Product Support Specialist

• Jan 2023 - Present

Associate Implementation Manager

• Aug 2022 - Dec 2022

Customer Success Analyst

• Nov 2021 - Jul 2022

- Being part of a team of experts who support the customer, and one another to foster an environment of continuous learning and improvement.- Implemented a new ticketing system (Zendesk) for the company, from setting up automatic email, articles recommendations bot, and Chat box messaging flow. I was part of this project execution team from start to finish. - Owning the communication, analysis, and documentation of customer support requests. - Triaging requests from customers was a key skill in this role as not all requests are equal and have different priorities. I was responsible to identify what is a bug vs a feature request and track the progress on the issue resolution/feature development.- Working closely with QA and Support Engineers to escalate product issues, track resolutions, and communicate corrections and workarounds to customers. - Performing product UAT for the QA department.- Suggest process improvements to senior management for product scalability and generalizability issues.- Working cross-functionally with our product and/or engineering teams to quickly analyze and diagnose issues. - Solving customer issues in NetSuite, answering questions related to data modelling. - Technical writer experience by contributing to and maintaining the Customer Knowledge Base and Help Center.- Building and maintaining documentation of processes for the Support department using Notion and Confluence (Jira).- Training and managing new hires for the Support and Implementation Department.- Conduct interviews of candidates for the Support department using Lever. Show less

Audit - Staff Accountant

• Nov 2020 - Nov 2021

- Auditing/reviewing financial statements in accordance with GAAP (ASPE and IFRS). - Interacting with different departments of the organization being audited (Human Resource, C-suite). - Performing walkthroughs (inquiring) with clients through video call and in person to get an understanding of internal processes and operations of the business. - Performing various audit testing over different industries (public sector, banking, oil and gas, technology). - Maintaining comprehensive documentation for current and any future audit engagements. - Preparing financial statements and notes. - Performing year-end inventory/cash count at client’s sites (warehouses/banks). - Completing corporate income tax returns. - Collaborating and working with different offices across Canada and KPMG US. - Working on advisory engagements involving testing and improving customer’s internal controls. Tested IT controls for a number of publicly-traded companies subject to compliance with the Sarbanes-Oxley (SOX) Show less

Customer Service Representative

• Apr 2018 - Nov 2019

- Build and maintain relationships with customers to better satisfy their needs and increase customer retention. - Assist customers with their day-to-day banking needs. - Provide guidance to customers with online, mobile banking system and ABM usage. - Handle various transactions, both personal and business (cash, coins order, FOREX, wire payment, mortgage & loan payment.) - Help customers with legal and administrative aspects of their accounts (maintenance of account, online account set up, and referrals.) - Notify customers about new products and services that are suitable for them to meet branch sales objectives. - Comply with Canadian Banking Regulations and Financial Laws. - Perform customer due diligence under the KYC laws set out by FINTRAC to protect customers and the institution from fraudulent instances. - Investigate/report incidents and solve customer concerns demonstrating professional skepticism and situational awareness. - Mitigate risk, monitor suspicious activities and fill unusual transaction reports (STR) as required. - Obtain proper documentation for key account changes (death, marriage certificate, power of attorney.) Show less

SPM Ferries and Tourism Information Centre

• May 2017 - Jul 2017

- Sold different subscriptions and ferry tickets/boat tour. - Guided and made reservations for the arriving tourists. - Welcomed cruise ships. - Archived tickets/manifests . - Promoted the local and small businesses in Saint Pierre and Miquelon. - Responded to customer inquiries related to services and accommodations through emails or phone calls in French and English. - Checked tickets during boarding of the ferry - Contacted the customs at both borders to make sure that the checklists were followed. - Did statistics using Excel for the tourist centre to help regulate resources and generate feedback for the different services. - Trained new employees and supervised their progress. Show less

Digital learning Centre - French department

• Oct 2016 - Dec 2016

French monitor - Did administrative work for the French Department. - Modified the course content on the website (Desire to learn). - Performed activities to provide interactive lessons to students during lab hours. French monitor - Did administrative work for the French Department. - Modified the course content on the website (Desire to learn). - Performed activities to provide interactive lessons to students during lab hours.