I am responsible for ensuring the health and satisfaction of academic accounts by guiding my portfolio of clients through the onboarding process and providing ongoing technical and customer support. I act as a platform expert to ensure the user journey is a valuable and positive experience, while collaborating with educator clients on course ideation and design. I drive customer success by championing the needs of clients, keeping them informed of new platform features and product improvements via telephone, email and the platform's help centre (Intercom). My role involves working cross-collaboratively with the Customer Success and Sales teams to meet KPI targets, while delivering exceptional, comprehensive service. This position has honed my ability to navigate the dynamic, ever-evolving tech industry with its rapid pace, and shifting needs and priorities. As someone deeply motivated by lifelong learning with a goal-oriented mindset, I developed a self-guided onboarding workflow using Process.St and helped to create a series of instructional videos to onboard customers. The goal of these projects was to promote self-efficacy in utilizing the platform.

I generated new business sales into 200+ client accounts within an assigned territory to reach the sales team’s annual growth strategy goals. I fostered long-lasting relationships with clients by working with them to address and resolve issues and needs.Some of my tasks included: • Approaching prospective customers through cold-calling and email to establish interest• Responding to queries, and devising solutions to meet client needs• Recording activities, opportunities, and customer insights into a CRM database • Meeting and exceeding sales targets• Delivering presentations to clients and internal stakeholders • Attending conferences and professional development workshops • Generating sales reports and participating in weekly meetings with the Director of Sales• Supporting the evaluation of new products and providing feedback to marketing and sales

• Fielded 100+ daily calls, emails, and faxes during peak sales season with quick turnaround• Prepared estimates, generated invoices, processed purchase orders, and maintained client records• Fostered customer satisfaction with a commitment to problem-solving and building rapport • Completed market research for the sales division• Trained a junior-level order desk and customer service representative• Cross-collaborated with the Production, Shipping, and Accounting departments to resolve order fulfillment, inventory, and shipping matters

Established in 1997, Industry Dynamics (formerly World Trade Group) delivers conferences, training courses, webinars, lead generation, online communities and Business Decision Maker Profiling to more than 10 international industry sectors.• Generated leads using LinkedIn• Researched and engaged with potential prospective customers via cold calling to establish interest• Uncovered pain points and overcame objections while leveraging the WTG suite of products• High volume outbound calling (60+ daily)

• Created the Sundance Choice Collection catalogue for Cengage Learning • Organized and formatted Excel spreadsheets • Updated contact lists, textbook indices, and informational materials for the Custom Publication division• Generated PowerPoint presentations for the Digital Solutions department • Updated titles on Orca, compiled pilot project survey results, and created sell sheets for the Marketing department

• Exceeded $14K in targeted ad space sales as manager of a 20-person sales team• Mentored sales team regarding best practices to drive increase in sales, leads and strategy• Promoted brand extension of the print and digital editions through events and contests

• Worked under the direction of a crew manager in the Parks & Open Spaces Division• Maintained parks, boulevards, and playgrounds by mowing/trimming grass, replacing playground sand and removing garbage and broken tree limbs• Received Kubota mower training

• Evaluated and revised lesson plans for 30+ children to enhance comprehension and achieve student-centered learning• Communicated with parents and guardians to discuss student progress and problem areas• Graded assignments, administered tests, and recorded grades to maintain accurate records• Mentored new instructors on group management and teaching strategies

• Processed financial transactions and balanced the float• Assisted customers with questions and complaints• Received orders into the computer database• B2C sales

Camis provides reservation and park management solutions to government operated parks, campgrounds, marinas and harbors.• Responded to a high volume of telephone calls (60+ daily) • Provided travel reservation services for Ontario Parks, Ontario Conservation Areas and Washington State Parks using CAMIS software• Achieved performance metrics and processed point-of-sale transactions over the telephone• Demonstrated solid negotiation and conflict resolution skills with difficult client accounts

• Processed financial transactions and balanced the float• Provided customer service to in-store and telephone customers• Organized greenhouse merchandise• B2C sales

• Programmed educational activities designed for children and adults relating to the ecological features of the park• Lead guided hikes for park visitors• Handled customer inquiries and complaints