Dayna Elliott Email & Phone Number

Ajax, ON, CA

Greater Toronto Area, Canada

Greater Toronto Area, Canada

Toronto, Ontario, Canada

Toronto, Canada Area

• 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

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• 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.

Toronto, Canada Area

Richmond Hill, Ontario

• 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%.

Richmond Hill, Ontario

• 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%.

London, Ontario

• 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.

Bachelor Of Arts (B.A.), Liberal Arts And Sciences/Liberal Studies

Ontario Secondary School Diploma

Education record