Experience

Clio - Cloud-Based Legal Technology

• Canada
• Software Development
• 700 & Above Employee

• Data Migration Specialist

  • Feb 2020 - Present

  Burnaby, British Columbia, Canada --Work closely with Sales and Customer Onboarding Specialists to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible; --Perform data transformations and imports from various sources (often CSV and SQL) into the Clio products and handle escalated data processing cases; --Provide superb customer service throughout the data migration process; Manage multiple client cases at a time with strict observance of associated tasks and… Show more --Work closely with Sales and Customer Onboarding Specialists to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible; --Perform data transformations and imports from various sources (often CSV and SQL) into the Clio products and handle escalated data processing cases; --Provide superb customer service throughout the data migration process; Manage multiple client cases at a time with strict observance of associated tasks and deadlines (as defined by the department); --Be confident, articulate, and sensitive to the needs of customers and internal partners; --Contribute regularly to our customer-facing knowledge base [Help Center]; --Partner with other members of the Customer Enablement and Tech Esc teams to develop processes around the design, development, and testing of data transformation, extraction and training activities; --Gain a deep understanding of and staying up to date with the Clio product and common workflows; --Always looking for and being curious about process and technology improvements to enhance the customer’s journey and automate the function of the role;

• Intermediate Customer Support Specialist

  • Nov 2018 - Feb 2020

  Burnaby, British Columbia, Canada

• Customer Support Specialist

  • Dec 2017 - Nov 2018

  Burnaby, British Columbia, Canada —Handle inbound requests by phone, chat and email with an eye to making the customer experience as effortless as possible; —Through my mastery of the Clio product, confidently answer the question asked and proactively answer the next one they haven’t even thought of; —Capture feedback on the product for use by our Product team; —Methodically troubleshoot issues and coordinate resolution with the rest of the Clio Team; —Add to our knowledge base, consistently check for quality and… Show more —Handle inbound requests by phone, chat and email with an eye to making the customer experience as effortless as possible; —Through my mastery of the Clio product, confidently answer the question asked and proactively answer the next one they haven’t even thought of; —Capture feedback on the product for use by our Product team; —Methodically troubleshoot issues and coordinate resolution with the rest of the Clio Team; —Add to our knowledge base, consistently check for quality and coach our users in the usage of this knowledge base; —Contribute to personal and group projects to improve service delivery and processes across the department. (Took a Working Holiday in Japan from March to December 2017)



Sakura House Japan

• Communication Infrastructure Specialist ・ 通信インフラ管理

  • Oct 2017 - Nov 2017

  Shinjuku, Tokyo, Japan Tasked with researching and implementing a new cloud-based CRM system (ZenDesk) and a new internal communications tool (Slack) on an 150-User Enterprise Level, including filters, views, channels and workflows.

• Marketing and Design Specialist ・ マーケティング部

  • Sep 2017 - Nov 2017

  Shinjuku, Tokyo, Japan I created English-language marketing materials aimed at new residents, as well as designed over 400 custom guide maps for each of our properties across Tokyo, with custom transit iconography and wayfinding assets.

• Sales and Resident Relations (EN/FR/JP) ・ 営業部

  • Jul 2017 - Oct 2017

  Shinjuku, Tokyo, Japan I liaised with new arrivals and got them set up with their temporary apartment or guesthouse. I used all 3 of my languages on a regular basis, with both coworkers and customers. I printed and processed paperwork and reported Sales and Availability data to the higher-ups.



RSK Co. Ltd. (SAKURA EXCHANGE)

• Chief Operating Officer ・ 最高執行責任者

  • May 2017 - Nov 2017

  Shibuya, Tokyo, Japan While I lived in Tokyo, I ran a chain of Currency Exchange and Financial Services shops, with 6 locations across Tokyo. I managed the staffing of both Foreign and Japanese staff, shift scheduling, payroll, training and development, and processing cash drops.

• Trilingual (EN/FR/JP) Customer Service Team Lead・ 顧客サービス

  • Mar 2017 - May 2017

  Shibuya, Tokyo, Japan I worked in a Currency Exchange shop, speaking to customers in English, French and Japanese, and conducting currency exchange transactions. I handled very large (1M+) amounts of cash, processed deposits, and managed their internal IT issues.



Clio - Cloud-Based Legal Technology

• Canada
• Software Development
• 700 & Above Employee

• Customer Support Specialist

  • Feb 2016 - Mar 2017

  Burnaby, British Columbia, Canada —Handle inbound requests by phone, chat and email with an eye to making the customer experience as effortless as possible; —Through my mastery of the Clio product, confidently answer the question asked and proactively answer the next one they haven’t even thought of; —Capture feedback on the product for use by our Product team; —Methodically troubleshoot issues and coordinate resolution with the rest of the Clio Team; —Add to our knowledge base, consistently check for quality and… Show more —Handle inbound requests by phone, chat and email with an eye to making the customer experience as effortless as possible; —Through my mastery of the Clio product, confidently answer the question asked and proactively answer the next one they haven’t even thought of; —Capture feedback on the product for use by our Product team; —Methodically troubleshoot issues and coordinate resolution with the rest of the Clio Team; —Add to our knowledge base, consistently check for quality and coach our users in the usage of this knowledge base; —Contribute to personal and group projects to improve service delivery and processes across the department. ________________________________ Note: Took a 8 month Working Holiday in Japan from March-November 2017 Show less



InComm Payments

• United States
• Financial Services
• 700 & Above Employee

• Bilingual (EN/FR) Team Lead ・ Chef d'équipe

  • Mar 2013 - Aug 2016

  Richmond, British Columbia, Canada Additional Roles: -Managed a team of 3 employees on the Night Shift -Developed Training plans, coached customer interactions -Provided additional administrative support

• Bilingual (EN/FR) Customer Service Representative ・ Service à la clientèle

  • Aug 2011 - Mar 2013

  Richmond, British Columbia, Canada -Answer inbound customer service phone inquiries in both English and French related to InComm (ATM, Visa and others). -Assist Customer Service Representatives with any Cardholder issues in order to ensure prompt and satisfactory resolution, including call escalations. -Provide timely, accurate and courteous responses to a number of FAQs -Receive Cardholder Visa Card registration calls and order Visa Cards via the Customer Service website, as needed. -Perform basic Cardholder… Show more -Answer inbound customer service phone inquiries in both English and French related to InComm (ATM, Visa and others). -Assist Customer Service Representatives with any Cardholder issues in order to ensure prompt and satisfactory resolution, including call escalations. -Provide timely, accurate and courteous responses to a number of FAQs -Receive Cardholder Visa Card registration calls and order Visa Cards via the Customer Service website, as needed. -Perform basic Cardholder Customer Service functions in an accurate, timely and courteous manner. -Process various customer related tasks relating to Lost/Stolen Cards, forgotten PINs, chargebacks, disputes, potential fraud, etc. -Process paperwork for the day team. -Various other tasks and responsibilities.



Panago Pizza

• Canada
• Food and Beverage Services
• 300 - 400 Employee

• Inbound Customer Service Representative

  • Aug 2010 - Oct 2011

  Burnaby, British Columbia, Canada My first role at a Contact Center. Took pizza orders over the phone, entered them into our system, and did various administrative tasks.