Account Manager

• Jun 2023 - Present

Flight Attendant

• Nov 2022 - Present

Manager, Customer Success

• Mar 2022 - Jun 2023

Responsible for driving business growth through managing a book of business by creating amazing relationships with clients. This is achieved by accomplishing clients’ desired outcomes and goals with SkyPrep’s learning management system by providing support, guidance, and strategic advice to help them maximize their use of the platform. • Manage a book of business of over 65 Professional and Enterprise accounts by initially onboarding new clients and guiding them through the implementation process of introducing SkyPrep’s insights and product features. • Leveraging Vitally.io for tracking and analyzing client usage data, accurate forecasts are prepared and areas for improvement are effectively identified, enabling data-driven recommendations for platform enhancements. • Drove upsells by taking charge of renewal and growth conversations, actively identifying and presenting upsell and cross-sell opportunities to clients, thus playing a pivotal role in their expansion. • Ensure client retention and achieve a low churn rate by crucially building strong relationships with key stakeholders, consistently deliver success with the platform, and deeply understand and appreciate both the challenges they face and the features that bring them satisfaction. • Provided comprehensive technical support and service to clients via Intercom and email, addressing both technical and non-technical matters including API, SSO, Webhooks, and various integrations such as UKG Pro, Microsoft Teams, Zoom, SAML 2.0, ADP, and more. Show less

Lead Flight Attendant

• Jan 2020 - Oct 2022

- Ability to make quality decisions by accomplishing becoming a lead flight attendant within the first six months of being hired.- Managed a cabin ranging from 140 to 282 passengers.- Prepared the aircraft for customer boarding and ensured a keen awareness of the service and safety plan for the flight.- Handled on-board incidents and emergencies, medical incidents or emergencies, including providing First Aid as required.- Took on an active role in helping management operate and optimize Air Canada Rouge to provide the best possible customer experience. Show less

Flight Attendant

• Jul 2019 - Jun 2020

- Prepare the aircraft for customer boarding and ensuring a keen awareness of the service and safety plan for the flight.- Well trained in the following aircrafts of a Boeing 767 and Airbus 319, 320, and 321.- Always prepared to share information with customers through one on one communications and general intercom announcements in awarm, friendly and professional manner.- Welcome customers and engaged with them throughout the flight to create a comfortable, friendly environment.- Ensure mandatory safety procedures are followed.- Liaise with the flight deck crew (pilots) to ensure a smooth and well-operated flight with excellent customer communications.- Conduct service and the sale of onboard products.- Operate and assist with the inflight entertainment system.- Assist customers with a variety of needs including carry-on baggage stowage, seating arrangements, general comfort.- Always prepared to handle onboard incidents and emergencies, medical incidents or emergencies, including providing First Aid as required.- Ensure customer feedback is shared with management and taking an active role in helping management operate and evolve Air Canadarouge to provide the best possible customer experience.- Complete and submit the required safety reports. Show less

Technical Support Specialist & Client Success Associate

• Jul 2020 - Mar 2022

Use knowledge of the AdvisorStream platform and drive business value for customers by providing one-on-one onboarding sessions. Manage accounts and act as a primary contact to provide support, best practices, propose solutions, forecasting, and use analytics to create stories with data to maintain in building key relationships. - Managed over 280 accounts while maintaining an average of over 60% of customers using the AdvisorStream platform to its fullest due to prioritizing tasks, and maintaining regular contact using the Churn Zero platform. - Produced and build a strategy for customers by analyzing key client engagement metrics and data to drive recommendations on how to best leverage the AdvisorStream platform. - A relentless problem solver by overcoming the industry average technical support response rate of 30% to a 74% using the Zendesk ticketing system. - Successfully answered 40% of all technical support inquiries and solved over 800 Zendesk tickets in the last year. - Represented customer interests internally by working closely with internal teams to build solutions while using the Trello platform. - Collaborated with internal teams such as the customer success, sales, product, and engineering teams to understand the strategic imperatives and critical success factors on the functionality of new features / future implementations. - Successfully managed three AdvisorStream lite trial programs provided to our business partners where over 150 individuals became paid subscribers once the trial ended after 3 months. Show less

Flight Attendant

• Oct 2017 - Jul 2019

- Always readily prepared to direct and assist passengers in the event of an emergency, as per completing a 7-week flight attendant training completed with TUI airlines, and an accelerated 3-week conversion training with Sunwing Airlines. - Completed over 500 hours of international and domestic flights on the 737-800 wet-lease aircrafts in association with TUI-BL airlines holding up to 189 passenger capacity. - Multifaceted in providing an exceptional in-flight experience through food/refreshment services, along with duty-free and excursion sales. Attended to passengers in distress, and/or to those who require special assistance, and answered passengers questions. - Demonstrated proper safety and security satisfaction in accordance to the flight attendant manual and company standards. Show less