Customer Success Manager / Training Manager

• Mar 2022 - Present

Implemented customer success strategies that led to a 25% increase in customer retention within the first quarter at The Helper Bees Developed and managed a comprehensive training program that enhanced employee skill levels and boosted productivity by 30% Oversaw customer issues and queries, with feedback resulting in a 90% satisfaction rate Streamlined the customer onboarding process, enhancing the customer experience and reducing churn by 15% within six months. Answer questions… Show more Implemented customer success strategies that led to a 25% increase in customer retention within the first quarter at The Helper Bees Developed and managed a comprehensive training program that enhanced employee skill levels and boosted productivity by 30% Oversaw customer issues and queries, with feedback resulting in a 90% satisfaction rate Streamlined the customer onboarding process, enhancing the customer experience and reducing churn by 15% within six months. Answer questions and provide support to the Legacy Operations team Delegate tasks and set deadlines Monitor team performance and report on metrics Motivate team members Discover training needs and provide coaching to all operation team members Managing day-to-day workflow of the Legacy products. Developing and implementing a timeline to achieve target goals. Conducting training of team members to maximize their potential. Empowering team members with skills to improve their confidence, product knowledge, and communication skills. Conducting quarterly performance reviews. Creating a pleasant working environment that inspires the team. Communicate negative trends to the appropriate manager to address issues quickly. Ensuring new hires have the necessary technical assistance to set up their hardware and software. Introducing new hires to their team members. Detailing all new hires' initial tasks and answering any queries. Create training schedules for all new operations team members, track and create reports on outcomes of all training and maintain training records for the company. Gather and evaluate information from employees and management on previous training to identify weaknesses and areas that need additional training. Communicate negative trends to the appropriate manager to address issues quickly. Inform employees on scheduled training and track their progress. Supports and encourages the professional development of the mentee and provides active guidance to help them achieve their goals

Assistant Recruiter

• Sep 2020 - Present

Assisted in the recruitment of over 300 candidates in diverse roles, leading to a robust increase in the company's workforce by 40% within a two-year period. Streamlined the initial screening process, improving time-efficiency by 30%. Facilitated 60+ interview arrangements and hiring processes for potential candidates, efficiently filling vacancies and reducing company's time-to-hire by 15%. Coordinated with the HR Department in the development of new, effective recruitment strategies… Show more Assisted in the recruitment of over 300 candidates in diverse roles, leading to a robust increase in the company's workforce by 40% within a two-year period. Streamlined the initial screening process, improving time-efficiency by 30%. Facilitated 60+ interview arrangements and hiring processes for potential candidates, efficiently filling vacancies and reducing company's time-to-hire by 15%. Coordinated with the HR Department in the development of new, effective recruitment strategies which improved candidate quality by 25%. Source candidates using a variety of search methods to build a strong candidates pipeline. Screen candidates by reviewing resumes, phone screenings and job applications via an applicant tracking system. Review reference checks as needed. Manage interviews (including scheduling), selection and closing process. Liaise with internal departments to facilitate proper access for newly hired employees. Resolving complaints and preventing future issues by improving the onboarding process. Collaborated in creating more structure when onboarding new hires (created initial 30 day timeline + procedures for internal processes) Communicate the progress of monthly / quarterly initiatives to internal and external stakeholders. Collaborate with the marketing department to enhance onboarding presentations and forms.

Client Account Manager

• Sep 2020 - Mar 2022

Communicating with clients to understand their needs and explain product value. Be the primary point of contact and build long-term relationships with customers. Assist clients through various methods (email, phone, video-call); creating rapport and efficiency in communication. Responsible for maintaining client satisfaction and delivering client service on a day-to-day basis. Liaise with internal departments to facilitate client need fulfillment. Keeping account notes up to… Show more Communicating with clients to understand their needs and explain product value. Be the primary point of contact and build long-term relationships with customers. Assist clients through various methods (email, phone, video-call); creating rapport and efficiency in communication. Responsible for maintaining client satisfaction and delivering client service on a day-to-day basis. Liaise with internal departments to facilitate client need fulfillment. Keeping account notes up to date and thorough. Maintaining updated knowledge of company products and services. Monitor and analyze client's usage of services. Resolving complaints and preventing additional issues by improving processes. Identifying industry trends. Acting as a client advocate with a focus on improving the buyer experience. Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders. Enhance department and organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Collaborate with marketing department to enhance current product and services.

