Laser focused on ensuring the smooth onboarding and continued relationships with Kodif customers and building strong partnerships with leaders in their respective verticals.

Use my diverse experiences to deliver impactful advice, content, and solution implementations for software and e-commerce businesses, and CX leaders. - Advise on topics such as ROI, go-to-market, user experience, and driving customer value - Implementation partners with six CX tools and deliver on efficient solutions - Author, podcast host and guest, conference speaker on CX topics.

- Writing Support, Success and Customer Experience Thought Leadership pieces for various customer-facing software companies- Portfolio found http://stoss.ca

- Swiftly built a high margin, managed service business focused on tool consultations, auditing, implementation, and maintenance- Created implementation partnerships with companies in the CX AI tool space- Designed processes for all aspects of service delivery: onboarding, auditing, status reports, etc.

- Advised companies on Customer Experience best practices for tooling, team structure, and KPIs- Expertly and effectively resolved partner escalations involving leadership or performance issues, with a focus on maintaining trust and building sustainable solutions.- Practiced contract maintenance and negotiations around cost model proposals and meeting SLAs

Host of regular Podcast interviewing Customer Support and Success Leaders from around the world to share insightful ways you can improve your practices - https://open.spotify.com/show/4hbNd90szanop0HqPuBize

- Promptly handled critical security escalations averaging response SLAs of <5 minutes- Strengthened relationships between service delivery teams, R&D and Product Management

- Improved process, implemented tooling and added automation resulting in a 60% increase in capacity per support representative- Initiated programs that led to > 2x the public help content and documentation available and > 3x the number of knowledge center searches leading to case deflection- Built collaborative processes with Engineering, Marketing and Success to drive actions from customer feedback and product improvements- Started a user feedback program to monitor categorize and assign action ownership for all incoming feedback on the product or service provided- Created 24-hour premium support offering and expanded support coverage hours to meet customer needs

- Planned and implemented an outsourced support strategy leading to best-in-class customer resolutions times outside of EST hours - Initiated scalable and repeatable processes to increase customer satisfaction and net promoter score, and set record lows with issue response and resolution times - Introduced programs to increase knowledgebase content by 300%, and article reads by 20x, resulting in ~25% case deflection - Launched co-op student program to deliver cost effective support and develop future talent

- Lead the Global team strategy, assist in building remote teams, and act as coordinator for all global support leaders to headquarters- Built and executed an off-shore strategy for a team in India to reduce costs for the department- Set objectives, developed, motivated, and measured results for a team of Individual Contributors and Leaders- Successfully rolled out a Collaboration Model for the global organization (R&D and Support) and implemented a Swarming Support Model to increase representative efficiency

- Acted as Global Technical Account Manager for multiple accounts. Responsible for technical pre-sales and implementation planning - Responsible for the successful implementation of product and services sold to global companies. - Design and implement solutions for customer projects to solve process problems across the Application Lifecycle. - Engage with customers in a conversation about their current practices and future goals to understand the business needs and the size of the problem to the business. - Drive new business and grow existing business on a global scale

- Described and documented precise use-case scenarios to verify the validity of the newly developed software to ensure customer satisfaction - Managed the Test Management lifecycle to ensure delivery of quality products

- Proactively assisted customers through phone and e-mail in issues regarding iAnywhere Software - Researched, documented and relayed software solutions to customers to help maintain the company’s award winning customer support