Experience

ZOLEO

• Canada
• Telecommunications
• 1 - 100 Employee

• Customer Service & Technical Support Trainer

  • Jul 2022 - Present

  Provide training sessions and onboard employees from kick-off and orientation to ensure a successful transition to live Support.Deliver the product training program for each assigned employee via Zoom ensuring training deliverables are met within allocated timelinesParticipate in Onboarding team activities focused on enhancing/improving our existing training materials, and product documentation.

• Onboarding Specialist

  • Jul 2022 - Present

  Facilitating the implementation process for new employeesEducate new employees, help solve technical problems, and ensure smooth adoption of our products and services.

• Customer Experience Representative - Tier 2

  • Oct 2021 - Present

  Act as an expert-level technical advisor or specialist on highly complex initiativesSolve problems by replicating user workflows and providing solutionsBe the customer bridge to our product and development teams - escalations



D2L

• Canada
• E-Learning Providers
• 700 & Above Employee

• Client Specialist

  • Apr 2020 - Jul 2020



Bonfire Interactive - Downsize due to COVID-19

• Kitchener, Ontario, Canada

• Client Experience Representative (Technical/Customer Support)

  • Nov 2019 - Mar 2020

  * Assist Vendors/Buyers with service and the finalization of the procurement process in Saas environment * Play an active role in solving customer requests, issues, and training * Assist Vendors/Buyers with service and the finalization of the procurement process in Saas environment * Play an active role in solving customer requests, issues, and training



Govstack

• Canada
• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Product Support Specialist

  • May 2017 - Nov 2019

  * Single-handedly created customer service representative training manual and FAQ content * Reduced average customer representative call time by 90 seconds with intuitive online training * Single-handedly created customer service representative training manual and FAQ content * Reduced average customer representative call time by 90 seconds with intuitive online training