Volunteer Course Development Advisory Panel Member

• Feb 2019 - Aug 2020

Neuromuscular Therapist

• Sep 2018 - Aug 2020

Neuromuscular Therapist/ Chiropractic Assistant

• Jun 2018 - May 2019

Office Manager/ Executive EA

• Sep 2017 - Jan 2018

Organize meetings and managing databases Book transport and accommodation for events Organize company events or conferences Order stationery and furniture Handle correspondence, complaints and queries Prepare letters, presentations and reports Supervise and monitoring the work of administrative staff managing office budgets Liaise with staff, suppliers and clients Implement and maintain procedures/office administrative systems Provide administrative assistance… Show more Organize meetings and managing databases Book transport and accommodation for events Organize company events or conferences Order stationery and furniture Handle correspondence, complaints and queries Prepare letters, presentations and reports Supervise and monitoring the work of administrative staff managing office budgets Liaise with staff, suppliers and clients Implement and maintain procedures/office administrative systems Provide administrative assistance, such as writing and editing e-mails, drafting memos, and preparing communications on executive’s behalf Maintain comprehensive and accurate records Perform minor accounting duties Organize meetings, including scheduling, sending reminders, and organizing catering when necessary Answer phone calls in a polite and professional manner Welcome visitors and identifying the purpose of their visit before directing them to the appropriate department Manage the executive’s calendar, including making appointments and prioritizing the most sensitive matters Show less Organize meetings and managing databases Book transport and accommodation for events Organize company events or conferences Order stationery and furniture Handle correspondence, complaints and queries Prepare letters, presentations and reports Supervise and monitoring the work of administrative staff managing office budgets Liaise with staff, suppliers and clients Implement and maintain procedures/office administrative systems Provide administrative assistance… Show more Organize meetings and managing databases Book transport and accommodation for events Organize company events or conferences Order stationery and furniture Handle correspondence, complaints and queries Prepare letters, presentations and reports Supervise and monitoring the work of administrative staff managing office budgets Liaise with staff, suppliers and clients Implement and maintain procedures/office administrative systems Provide administrative assistance, such as writing and editing e-mails, drafting memos, and preparing communications on executive’s behalf Maintain comprehensive and accurate records Perform minor accounting duties Organize meetings, including scheduling, sending reminders, and organizing catering when necessary Answer phone calls in a polite and professional manner Welcome visitors and identifying the purpose of their visit before directing them to the appropriate department Manage the executive’s calendar, including making appointments and prioritizing the most sensitive matters Show less

Massage Therapist

• Feb 2017 - Jan 2018

Facilities Manager/Event Coordinator

• Feb 2017 - Sep 2017

Source and oversee contracts and service providers for functions such as catering, cleaning, parking, security, and technology Advise businesses on measures to improve the efficiency and cost-effectiveness of the facility Supervise teams of staff across different divisions Ensure that basic facilities are well-maintained and conducting proactive maintenance Deal with emergencies as they arise Manage budgets Ensure that facilities meet compliance standards and government… Show more Source and oversee contracts and service providers for functions such as catering, cleaning, parking, security, and technology Advise businesses on measures to improve the efficiency and cost-effectiveness of the facility Supervise teams of staff across different divisions Ensure that basic facilities are well-maintained and conducting proactive maintenance Deal with emergencies as they arise Manage budgets Ensure that facilities meet compliance standards and government regulations Plan for the future by forecasting the facility’s upcoming needs and requirements Oversee any renovations, refurbishments and building projects Assist with office expansion (globally) Draft maintenance reports Establish and maintain relationships with vendors and venues Plan event details and aspects, including seating, dining and guests Create reliable financial reports and collect payments on time Remain under budget with all costs Manage events and addressing potential problems that may arise Plan for potential scenarios that could impact the integrity of the event Maintain a working knowledge of the complex needs of a wide variety of events Show less Source and oversee contracts and service providers for functions such as catering, cleaning, parking, security, and technology Advise businesses on measures to improve the efficiency and cost-effectiveness of the facility Supervise teams of staff across different divisions Ensure that basic facilities are well-maintained and conducting proactive maintenance Deal with emergencies as they arise Manage budgets Ensure that facilities meet compliance standards and government… Show more Source and oversee contracts and service providers for functions such as catering, cleaning, parking, security, and technology Advise businesses on measures to improve the efficiency and cost-effectiveness of the facility Supervise teams of staff across different divisions Ensure that basic facilities are well-maintained and conducting proactive maintenance Deal with emergencies as they arise Manage budgets Ensure that facilities meet compliance standards and government regulations Plan for the future by forecasting the facility’s upcoming needs and requirements Oversee any renovations, refurbishments and building projects Assist with office expansion (globally) Draft maintenance reports Establish and maintain relationships with vendors and venues Plan event details and aspects, including seating, dining and guests Create reliable financial reports and collect payments on time Remain under budget with all costs Manage events and addressing potential problems that may arise Plan for potential scenarios that could impact the integrity of the event Maintain a working knowledge of the complex needs of a wide variety of events Show less

