- Building Onboarding Processed to ensure merchants success at launch- Performing Onboarding for all New Merchants- Work closely with Sales to create hand off process- Managing Merchant Accounts - New to the platform and executive accounts- Managing custom development work with front end engineers- Assisted the Product Team in maintaining and developing features- Built and Maintained Internal and External Knowledge Bases- Creating detailed Competitor Analysis

-Provide consistent and efficient client on-boarding of clients with successful transition to ongoing account support-Serve as a Merchant facing resource for all account activation and inquiries-Provide ongoing platform updates/changes to clients through collaboration with multiple internal partners such as fulfillment teams, account managers and payment advisors-Keep up to date of business and workflow changes and instill a sense of urgency in partners to ensure that clients are receiving the level of responsiveness and service required-Identify client process efficiency measures, provide analysis and partner with other business areas to find solutions that make it easy for our clients to do business with us-Develop and execute initiatives to reduce support inquiries-Provide exemplary support for all products and services through phone, chat or email channels-Participate in the investigation and resolution of customer concerns and engaging all parties required-Document all incoming cases and interactions and clients to provide the customer experience team

Assisted potential and existing merchants in bringing their entrepreneurial aspirations to life. I was able to provide engaging and passionate support through initiating business conversations, and helping merchants navigate away from common pitfalls, and towards greater success. This was crucial in order to be able to effectively navigate alongside the merchant to see how they would like for their business to operate. Regardless of the path they choose; be it in person, through a web-based marketplace, via social media, or direct from their own online shop, I am there to help set them up for success and build towards their future. In addition to helping merchants, I actively reached out to members on my team to assist with mentoring while being active on live channels, as well as creating tools to support our team and help us achieve success collectively.

Collecting and accurately documenting information from merchants, while using effective problem solving techniques to provide consistent first response to inbound telephone service requests and technical inquiries. Achievement of individual targets contributing to the overall business goals including but not limited to Productivity targets, Quality Assurance targets, Compliance Targets, Absenteeism Targets, Sign-on Targets (addition of voice of the customer – customer surveys.)Building and strengthening relationships with Moneris merchants taking ownership of the issue and delivering appropriate solutions.

A technically challenging role on an online platform that provides social media marketing tools and services to real estate agents. Assisted in answering customers calls, chats, emails, as well as retention. Mainly worked on Facebook helping Realtors to build out their social media presence.

-Created and maintained training documents and presentations for the entire call centre.-Presented new training martial to Upper Management and Team Leads prior to full release.-Trained current employees on new releases and system changes-Trained new hire classes to prepare them for the Customer Service Representative role-Spoke with Team leads about their future employees and what to expect and how they have been performing during the training period.

Supported the call centre answering questions for Customer Service Representatives.Helped onboard new hires and coached them in the early stages of their employment.Worked along side Mangers and Team Leads in deciding if the CSRs should become full time employees after their probation finished.

Frontline customer support agentResponsible for selling features, rate plans and new devicesHandled basic customer inquiries about service/billing; escalated any issues to Tier 2 support (Billing, Warranty, Collections)