As Customer Experience Manager at Start.ca, I led a team of ~12 remote technical support staff to enhance productivity and deliver exceptional customer service. My tenure was defined by a blend of leadership, innovation, and cross-functional collaboration, resulting in significant improvements in customer satisfaction and operational efficiency.Key Duties and Achievements: • Team Leadership: Fostered a high-performing, remote technical support team through ongoing coaching and development. • Quality Assurance: Enhanced service delivery by implementing tailored coaching and regular quality audits. • Process Innovation: Streamlined workflows by refining tools, resources, and policies, ensuring alignment with company KPIs. • AI-Powered Solutions: Introduced a chatbot-based documentation system that improved efficiency and reduced staff search times. • Change Management: Represented the customer experience perspective in change advisory meetings, ensuring readiness for all service adjustments. • Engagement Initiatives: Designed internal contests to boost team motivation • Crisis Management: Successfully resolved service interruptions, billing disputes, and complaints, improving retention rates and reducing churn. • Communication: Maintained a centralized internal communications hub, delivering real-time updates that improved both staff retention and customer satisfaction.These accomplishments underscore my ability to lead dynamic teams, implement strategic innovations, and enhance customer experiences. I’m proud of the measurable impact I made in this role and look forward to leveraging these skills in future opportunities.

Client first. I ask myself daily how we can avoid future requests coming into the managed services team. How can we reduce the amount of back and forth emails both internally and externally? What tools and automations are going to make the process and procedure more streamlined so the teams can focus?My job is to figure out the most optimal way of doing anything. Predicting how staff or clients can "break" things is key to success. This involves asking a lot of questions and thinking about worst case scenarios. It is this pessimistic mindset that allow me to build easy workflows.My workload includes several small to medium projects that include key knowledge, influence and decision making team members. In collaboration, we are able to execute campaigns to migrate users between systems, document processes and uncover pitfalls before they occur. A simple project management tool keeps me and everything organized while staying on track.

Toronto leader in furnished rental accommodations in the downtown core. I manage a team to oversee and execute on the daily setup and ongoing maintenance of our units across the city while providing exceptional customer service to our clients.

Working with staffing and recruitment firms, we connect them with jobseekers within Canada using the worlds largest and most powerful job pool, Indeed.com.Recognized increased revenue by 15%, quarter over quarterEstablished new relationships with recruitment agencies Awarded team MVP for my assistance with onboarding new repsAs Chairman for Indeeds Pride Canada chapter, the team and I successfully designed, organized and launched our involvement in 2017 paradeAwarded 1st place for cultural team talent contest

•Leverage existing internal sources of sales leads while identifying new sources of opportunities for sales in small office/home office (SBS) through warm opportunities.•Establish and maintain positive relationships with Small Business Accounts and the clients it serves for the purpose of accessing and increasing the penetration rate of select products.•Assist in the development of strategies that minimize the competitive threat, retain existing customers and increase our revenues from these customers.•Attract Business customers to purchase Digital Cable TV, Rogers Hi Speed Internet, Rogers Business Phone, Rogers Wireless solutions and other select products.•Manage and update Salesforce.com on a consistent basis and maintain to all key performance indicators.•Engage in regular daily and weekly team sales reviews to discuss sales challenges and strategies.•Participate in funnel meetings, as appropriate.•Leverage product/company/industry expertise to overcome objections, land new accounts and secure upgrade opportunities within our existing customer base where appropriate.•Contact customers and prospects daily via phone to identify, manage, and close up-sell or add-on opportunities through all sales stages.•Gain access to key stakeholders for new account development.•Leverage strong prospecting, account management and closing skills, to achieve monthly targets

Lighting up North American small businesses with an effective and easy E-Commerce solution. Bringing on new clients every week in all different walks of retail and wholesale. Maintained client satisfaction with a transparent support staff with exceptional communication skills.As also a leader of the group, the hybrid role requires me to motivate the team and optimize the sales process on the fly. Script changes along with training are part of weekly responsibilities. Reporting challenges and successes to the executive team bi weekly assisted in the continued success of the product.

Utilizing unmatched SEM and SEO Strategies, we drove new customers to Canadian small businesses. Then to retain those customers, we provided one stop shop solution called Engage - an online platform for collecting reviews, sending bulk emails and Social media integration.

As an account manager, it is my job to both bring on new clients and ensure the service delivery to our current base.Part of the role is finding a "fit" between our service and prospective clients. I currently execute this through both phone conversations and webinars.The other part of the role is to mange a segment of our client base. This entails customer service skills, uncovering growth opportunities and keeping an excellent reputation for Infotech Research Group.

As a Junior Technician, I was responsible for establishing, upgrading and maintaining our clients technology network. My daily tasks included mostly, but not limited to, putting out fires on small networks. I would provide consulting and end user support as well.

DHT is a sub contractor for Rogers Cable. As a field technician, I was responsible for implementing, troubleshooting, maintaining and removing services provided by Rogers.