Responsibilities Overall/General:  Take on a Project Management approach in the team in relation to new Ideas and projects  Act as a Mentor on the team for new hires, embodying our charter and best practices  Act as a trusted Advisor and Client champion to Advocacy activities both internally and externally Responsibilities Granular/Specific:  Establish Account Plans for strategic accounts  Ownership of Strategic and Enterprise Accounts  Process milestones for the clients and colleagues to work toward in collaboration with leadership  Lead projects and Initiatives with tangible outcomes  Assist Team members in adapting to change and new processes  Become a subject matter expert in a new area of the business  Promote the value of the product confidently and with excitement – Internally and externally  Upsell services and products while exceeding targets set and establishing new and creative ways to grow the business  Promote value through data and trend analysis  Assist in creating training courses and educational materials for CX  Review customer complaints and concerns and seek to improve the customer experience on a larger scale through client advocacy internally

Case IQ | Jan 2023 - Jul 2024

Customer Success Manager

First Customer Experience Advocate ever hired at Case IQ Lead the creation of new Customer Experience Department and trained subsequent new hires While personally acting as a trusted advisor overseeing over 50 accounts worth over 3M$ ARR I currently proudly serve Uber, NASA, University of Stanford, USA Hockey, Encore Global, Sanofi, Loma Linda University and many more organizations of all sizes and locations Has created all customer facing documents of the department thus far - Miro maps, Vimeo training videos, Canvas Presentations/documents showing off the latest at Case IQ for QBRs and more Awarded Company shares January 2024 for being recognized as a Top 4 performer out of 200+ employees 1 Contributor to the virtual employee ‘Shout out Board’ to foster a culture of recognition, excellence & camaraderie Trained and specializes in helping customers build reports & dashboards through our integrated Yellowfin solution (Excel, SQL) Assisted Implementation Team by taking on customer projects and setting them up from A-Z Experienced with projects requiring Integrations/Migrations Created slide decks, Manuals, video ‘How-to’s’ to guide customers and shared across the organization for all to learn from

Cognibox | Aug 2021 - Aug 2022

Customer Success Manager

• I oversee the successful qualification of contractors required on site for a portfolio of clients (businesses of international and local reach). Making sure contractors are properly supported by agents to complete their qualification. Advising clients of contractors that are not meeting their requirements. Making sure all is completed before their scheduled work date to avoid blockage at the gate. • Submit reports weekly/monthly per client need, detailing the progress and status for each contractor seeking to qualify themselves • Being available for clients 24/7 in case of emergencies - point of contact for all problems, which I answer/resolve and dispatch to the appropriate resource if necessary but always overseeing the problem until its resolution. • Provide training/formation of our platform to clients & new team members • Overseeing the progress of their projects (new products & services within Cognibox) of clients to makes sure we meet expectations • Expand relationships within each business to solidify the client relationship for successful retention & expansion. Seizes opportunity to upsell/cross-sell. • Has given training on how to use our platform to multiple site engineers across Canada • Gained an extensive knowledge on Health & Safety requirements across Canada • Currently serving accounts in the mining Industry, businesses with multiple sites, as well as some clients in the food industry, agricultural and more. • De-escalate when unforeseen situations occur, and make sure to provide long-term solutions to keep the client’s trust

Capital One | Oct 2018 - Aug 2021

Senior Coordinator of Elevations

I receive inbound calls and handle customer complaints as Manager of Accounts. For any issue that needs following-up, I investigate and do outbound calls to confirm resolutions with clients for the Costco Platinum MasterCard. I fulfill this role with an attentive ear, an empathetic heart and an investigative mind willing to go the extra mile to get to the root of an issue to retain clients. My role includes coaching, participate in training new agents, negotiate credits, review dispute/fraud cases, and escalate issues to the appropriate channels.

Capital One | May 2017 - Oct 2018

Customer Service Representative

N/A

Le Smoking BBQ | May 2016 - Oct 2016

Manager

Gérante du plancher de service responsable de la gestion d'équipe de cuisine, maintenir un service efficace, faire l'inventaire, responsable d'événements... Être une source d'énergie positive pour l'équipe, démontrer l'exemple, savoir répartir les tâches également et trouver un juste milieu entre la productivité et le bonheur des membres de l'équipe.

Croissant monkland | Oct 2013 - May 2016

Supervisor

J'ai commencer en tant que simple commis de service au comptoir et j'ai vite progresser en moins de 6 mois pour un poste de superviseur. Mon rôle dans cette charmante pattisserie/boulangerie était de preparer les commandes régulièrement à travers la journée pour s'assurer de toujours avoir suffisamment de produits disponibles, responsable d'hygiène des lieux, barista, formation de nouveaux employés, responsable de la caisse, responsable d'ouverture et fermeture.

My Education

Take a look at my formal education

College, General Social ScienceDawson college | 2015

DES, Études généralesHeritage regional high school | 2011

About Me

Passionate about customer success I am currently on Datacamp earning a data analyst certificate to leverage data in my role to better understand and address customer needs. :D

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