I am responsible for reviewing the existing internal business systems/processes and propose, manage and implement improvements.Responsibilities include:• Develop and drive the company’s overall digital transformation strategy and roadmap• Review existing internal business processes and identify areas of improvement• Assist with the development of new fit-for-purpose digital solutions to improve operational efficiency and improve service level• Champion the digital transformation tools and conduct training to relevant departments within the organisation• Keep up-to-date with digital trends and best practices• Build and develop in-house digital capabilities to help the company maximise returns

• Drove all aspects of Cision’s Canadian customer experience objectives and initiatives.• Defined and optimized the customer life-cycle.• Developed listening points during the customer journey (e.g., usage, satisfaction, etc.)• Structured ambitious customer-focused service level targets.• Championed scalable user onboarding campaigns focused on value while automating the mundane and routine.• Fostered collaboration within the team and across the customer life-cycle.• Encouraged continuous learning within the team by introducing "What I learned last week."• Designed and implemented a Salesforce ticketing strategy involving journey mapping, simplification and standardization for the national Client Support team.• Played connect-the-dots between departments and initiatives, bridging conflicting agendas.• Built and maintained organizational enthusiasm – overcoming inertia and barriers to change.

• Developed, maintained and improved training and material, coordinated with software updates and industry changes.• Provided over 200 training sessions yearly to various sized groups (in-house, onsite, Web conferencing).• Coached and mentored all new and existing employees on an ongoing basis.• Developed and delivered education curriculum to hundreds of attendees at the annual client event.• Liaised with the product development team to help shape the software for future growth of the business.• Maintained a 95% capacity at all WEBinars ensuring ongoing profitability, with a client satisfaction rating of 98%.• Participated in multiple marketing strategies, internal promotions, social media, and website development.

• Proactively identified and solved customer software problems while exceeding metric objectives.• Leader in first call resolution with the highest client retention numbers.• Recommended product and service configurations and process adjustment to improve overall product satisfaction.• Coached and mentored new departmental staff.• Led weekly technical support staff meetings to improve product knowledge, industry awareness and best practices.• Redeveloped and implemented client care program to increase monthly revenue by 237%.

• Provided technical support, hardware installation, software setup, and internet troubleshooting.• Achieved call volume objectives while consistently achieving 100% Quality Assurance.• Regularly received "sunshine calls" from clients commending me for excellent service.