Brennen Green Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Canada Area

- Direct manager of the issue escalation/incident management team, a team separate from Support that focuses on the highest level escalations while acting as the liaison between Engineering and Support.- In-direct manager of the Support team, helping ensure day to day operations run smoothly and that team needs are met/KPI's are hit.- Helped create.

Toronto, Canada Area

Toronto, Ontario

• As the senior member on the technical support team at Top Hat, I make sure that we address all professor and student technical problems in a timely and professional manner. Responsibilities include:
• Come up with creative solutions to problems when helping clients, ensuring that they leave the situation happy with our platform and more likely to continue as a client.
• Design and implement process changes, some of which have resulted in a significant reduction in support requests.
• Use my strong knowledge of Net Promoter Scores (NPS) and Customer Satisfaction Scores (CSAT) to review customer satisfaction metrics and uncover areas for improvement.
• Continuously expand my skill set, which includes Salesforce Service Cloud, MySQL, Microsoft Excel, Zendesk, MailChimp and HTML.
• Calculate weekly metrics for the executive team.

Toronto, ON

• Provided tech support to university professors around the world.
• Onboarded professors in one-on-one sessions to ensure client success.
• Maintained client records within our CRMs (Zoho and Salesforce).
• Managed support-related projects.
• Supported students by answering questions via email and phone.
• Used SQL to access and change database information.

Toronto, ON

• Managed 800+ client accounts, acting as the main point of contact between professors and Top Hat and ensuring their successful use of the software.
• Onboarded new professors into our platform.
• Answered questions and troubleshooted problems.
• Proactively reached out to professors to ensure retention and drive revenue.

Toronto, ON

• Contacted professors and pitched Top Hat’s platform.
• Used my strong knowledge of the product along with sophisticated sales strategies to sell Top Hat to professors.
• Scheduled appointments for professors to view product demonstrations.
• Consistently met daily and weekly sales quotas.
• Helped raise brand awareness of Top Hat in the education software market.

Toronto, ON

• As a summer intern, I created a comprehensive social media strategy to define Parakheet’s online presence in hopes of increasing visibility, downloads and traffic.
• Planned and executed marketing strategies surrounding Parakheet’s launch in Toronto.
• Drafted press releases and managed media relations.

Ottawa, ON

• Merchandised Pepsi products in stores across the Ottawa-Gatineau region.
• Managed relationships with store managers to ensure customer satisfaction, answered their questions and closed sales deals.
• Represented the Pepsi brand by ensuring product displays were professionally maintained and backroom storage was organized.

• Opened and closed the store.
• Kept the product displays organized and helped customers while working on my own.
• Helped customers in a professional and friendly manner while also meeting my sales goals.
• Managed multiple customers at once, which required strong time management and communication skills.