Cassondra Padfield Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

- Managed the Customer Success team on a day-to-day basis while simultaneously working on strategic projects and process creation/refinement- Spearheaded a transformative departmental evolution, strategically refining key responsibilities and requirements resulting in a more agile and high-performing team- Architected a streamlined workflow framework that not only accelerated response times but also enabled seamless scalability, allowing the team to effortlessly adapt to increasing demands- Championed an inclusive and innovative team atmosphere, recognized for its adaptability, creativity, and resilience with a focus on workplace happiness and having fun

- Onboarding and training clients on intricate technical systems utilized for accounting, bookkeeping, and reporting- Refined internal training programs to enhance efficacy and improve learner experience- Quickly attained practical knowledge of accounting practices and gained the skills necessary to assist with bookkeeping and financial documentation- Operated as the lead contact for clients presenting them with necessary information via multiple formats including training calls, process documentation, and customized video tutorials addressing any challenges they may have- Researched potential new programs that could be of assistance to our firm or client base including costing and implementation strategies- Prepared account system conversions including reconciling both monthly and annual accounts from multiple unique sources including credit, online payment processors, and standard accounts

- Design and development of instructor-led and self-paced computer-based training utilizing IMI - Working cooperatively with multi-disciplinary project teams consisting of DND civilian and military personnel as well as other contractors and clients- Ensuring consistency of documentation for specific style guides- Assisting the sales team in presenting our LCMS as a learning solution for specific client needs

Toronto, Canada

- People lead in charge of customer support hiring, onboarding, training, and development- Grew the team from 13 -> 33 agents in specialized roles including B2B support|- Directly managed all new hires through their first 6 months of tenure to ensure proper onboarding - Managed agent productivity through Looker Data analysis and weekly QA assessments

- Primarily responsible for executing the global strategy for learning and development across all CS and sales teams reporting to the Director of Customer Support- Oversaw the design and development of procedural and platform training programs Improved NPS score from 60 in 2019 to 70 in 2020- Built out a knowledge plan to quickly establish training on cancellation policies through the COVID-19 crisis- Executed customer service and sales strategy through the Covid-19 crisis, specifically retaining2020 business with a credit for future travel strategy totaling over 10M USD in saved revenue- Proactively launched global cruise LMS after identifying ~10% increase in new bookings for 2021

- Developed and implemented a global e-learning onboarding program using for all new hires- Produced offline assessments for agents before hitting the sales floor- Contributed to digital migration of internal knowledge base from Asana to Confluence- Created in-class seminars based on strategic travel routes with the goal of increasing sales conversions for stakeholder DMOs

Responding to inbound customer requests for products, services and company information via telephone, live chat, and email- Working within a fast-paced team environment that requires extreme attention to detail while multitasking and answering a constant flow of customer calls- Boosting sales revenue by creating positive customer relationships using active listening skills to help the client find and purchase their dream tour- Consulting with outside parties and stakeholders (i.e. tour operators) to resolve discrepancies andcreate effective solutions to client issues pre-travel, while traveling, and/or post-travel- Deescalating customer concerns with robust conflict management and problem resolution skills- Handling booking cancellations, charges, payment issues, chargebacks, and adjustments

Bachelor Of Arts - Ba

Education record