Support our largest customers to successfully implement our software across their organizations.Work closely with members of the Sales, Customer Success and Product Teams to resolve critical issues, communicate feature requests and track product releases.Act as a primary point of contact across the Customer Success organization for product knowledge and advice.

Participated in a stretch opportunity in which I worked alongside our Mobile Product Team on a special project.

-Implement Hootsuite launch projects by collecting client requirements, analyzing their needs, gathering feedback, and delivering product training.-Conduct online research to better understand a client’s product, industry, and current online and social presence.-Leverage project management skills to oversee ongoing case load of client onboarding projects.Work with clients to understand their social media strategy and align their goals with Hootsuite’s solutions to drive product… Show more -Implement Hootsuite launch projects by collecting client requirements, analyzing their needs, gathering feedback, and delivering product training.-Conduct online research to better understand a client’s product, industry, and current online and social presence.-Leverage project management skills to oversee ongoing case load of client onboarding projects.Work with clients to understand their social media strategy and align their goals with Hootsuite’s solutions to drive product adoption across their organization.-Strong understanding of the major social network platforms, including Facebook, Twitter, LinkedIn and Instagram.-Mastered knowledge of many internal systems including ticket management, account provisioning, billing, analytics and presentation software. Show less

-As the Team Lead for Hootsuite’s Customer Support team in Vancouver, I have been responsible for managing, coaching and supervising one of the largest teams at Hootsuite.-Act as an escalation point for Advocates, and work to ensure customer satisfaction by addressing unresolved concerns with our Free, Pro and Enterprise clients through phone and email communication.-Our team has achieved and maintained a Customer Satisfaction (CSAT) score of 95 percent since I have been in the Team… Show more -As the Team Lead for Hootsuite’s Customer Support team in Vancouver, I have been responsible for managing, coaching and supervising one of the largest teams at Hootsuite.-Act as an escalation point for Advocates, and work to ensure customer satisfaction by addressing unresolved concerns with our Free, Pro and Enterprise clients through phone and email communication.-Our team has achieved and maintained a Customer Satisfaction (CSAT) score of 95 percent since I have been in the Team Lead position.-Responsible for managing a weekly rotating schedule for Advocates, to ensure proper coverage and support for live chat, Enterprise support, and all of our support channels.-Meet with 16 Customer Advocates on a bi-weekly basis to establish goals, provide feedback, and work to develop their skills through learning opportunities.-Involved with the interviewing and hiring of new Customer Advocates that have the personalities and skills that fit with our Department’s values. Show less

-Act as a point person for all technical questions or escalations to the Customer Support team at Hootsuite.-Built a strong understanding of Hootsuite’s products and services, including Enterprise focussed features.-Provide regular feedback on ticket replies and satisfaction surveys to team members on both the technical and billing team.-Regularly meet with other members of the leadership team, including the Day Shift Lead, Customer Support Manager and Product Liaison to discuss… Show more -Act as a point person for all technical questions or escalations to the Customer Support team at Hootsuite.-Built a strong understanding of Hootsuite’s products and services, including Enterprise focussed features.-Provide regular feedback on ticket replies and satisfaction surveys to team members on both the technical and billing team.-Regularly meet with other members of the leadership team, including the Day Shift Lead, Customer Support Manager and Product Liaison to discuss team successes and failures.-I coordinate with team members to look for common trends in issues to have a consistent response and maintain a high quality of service.-Involved with the training of new hires to our team, including ongoing support in their development of product knowledge. -Acted as a Shift Lead for the Customer Support team when the current lead was out of the office.Use Zendesk Analytics and GoodData to monitor team progress with response times and overall customer satisfaction scores. Show less

- Proficient in repairing Apple hardware and supporting the software for all of Apple’s core products, its mobile devices and desktop and portable computers.- Manage a high volume of technical support appointments and also accommodate drop-in clients in a time sensitive environment- Assess and analyze technical issues and provide all relevant options and solutions for customers.- Explain complicated issues in an easy to understand manner.- Manage customer relations through… Show more - Proficient in repairing Apple hardware and supporting the software for all of Apple’s core products, its mobile devices and desktop and portable computers.- Manage a high volume of technical support appointments and also accommodate drop-in clients in a time sensitive environment- Assess and analyze technical issues and provide all relevant options and solutions for customers.- Explain complicated issues in an easy to understand manner.- Manage customer relations through followup calls and emails and collaborate with other stores and departments within the company Show less

Worked as a line cook during the morning and evening shifts. The duties of this job consisted of the organization, preparation and production of food for customers. I gained valuable experience in time management and teamwork through the coordination of food production with the other cooks and the front of house staff.

In this high volume restaurant I worked as an Expediter where I coordinated the production of the kitchen staff with the delivery of the service staff, to ensure quality control and timely service.