Experience

Appcast, Inc

• United States
• Software Development
• 300 - 400 Employee

• Premium Account Manager

  • May 2023 - Present

  Fredericton, New Brunswick, Canada



Thinkific

• Canada
• IT Services and IT Consulting
• 200 - 300 Employee

• Support Team Lead

  • May 2020 - May 2023

  Fredericton, New Brunswick, Canada • Maintain performance as a strong individual contributor and be actively involved in the Customer Support process by engaging with customers via Zendesk tickets and arranging for calls with customers, as required • Coach and manage a team of direct reports. This includes performing internal reviews with reports in the form of ticket QA, conducting regular 1-on-1s, setting expectations, leading performance reviews and supporting career growth • Work with other Support Team Leads to help… Show more • Maintain performance as a strong individual contributor and be actively involved in the Customer Support process by engaging with customers via Zendesk tickets and arranging for calls with customers, as required • Coach and manage a team of direct reports. This includes performing internal reviews with reports in the form of ticket QA, conducting regular 1-on-1s, setting expectations, leading performance reviews and supporting career growth • Work with other Support Team Leads to help manage day-to-day team operations, including resolving blockers, serving as a point of escalation by helping with challenging customer inquiries, leading team huddles and meetings, and where needed, providing updates to and from other departments • Communicate OKRs to the team, offering regular progress updates to the Customer Support Manager, and inspiring my team to exceed their goals • Suggest solutions to improve processes and workflows, and contribute to meeting Support departmental level goals • Facilitate a high-performing work environment by continually looking for ways to improve team efficiency and productivity Show less



Serenova

• Software Development
• 200 - 300 Employee

• Technical Writer II

  • Apr 2019 - Mar 2020

  New Brunswick, Canada • Acquire full knowledge of features both in production and currently in development • Create and develop online documentation outlining all new and existing features of all Serenova products • Understand and demonstrate the use of new and existing features and settings of all Serenova products • Work closely with internal engineering teams to understand and release public facing notifications outlining upcoming maintenance and fixes to all Serenova products • Create and develop… Show more • Acquire full knowledge of features both in production and currently in development • Create and develop online documentation outlining all new and existing features of all Serenova products • Understand and demonstrate the use of new and existing features and settings of all Serenova products • Work closely with internal engineering teams to understand and release public facing notifications outlining upcoming maintenance and fixes to all Serenova products • Create and develop online tutorials outlining new, upcoming and existing features of all Serenova products • Work closely with customer facing teams to identify use cases and needs of the customer as it relates to public facing documentation and tutorials • Work with development teams and product management on end-to-end feature creation to ensure public facing documentation is clear and understood

• Technical Team Lead

  • Nov 2015 - Apr 2019

  Fredericton, NB • Acquire and share absolute knowledge Serenova SaaS product(s) and applications • Act as an internal resource for customer escalations and team questions/concerns • Build and deliver KPI/SLA reporting to executive leadership • Work closely with executive team to identify process gaps and create new processes to improve the support structure • Manage support team’s day-to-day operations, activity and case load • Work closely with team members to share knowledge, and collaborate… Show more • Acquire and share absolute knowledge Serenova SaaS product(s) and applications • Act as an internal resource for customer escalations and team questions/concerns • Build and deliver KPI/SLA reporting to executive leadership • Work closely with executive team to identify process gaps and create new processes to improve the support structure • Manage support team’s day-to-day operations, activity and case load • Work closely with team members to share knowledge, and collaborate on issues • Collaborate closely with other teams, such as NOC, fulfillment and Professional Services to maximize customer satisfaction • Serve customers on an on-call rotation for system down and emergency circumstances



Innovatia

• Canada
• Professional Services
• 300 - 400 Employee

• CM Backbone Engineer

  • Aug 2013 - Oct 2015

  Fredericton, NB • Acquire and share absolute knowledge of Avaya Products • Serve customers with a positive attitude, and representation of Avaya as a company • Acquire, work and resolve customer and business partner service requests in a professional and timely manner • Ensure all customer orders are processed in a time efficient manner, while cover all company basis such as billing, availability and severity of the issue • Backfill team lead/management roles for the team



Xplore Inc.

• Canada
• Telecommunications
• 500 - 600 Employee

• Subject Matter Expert

  • May 2012 - Aug 2013

  • Acquire full knowledge of all Xplornet Internet platforms in order to troubleshoot and understand configurations and settings • Act quickly and efficiently in response to customer's needs in regards to both technical and billing concerns • Implement my knowledge of computer systems and programs to properly address customer concerns and run an efficient work station in my environment



Staples Canada

• Canada
• Retail
• 700 & Above Employee

• Furniture/Technical Sales Associate

  • 2011 - 2012

  • Acquire full knowledge of all product in order to efficiently provide customers with product benefits, make suggestions and compare products • Become aware of incoming product as well as its benefits and be able to provide customer with necessary information