Experience

• 

  Ardenton Capital

  • Vancouver, Canada

  • Associate, Investment Communications

    • Nov 2018 - Dec 2020
    • Vancouver, Canada

    • Prepare custom marketing content and promotional materials for fundraising team.• Assist with publications of investor materials including presentations, quarterly investor reports, term sheets, and related materials.• Maintain professional publication standards across all digital and printed media.• Document compliance department approvals for marketing materials.• Graphic design for advertisements, business cards and publications. • Maintenance of internal brand assets and marketing resources.

• 

  PDFTron Systems Inc.

  • Vancouver, Canada

  • Operations Administrator

    • Nov 2017 - Jul 2018
    • Vancouver, Canada

    • Provided administrative/operational support to the Sales team.• Input/managed relevant information in customer relationship management system (CRM), ensured all customer inquiries are followed up on and resolved.• Prepared invoices/quotes, and any other required client documentation, maintained paper and electronic filing systems.• Updated payment status in CRM, and delivered applicable software registrations/updates to customers; assisted in collection of accounts receivable for overdue accounts.• Managed administrative operations related to expenses for office supply.• Assisted in setting up reports in CRM, data entry, and generating reports for review by management and sales team on an on-going basis.• Dealt with confidential and sensitive issues requiring a high level of discretion and tact.• Provided customer service by fulfilling customer orders/inquiries on a daily basis.

• 

  Exadel

  • United States
  • Software Development
  • 700 & Above Employee

  • Customer Success Coordinator

    • Dec 2012 - Feb 2015

    • Integrated new customer support system to organize issues posted by customers within the help desk to improve efficiency and work performance.• Designed ticket flow from the starting point of receiving a ticket until it is resolved which allowed a reduction in ticket processing time.• Introduced an automated ticket flow process using ticket trigger tools to prioritize tickets (based on SLA).• Led a team of 7 support managers.• Maintained constant communication with premium subscription customers from the beginning to the end of any established case in order to ensure the best support quality possible.• Assigned tasks to responsible developers based on an assignment matrix.• Monitored service requests and reported updates to premium subscription customers and management.• Tracked all issues and liaised with QA and Development on priority issues on a daily basis.• Mentored new employees and provided training for staff.• Interviewed new job candidates.• Ran weekly meetings for support team.

  • Customer Service Representative

    • Feb 2012 - Dec 2012

    • Provided first line customer support and technical issue resolution via email and public forum. • Diagnosed and provided a path to resolving various technical issues.• Proactively identified ways to avoid recurrence of customer issues by determining and eliminating the root cause and providing a verified solution for customers. • Created and updated technical articles and training manuals.