Experience

HUB International Canada

• Canada
• Insurance
• 300 - 400 Employee

• Senior Administrative Coordinator

  • Sep 2017 - Present



Sage

• United Kingdom
• Software Development
• 700 & Above Employee

• Senior Partner Services Representative

  • 2010 - Apr 2017

  Acted as Resolution Specialist for partners, developers (ISVs), consultants, and customers (end-users), consistently receiving monthly award for providing extraordinary service through dedication to partner enablement and relationship development that secured mutual success.Established as primary resource for applying comprehensive knowledge and system expertise to escalated issues, overcoming challenges with data reporting, training and mentoring staff, and documenting procedures. Collaborated with all levels of sales, operations, and tech support and liaised with channel partners, resolving issues for aligned customers. Achieved above 95% program retention renewal rate year-over-year (YOY) for channel partner, developer, and consultant accounts, securing constant revenue stream for business and tier incentives for Partners.Exceeded deadline to enforce mandatory certification of 300+ consultants, meeting newly implemented business requirement. Attained 98% recertification rate YOY by creating processes and utilizing resources for monitoring.On-boarded, maintained, and off-boarded organizations and contacts, managing 250+ partnering accounts with 1K+ aligned customers, worldwide, for 3 mid-market accounting software products. Produced training materials, created 20+ process flow documents, and consulted with multiple departments, developing best practices for recertification requirements, procedures, accurate reporting, product launches, and version releases.Reviewed program contracts, facilitated mergers and acquisitions, processed license transfers and legal name changes, and investigated violations. Show less

• Sales Operations Specialist

  • 2006 - 2010

  Maintained database integrity as Data Steward, ensuring company records met legal standards. Assessed data from variety of sources for accurately diagnosing department’s errors, identifying key issues, and reporting to various supervisors for performance tracking.Analyzed information, established, and committed to short and long-range courses of action, accomplishing goals that took into consideration resources, constraints, and obstacles. Recognized broader implications and anticipated problems, taking proactive approach to resolution. Monitored common trends, developing precise job expectations for multiple departments for attaining clear understanding of process workflows.Participated in 5-year project as part of Readiness team composed of super-users and key stakeholders, seamlessly transferring customer records to new, consolidated system platforms post-acquisition.Involved with project management and logistics of launches of product and version releases. Tested records for quality assurance, ensuring accurate product was received, creating batches of serial numbers for issuing activation codes for eligible accounts, and updating records of obsolete previous versions. Show less



Accpac Canada Inc.

• Richmond, BC

• Sales Operations Supervisor

  • 2000 - 2006

  Led high performing and engaged Sales Operations team, supporting growth and drive for achieving strategic department goals which contributed to daily revenue generation through administrative functions. Conducted individual and team meetings with front-line staff and served as right hand to management, overseeing daily operations, reviewing 12 daily discrepancy reports, and ensuring various teams made corrections. Trained staff, set clear objectives, and delegated assignments, monitoring skills and abilities and providing guidance and instruction on interactions and performance. Improved operational service and delivery by decreasing response turnaround from 5 to 1 business days. Nurtured personal and career development of team members and advanced skills and capabilities, empowering independent decisions for changing needs of organization and customers. Trusted to process employee records (salary changes, vacation / absenteeism reports, and performance appraisals), maintaining confidentiality. Show less



CAI Software, LLC

• United States
• Software Development
• 300 - 400 Employee

• Lead Registration Clerk

  • 1997 - 2000

  Administrative Duties; set up customer accounts and maintained records, registered products and services, provided activation codes to unlock licensed software, shipped Welcome Packages, and processed legal Company Name Change Requests Liaised with Sales, Customer Care, and Technical Support to support customers' needs Cultivated strategic customer relationships with the customer perspective being the driving force behind all business activities Administrative Duties; set up customer accounts and maintained records, registered products and services, provided activation codes to unlock licensed software, shipped Welcome Packages, and processed legal Company Name Change Requests Liaised with Sales, Customer Care, and Technical Support to support customers' needs Cultivated strategic customer relationships with the customer perspective being the driving force behind all business activities