Technical Specialist

• May 2023 - Present

Team Lead, Customer Support

• Mar 2023 - May 2023

- Address escalations from the Support Specialist Team coming from customer or partner issues and find solutions (SiteDocs, Analytics, COR Audit, API, Zapier, etc.).- Act as the direct liaison between the Support Specialist Team and Development Team on escalated issues.- Ensure customer engagement and satisfaction by reaching out to NPS detractors.- Help facilitate the training of new Customer Success team members as well as provide assistance to the Support Team as a whole.- Organize, distribute and manage daily customer engagement calls and direct the Support Team to proper channels of communication regarding our at-risk customers.- Support the Sales Team by fulfilling reference requests. Show less

Customer Support Specialist

• Aug 2022 - Mar 2023

- Manage and respond to customer support tickets and phone calls in a prompt, accurate and professional manner.- Address customer needs by troubleshooting and finding solutions to product issues.Promote retention by teaching customers how to use the product and providing a positive customer experience.- Meet with customers to make recommendations for how to best utilize SiteDocs and maximize its value according to their needs.- Identify upsell and professional services opportunities in support of the Accounts Team.- Collect and record customer feedback and feature requests.- Track activities and conversations with precision in CRM. Show less

Accounting Assistant

• Jul 2020 - Jul 2022

- Manage invoices and progress payments for multiple entities and development projects. - Manage and reconcile corporate credit cards on a monthly basis. - Track all contract payments via trade reconciliations and investigate overages. - Create and process purchase orders according to purchaser upgrade selections and approved trade quotes. - Assist the Finance Manager and VP of Development with project cost reporting. - Prepare sales reports for our Southaven and Fox & Aikins projects. - Create and process contracts with trades and partners for development projects. - Create and manage internal sales contracts for our Southaven project. - Assist with the implementation of construction management software by learning the system, researching and proposing best uses. - Coordinate between customer service, purchasers and legal counsel for all construction completion and possession dates. - Maintain positive relationships with trades and customers by addressing all inquiries in a timely and professional manner. - Maintain business licenses, credit applications and manage utility accounts for development projects. - Maintain office inventory, courier documents and act as first point of contact for visitors. Show less

Accounts Payable Administrator

• Mar 2019 - Jul 2020

- Generate, record and disburse over 500 cheque and wire payments monthly. - Process invoices, ensure compliance with policies and generate data input. - Maintain vendor files, reconcile vendor statements of account and liaise with suppliers. - Assist budget managers in understanding accounting entries related to A/P. - Maintain positive and professional relationships with both external vendors and internal stakeholders. - Balance Accounts Payable sub-ledger on a monthly basis. - Assist with the implementation of electronic invoicing software. - Assist with fiscal year-end duties, prepare reports and reconcile accounts for annual audit. Show less

Administrative Assistant

• Jul 2018 - Mar 2019

Global Relay is the leading provider of cloud-based archiving, supervision, eDiscovery, and analytics for the global financial sector. We deliver services to 23,000 customers in 90 countries, including 22 of the top 25 global banks. Our market-leading archiving service supports email, instant messaging, Bloomberg®, Thomson Reuters, social media, mobile messaging, and more – with mobile, Outlook, and web access. - Maintain and update client information on SalesForce. - Create custom Excel worksheets for office operations. - Track, plan and order office inventories. - Schedule customer trainings and organize office events. - Interface with clients and internal departments in support of customer service. Show less