Glia is a SaaS company which provides a Unified Interaction Management (UIM) platform, bringing together traditional Customer Service Channels like Phone and Live-chat into one place. As a member of the Client Engineering team, I leveraged my web development expertise to investigate, diagnose, and collaborate with clients, ensuring the resolution of technical issues and seamless delivery of intended application behaviour.Daily Responsibilities:- Answering user questions… Show more Glia is a SaaS company which provides a Unified Interaction Management (UIM) platform, bringing together traditional Customer Service Channels like Phone and Live-chat into one place. As a member of the Client Engineering team, I leveraged my web development expertise to investigate, diagnose, and collaborate with clients, ensuring the resolution of technical issues and seamless delivery of intended application behaviour.Daily Responsibilities:- Answering user questions through ticketing system, providing documentation links where applicable.- Investigating reports of technical issues, filing and refining JIRAs as necessary - Launch Support - Configuring new sites based on use-case, creating accounts - Access management - Preparing Audio and Visual Equipment for Conference Rooms- Joining customer calls to live troubleshoot- Creating, configuring, and updating IVR systems- SIP Audio configurationMonthly responsibilities:- Managing tickets to ensure they are followed-up on and closed promptly - Updating internal documentation- Following up with internal teams Show less

Having consistently demonstrated my ability to provide impactful assistance to Users with basic-intermediate questions, I was promoted to the Technical Support Team. Reporting to the Director, Technical Support - My daily, customer-focused responsibilities were:- Investigating customer tickets- Providing impactful guidance to users- Testing configurations - Understanding Use-cases- Filing & Refinement of Jira tickets- Troubleshooting errors- Reading &… Show more Having consistently demonstrated my ability to provide impactful assistance to Users with basic-intermediate questions, I was promoted to the Technical Support Team. Reporting to the Director, Technical Support - My daily, customer-focused responsibilities were:- Investigating customer tickets- Providing impactful guidance to users- Testing configurations - Understanding Use-cases- Filing & Refinement of Jira tickets- Troubleshooting errors- Reading & Interpreting logs- Querying Databases- Organizing customer feedbackInternal responsibilities- Solving internal connectivity issues- Issuing & managing company hardware, licenses- Network troubleshooting Show less

Property Vista provides an award-winning, web-based CRM application with the purpose of supporting Canadian Residential Property Management firms.Reporting to the Director, Customer Success - Mainly responsible for 2 things post-sale: - Scheduling & Delivering Training Content (Based on Customer desired go-live dates)- Assisting our Customers and answering questions through our Ticketing System.Daily Responsibilities: - Distributing training agendas- Preparing… Show more Property Vista provides an award-winning, web-based CRM application with the purpose of supporting Canadian Residential Property Management firms.Reporting to the Director, Customer Success - Mainly responsible for 2 things post-sale: - Scheduling & Delivering Training Content (Based on Customer desired go-live dates)- Assisting our Customers and answering questions through our Ticketing System.Daily Responsibilities: - Distributing training agendas- Preparing for training sessions - Script creation, dry-run, configuring support environment - Delivering training sessions- Answering customer questions through Zendesk ticket systemMonthly responsibilities: - Driving Expansion initiatives and delivering expansion pitches- Compile, filter, and direct customer feedback to Product Team- Preparing for Business reviews - pulling usage stats and creating slide decksSuccessful projects/initiatives: - Successfully onboarded 10+ Clients - Typically closing an average of 8 tickets /day Show less

As part of my BCIT certification, I worked in a month-long project contributing to a business with a few of my classmates. My team was tasked with building Bridge's proprietary web application that assists in the recruiting of high-school aged athletes.We constructed profiles for athletes looking to be recruited. They could share highlight videos, pictures, academic information, and various athletic data. We also created profiles for University and College programs looking to recruit… Show more As part of my BCIT certification, I worked in a month-long project contributing to a business with a few of my classmates. My team was tasked with building Bridge's proprietary web application that assists in the recruiting of high-school aged athletes.We constructed profiles for athletes looking to be recruited. They could share highlight videos, pictures, academic information, and various athletic data. We also created profiles for University and College programs looking to recruit athletes. They could display current positional needs on their roster, current coaches, descriptions of team culture, and academic requirements.This was all done using a React front-end with custom components, and a .net server and SQL database. I personally contributed by creating a browse page, which featured all athletes. The page utilized dynamic lists, which were populated based on athletes using the site. There were filters of those lists by gender, position, name, and other athletic data points. I also created the coach profile, based on mock-ups by my team that were approved by our Product Owner. Show less

