-Monitoring customer service KPIs and trends, performing quality monitoring of CSR activities, and providing 1:1 coaching to team to improve overall customer experience-Providing expert advice to customers and CSRs, handling all complex or escalated queries and leading investigations to resolve issues -Ensuring orders are accurately processed, order challenges are resolved and supporting the end to end resolutions of quality insurance intakes-Act as the voice of the customer and provide internal feedback for increased customer experience

-Working directly with new retail customers to ensure success at each stage of onboarding and setup-Participating and leading testing and implementation of procedure and process improvements and automation projects-Creating SOPs for onboarding processes-Developing and administering training plans for new hires-Coordinating all onboarding documents for customers, such as retailer agreements, contracts, compliance documents

-Building strong relationships with clients - actively listening to their feedback, being accountable and being available-Developing customer success plans to understand customers’ long-term goals and objectives with CaseWare, and address and resolve any challenges or pain points -Executing business strategies to drive retention, incremental growth and overall customer satisfaction-Advocating for clients within CaseWare to ensure feature requests are addressed and implemented, and issues are resolved in a timely fashion -Coordinating with teams cross functionally to deliver top tier client projects and experience

-I was responsible for hiring and managing the client success team across Canada. I motivated my staff through coaching sessions, mentoring and career development (and organizing fun activities!). -I developed training documents, materials and processes for internal teams and clients to help with new hires and client onboardings. -Rebuilt the support team, including development and ongoing monitoring of performance-based KPIs to inform team strengths, weaknesses and strategy. I also created new policies, procedures and processes to mark the success of client facing teams.-I built and maintained strong client relationships through extensive product knowledge, consultation, and training.-I used platform and client insights to collaborate on product enhancements with product development teams.-I liaised with key internal stakeholders to create trusting, value-add relationships that drove product adoption across teams. I worked with multiple departments to increase the overall productivity across the organization.-I provided consultative advice to sales and clients. -I revised, coordinated and executed Cision’s college teaching program, training PR students on media monitoring platforms and best practices at various colleges across the GTA. -I acted as an escalation point for customer satisfaction issues that were of a highly sensitive and timely nature. -I identified critical, client facing issues and worked with my team and any internal stakeholders to resolve them quickly and effectively.

-I managed various Agency accounts by building and maintaining strong relationships.-I guided clients to the right solution for their PR and communications needs with industry knowledge and product expertise.-I was responsible for retention and customer satisfaction for Agency clients by presenting value on SaaS applications.-I managed sales-cycles to anticipate clients needs and ensure clients goals are met.-I have helped drive product adoption by conducting best practice webinars and training sessions.

- I trained new and existing clients on multiple Cision platforms and programs including social and traditional media monitoring platforms and media and influencer databases in a SAAS model- I provided on-site and phone sessions illustrating functionality and efficacy for PR specialists -I maintained existing client relationships through regular account maintenance and exemplary customer service- I worked with internal teams to ensure a smooth client experience - I troubleshooted and co-ordinated solutions for client issues including needs analysis, software navigation and increased overall effectiveness and efficiency of use- I co-ordinated and executed Cision’s college teaching program, training PR students on media monitoring platforms and best practices at various GTA colleges

- I assisted the Front Store Manager in managing the physical and financial resources of a high-grossing, high-traffic location- I communicated and delegated across all departments to ensure achievement of store objectives- I provided leadership and guidance to staff through hiring, training, and supervision - I addressed in-store and escalated customer complaints in an effective, professional manner - I completed L.E.A.D. Store Management Training, including fiscal and inventory management, and human resources and corporate best practices