Experience

PerfectMind by Xplor

• Canada
• Software Development
• 1 - 100 Employee

• Manager of Customer Support

  • Mar 2020 - Present

  • Overseeing the Support Operations• Lead in handling VIP accounts and overseeing the swift communication between all teams respective of their request• Reporting directly to the VP of Operations and CEO• Managing 24x7x365 call and chat center with 3 tiers of support teams reporting to me• Work closely with the Product Development, Sales and Service Teams around client issues• Meet with Account Management and Project Management to discuss client go-live and registrations• Player Coach – Join agents and account management teams for client calls to review their outstanding issues service or product related• Handle client escalation calls directly and provide feedback to the teams• Manage onboarding for all members of the support team including training schedule and process documentation• Manage process documents including job duties, escalation process, case handling process, communication process and all templates as it relates to client and internal communication with staff members• Executing on KPIs including call handling, call response time, open case count, same day case resolution and case escalations to the Product and Development Team• Experience in scaling up a small individual tiered team into to a 3-tiered team of 30 agents• Leadership and mentoring to junior and novice agents as well as members from other teams within the customer service umbrella• Oversee client profiles for high profile Park and Recreation, Municipality, Fitness, Martial Arts and Yoga accounts• Salesforce Administrator managing page layouts, user groups, profiles, workflows and object management



PerfectMind by Xplor

• Canada
• Software Development
• 1 - 100 Employee

• Manager of Customer Support

  • Jun 2014 - Mar 2020

  • Overseeing the Support Operations• Lead in handling VIP accounts and overseeing the swift communication between all teams respective of their request• Reporting directly to the VP of Operations and CEO• Managing 24x7x365 call and chat center with 3 tiers of support teams reporting to me• Work closely with the Product Development, Sales and Service Teams around client issues• Meet with Account Management and Project Management to discuss client go-live and registrations• Player Coach – Join agents and account management teams for client calls to review their outstanding issues service or product related• Handle client escalation calls directly and provide feedback to the teams• Manage onboarding for all members of the support team including training schedule and process documentation• Manage process documents including job duties, escalation process, case handling process, communication process and all templates as it relates to client and internal communication with staff members• Executing on KPIs including call handling, call response time, open case count, same day case resolution and case escalations to the Product and Development Team• Experience in scaling up a small individual tiered team into to a 3-tiered team of 30 agents• Leadership and mentorship to junior and novice agents as well as members from other teams within the customer service umbrella• Oversee client profiles for high profile Park and Recreation, Municipality, Fitness, Martial Arts and Yoga accounts• Salesforce Administrator managing page layouts, user groups, profiles, workflows and object management

• Manager of Customer Success

  • Aug 2017 - Oct 2018

  • Held role simultaneously to the role of Manager of Customer Support• Collaborate with Marketing, Sales and Digital Marketing to drive customers through their journey, which includes, but not limited to implementation, on boarding, training, support, billing, growth and renewals• Educate clients on the entire implementation process and communicate what is expected from them• Connect clients to other highly engaged clients to share ideas, industry best practices and success stories• Develop training content to educate clients on how to make best use of our products and demonstrate the value of our products• Establish trusted relationships with our clients, conduct regular executive reviews, and ensure ongoing success and engagement• Develop programs to improve overall client retention across our customer portfolio including engagement programs, customer community, training content, satisfaction surveys and any other initiatives as appropriate• Act as the advocate of clients and represent their interests and needs in front of leadership team• Gather customer intelligence from various sources to identify flight risks and areas of opportunity, provide regular updates to our team, and develop solutions to proactively manage churn risks and growth opportunities• Drive customer upsell, advocacy, and referral opportunities with Sales and Marketing• Work closely with the leadership team to build out Customer Success deliverables around strategic projects• Collaborate with Sales, Marketing and Digital Marketing to build and foster high performing customer oriented teams• Provide insights to Product Development to further enhance our product and service offerings based on customer challenges and opportunities• Assess and offer recommendations on effective customer management processes and any other internal procedures with the aim to improve client satisfaction and efficiency

• Customer Support Team Lead

  • Mar 2012 - Jun 2014

  • Directly lead a team of client success professionals supporting clients; including conducting regular one-on-ones with members of my team where I set clear expectations on what defines success including how their personal performance contributes to the overall goals of the business and help them drive their personal development. • Celebrate their strengths with them by recognizing positive behaviour as well as coach them through areas for growth and improvement. • Identify training requirements, potential process adjustments and generally ensure optimal performance across channels by communicating trends, learning opportunity and team accomplishments towards success. • Drive improvement of CSAT scores, productivity and efficiency • Identify, innovate and execute business ideas to improve service delivery and improve client experience • Assist with the facilitation of onboarding for new hires and train future team members • Drive a culture of fact-based variation management and continuous improvement • Provide reports and presentations for the analysis of management • Mentor team members and facilitate career development • Manage client escalations and find resolution • Participate in Quality Assurance (QA) process, assisting in the evaluation of advocate interactions and reviewing provided feedback with your advocates • Assist customers and colleagues with prompt, friendly and accurate help through any medium or channel (including email, phone, chat, social and public forums)• In times of high volume or resource shortage, troubleshoot reported issues or queries in detail to diagnose and differentiate between product and non-product issues in order to provide accurate, valid and complete information to our customers

• Customer Service Technical Support

  • Aug 2011 - Mar 2012

  • Provide friendly, courteous, first level & second level, technical support for all business users, providing phone and email based support based on defined procedures• Conceive and implement productivity improvements within operations• Log all calls and update entries when actions are taken.• Contact users to follow-up on services, solutions or products to ensure their needs have been met.• Provide, create and maintained appropriate documentation.• Keep users up-to-date with relevant information and decisions.• Coach and provide assistance to Support Specialists.• Identify and analyse connections, patterns or trends and make recommendations to reduce future incidents.• High Level problem resolution via email, phone or chat support regarding all products lines• Serve as an escalation point for L1 and responsible for taking ownership of all escalated cases. Responsible for seeing all assigned escalations from start to resolution.• Communicate with customers over phone email and live chat to determine root cause of issues and provide recommendations and direction for successful resolution.• Communicate with other internal departments including but not limited to Sales, QA, Business Analysts and IT.• Resolve the majority of customer contacts without additional assistance.• Responsible for reporting issues affecting multiple customers to management, with follow-through to ensure customer satisfaction.• Document and track all inbound and outbound customer contacts. Follow established protocols, procedures, and policies to meet arranged service level agreements.• Maintain up-to-date knowledge of products and/or services, as well as help desk policies and procedures.