Having been promoted to Senior Customer Success Representative, I was assigned a new Territory and assigned some higher-level responsibilities within my team. Taking on the Canadian Territory meant working with different warehouse and sales teams, along with shipping constraints.Additional Daily Responsibilities:- Coordinating returns - Requesting inventory transfers between warehouses - Escalation point for newer reps Monthly responsibilities: -… Show more Having been promoted to Senior Customer Success Representative, I was assigned a new Territory and assigned some higher-level responsibilities within my team. Taking on the Canadian Territory meant working with different warehouse and sales teams, along with shipping constraints.Additional Daily Responsibilities:- Coordinating returns - Requesting inventory transfers between warehouses - Escalation point for newer reps Monthly responsibilities: - Providing training to new Representatives- Assisting web team with livechat initiative Successful projects/initiatives - SAP Implementation- Working with eCommerce team to achieve online orders flowing directly into SAP system, eliminating need for double-entry and improving Order Input Accuracy - Providing customer feedback to web team Show less

STEMCELL Technologies is a privately-held Canadian Biotechnology Company, which provides scientists with medical research products. Their products are meant to either provide greater cell yields, or remove some of the labour-intensive aspects of the research process.As a member of the Customer Service team, I was assigned a territory in which I would be responsible for most of the post-sales process - inputting Purchase Orders, assigning Inventory based on the Order specifications… Show more STEMCELL Technologies is a privately-held Canadian Biotechnology Company, which provides scientists with medical research products. Their products are meant to either provide greater cell yields, or remove some of the labour-intensive aspects of the research process.As a member of the Customer Service team, I was assigned a territory in which I would be responsible for most of the post-sales process - inputting Purchase Orders, assigning Inventory based on the Order specifications, closing it for shipment, and ensuring it arrives promptly in usable condition. Point of contact for assisting customers at any point in the post-sales process, and was encrusted to provide high quality assistance by telephone, email, and livechat Daily Responsibilities: - Ensuring Customer PO’s are valid and have all necessary information - Accurately enter them into our system- Assign Inventory based on specification - Follow up with Planning team if inventory is not available; promptly communicating timelines to customer- Providing delivery estimates to both Customers and Sales team- Being aware of Warehouse Operations - Staff levels, potential disruptions, their capacity to prioritize, correct, or update shipments as directed by the customer. - Charging credit cards - Assisting customers with questions via telephone, email, and LiveChatMonthly responsibilities:- Managing backorders, looking out for inventory release - Meeting with Sales team to prepare for orders in the pipelineSuccessful projects/initiatives:- Typically inputting 40 Purchase Order/day - Promoted to Senior Customer Service Representative Show less

Responsibile for ensuring insulation systems were installed properly, to the satisfaction of our Customer, resulting in as positive an experience as possible. To ensure this, I made sure to utilize skills such as punctuality, communication, attention to detail, planning, and adjusting on the fly to provide work of the highest quality.

Primary Responsible for safe application of various methods of pest control (both natural and chemical), applying fertilizers or supplements to annuals as needed, and diagnosing disease or pest infestation in plants and trees. Earned provincial certification as required for this role.Reporting to the Department Manager, I was responsible for leading a team of 3 members to coordinate department tasks and jobs. As well as:- Adjusting weekly schedule produced by the manager, to meet… Show more Primary Responsible for safe application of various methods of pest control (both natural and chemical), applying fertilizers or supplements to annuals as needed, and diagnosing disease or pest infestation in plants and trees. Earned provincial certification as required for this role.Reporting to the Department Manager, I was responsible for leading a team of 3 members to coordinate department tasks and jobs. As well as:- Adjusting weekly schedule produced by the manager, to meet business needs or urgent projects- Ensuring other applicators had the appropriate safety gear, required amount of material for their week- On The Job Training team members on new application types Show less

Building on successful summers working in the field, transitioned to an office role. Primarily responsible for ensuring accurate entry of job data into our systems. Leveraging field operations knowledge to assist office staff.