Alexia B. Email & Phone Number

Montreal, Quebec, Canada

At CapIntel, we make the sales process more manageable and productive for investment sales professionals and enterprises. Our platform helps your practice stand out and equips advisors to deliver better client outcomes. Wealth advisors and asset managers can model investment comparisons with ease, elevate client experiences with compelling proposals, and track key compliance checkpoints along the way. We’re elevating finance to build wealth for all – join us for the ride.

- Managed a book of business of 210K+ lives across Partners, Brokers and Direct clients.- Conducted comprehensive business reviews to track performance and collaboratively created success plans.- Facilitated ongoing strategy sessions to optimize solutions, set targets for client success and monitored performance metrics.- Solicited feedback from clients identify opportunities to drive product and operational improvements, resolving issues promptly and driving client engagement through on-site and virtual workshops and webinars events and networking opportunities.- Collaborated with Eligibility, Implementation Services, Development, Legal and Safety teams to resolve issues such as headcount, privacy breaches and aggregate data.- Actively contributed to internal Knowledge Bases by creating training documents for new team members.

Montreal, Quebec, Canada

- Communicated with clients through e-mail and online presentations.- Owned the onboarding and implementation for new customers and acted as a primary resource for - their various technical issues.Proposed process improvements and recommendations to developers for the implementation of new initiatives or to improve current workflows.- Managed the CS and Sales CRM (HubSpot) to make sure tasks, clients, deals and contacts were up to date.- Reached an overall CSAT of 90%.

Montreal, Quebec, Canada

- Awarded ACE Winner, Top 10% of CS Specialists within their field.- Fostered relationships with a portfolio of 300+ customers, offered personalized service and supported them in their end goal of making hires.- Managed brand new and existing client accounts in collaboration with sales to ensure PPC campaigns were hitting their strategic targets. - Helped clients measure their success and return on investment from Indeed by monitoring and conducting detailed data analysis and review strategy.- Collaborated with Product and Aggregation teams to troubleshoot indexations, review XML feeds and improve processes.- Ensured client satisfaction by providing feedback to internal and external partners by translating our business needs into actionable items and potential client solutions.- Managed employee training for all new hires over a period of 12 months and offered continuous advice, guidance and mentorship duties and best practices.

Dublin, County Dublin, Ireland

- Performed phone, e-mail and chat quality checks to ensure best handling practices were adhered to and that enquiries were answered according to Indeed standards and ensure compliance and regulatory requirements.- Scored random customer interaction samples for customer-facing employees with various job functions utilizing detailed evaluation scorecards and improved team productivity and performance by 20%.- Facilitated and managed calibration sessions for all internal and external leadership teams to ensure consistency in quality and scoring.- Delivered constructive feedback on areas of improvement to team members and managers based on findings during one-on-one and shadowing sessions and provided actionable insight.

Dublin, County Dublin, Ireland

• Educated clients about their Indeed account and promoted pay-per-click advertising services by handling inbound written enquiries and phone calls from clients.• Supported SMB Sales representatives as a Product and Technical expert to best meet the needs of each client.• Collaborated with our Trust & Safety Team to verify accounts.• Ensured that all queries that fall outside remit were escalated to the relevant support teams, correctly using the appropriate channels and methods of communication.• Ensured accurate recording of all client cases, follow-up and closure in accordance with established Service Level Agreements.• Coached new hires during shadowing sessions to help them better understand ourproduct and software platforms.

Dublin, County Dublin, Ireland

• Supported French and English customers by providing technical, admin and billing support for standard and corporate customers via phone and email.• Focused primarily towards customer retention and organic growth.• Performed adhoc translations and web reviews.• Handled Belgium Geo Compliance and verified documentation to validate accounts.• Streamlined French complaints and French police requests to resolve conflicts and remove high-risk and fraudulent users.• Participated in pre mergers and acquisitions reviewing product differences, performed website reviews and answered potential questions migrated customers had pre and post migration.

Grenoble, Auvergne-Rhône-Alpes, France

• Answered face-to-face enquiries quickly and to completion.• Performed morning and afternoon security checks for the front desk and the Playground.• Supervised the Playground and recorded all the entering and leaving while respecting safety measures.