Customer Success Consultant

• Jan 2023 - Present

Project Manager

• Mar 2022 - Oct 2022

• Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency. • Led meetings with internal team members, consultants and contractors. • Identified needs and coordinated resource allocation to deliver quality standards on time and within budget. • Modified project plans when needed to better align with organizational objectives. • Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency. • Led meetings with internal team members, consultants and contractors. • Identified needs and coordinated resource allocation to deliver quality standards on time and within budget. • Modified project plans when needed to better align with organizational objectives.

Senior Product Analyst

• Apr 2019 - Feb 2022

• Determined appropriate solutions and plans for client issues and services and forecasted future outcomes. • Resolved client issues by delivering excellent customer service and maintaining positive attitude. • Led analytics, communication and organizational tasks to oversee product support and interface with customers. • Surveyed technical content and data to provide product-specific support resources. • Oversaw workload management for user query ticketing and task management systems. • Maintained positive working relationship with fellow staff and management. • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support. • Answered user inquiries to resolve computer software or hardware operation problems. • Collected, analysed and reported on data for use in operational planning Show less

Senior Process Analyst

• Jan 2018 - Apr 2019

• Determined causes of network issues by troubleshooting using testing software and equipment. • Developed forward-thinking solutions to expected technical issues. • Established continuous improvement initiatives to achieve KPIs. • Led team of 50 support representatives in large customer contact center. • Developed team support strategies and service goals for busy contact center. • Created and deployed new hire training initiatives. • Determined causes of network issues by troubleshooting using testing software and equipment. • Developed forward-thinking solutions to expected technical issues. • Established continuous improvement initiatives to achieve KPIs. • Led team of 50 support representatives in large customer contact center. • Developed team support strategies and service goals for busy contact center. • Created and deployed new hire training initiatives.

Senior Process Associate

• Aug 2016 - Jan 2018

• Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication. • Delivered fast, friendly and knowledgeable service for routine questions and service complaints. • Educated customers on special pricing opportunities and company offerings. • Documented customer correspondence in CRM to track requests, problems and solutions. • Met and exceeded productivity targets by handling every interaction with top-notch customer service. • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions. • Organized and prioritized tasks and activities and worked within strict timeframes and deadlines. • Reviewed account and service histories to identify trends and resolve issues. • Explained benefits, features and recommendations to maximize client retention. Show less