Central Services Specialist

• May 2016 - Jul 2017

-Answer the phones quickly and efficiently to ensure the best customer service -Process returned deposit items received -Verify large item debits -Monitor accounts for duplicate items -Review and process outgoing wire transactions -Responsible for the verification and enrollment process of online products -Performs a variety of customer service duties -Performs customer reviews for ACH and Remote Deposit Capture Clients

Teller 1

• Aug 2015 - May 2016

Fulfillment Associate / Department Manager

• Jan 2002 - May 2017

-Fulfill Google Shopping Express & Swim to Win orders -Process Returns and Exchanges (Online and In-Store) -Shipping Clerk -Maintain Precise Packaging Requirements -Data Entry -Inventory Management -Product Placement -Recruiting, interviewing, hiring, disciplining and firing staff at the store -Creating employee schedules, assigning schedules and responsibilities to employees, checking to see if these responsibilities and assignments are carried through in the… Show more -Fulfill Google Shopping Express & Swim to Win orders -Process Returns and Exchanges (Online and In-Store) -Shipping Clerk -Maintain Precise Packaging Requirements -Data Entry -Inventory Management -Product Placement -Recruiting, interviewing, hiring, disciplining and firing staff at the store -Creating employee schedules, assigning schedules and responsibilities to employees, checking to see if these responsibilities and assignments are carried through in the store -Training new employees and providing ongoing education for employees -Evaluating staff based on performance-based metrics -Setting criteria for staff, such as sales performance and customer approval or complaints -Giving staff financial goals and sales targets to meet on a scheduled basis -Managing the store, both retail and company, inventory, including loss prevention through theft and breakage -Helping to create advertising campaigns for attracting new customers and retaining current customers and helping to create both in and outside store promotions for attracting customers Show less -Fulfill Google Shopping Express & Swim to Win orders -Process Returns and Exchanges (Online and In-Store) -Shipping Clerk -Maintain Precise Packaging Requirements -Data Entry -Inventory Management -Product Placement -Recruiting, interviewing, hiring, disciplining and firing staff at the store -Creating employee schedules, assigning schedules and responsibilities to employees, checking to see if these responsibilities and assignments are carried through in the… Show more -Fulfill Google Shopping Express & Swim to Win orders -Process Returns and Exchanges (Online and In-Store) -Shipping Clerk -Maintain Precise Packaging Requirements -Data Entry -Inventory Management -Product Placement -Recruiting, interviewing, hiring, disciplining and firing staff at the store -Creating employee schedules, assigning schedules and responsibilities to employees, checking to see if these responsibilities and assignments are carried through in the store -Training new employees and providing ongoing education for employees -Evaluating staff based on performance-based metrics -Setting criteria for staff, such as sales performance and customer approval or complaints -Giving staff financial goals and sales targets to meet on a scheduled basis -Managing the store, both retail and company, inventory, including loss prevention through theft and breakage -Helping to create advertising campaigns for attracting new customers and retaining current customers and helping to create both in and outside store promotions for attracting customers Show less