, conducting upgrade renewal & growth discussions, and providing guidance, suggestions and best practices for clients to maximize the value and ROI of our software on client business operations. Show less



Pearson

• United Kingdom
• Education
• 700 & Above Employee

• IT Infrastructure management including Desktop, Server, Network & Telecom services

  • 2001 - 2008

  National team leader providing technology services and support in a mixed technology environment for a global company.



Call-Net Enterprises Inc. / Sprint Canada Inc., Triathlon Leasing, Campeau Corporation

• Various Hands-on Tech & Management Positions

  • 1985 - 2001

  Greater Toronto Area Metropolitan Area