Frances A. Email & Phone Number

Calgary, Alberta, Canada

• Collaborated cross-functionally with sales, product, and engineering teams to advocate for customer needs, drive product enhancements, assisting in product testing and ensure timely bug resolution.• Developed and delivered comprehensive learning and development materials for customer onboarding and implementation

Calgary, Alberta, Canada

• Managed a book of business of 35+ small and medium businesses, ensuring seamless implementation of The Virtual Gurus' services.• Developed relationships with key stakeholders to ensure customer satisfaction and advocacy.• Owned renewal process and identified growth opportunities to increase MRR during the onboarding process by communicating additional service offerings that aligned with clients' growth objectives

Calgary, Alberta, Canada

• Managed the post sales client employee lifecycle, onboarding an average of 8 new client employees a month• Acted as first point of contact post sales cycle to promote product adoption, owning client employee relationship throughout the onboarding process• Collaborated cross functionally with Legal, Sales, Benefits and Payroll to reduce Time to First Value

St John’S, Newfoundland And Labrador, Canada

At this position, I led a team of 8 customer success associates whilst managing a book of business of 6-8 accounts with an ARR of $1.6M

St John’S, Newfoundland And Labrador, Canada

As a customer success associate, I supported the sales and customer success teams, using CRM software to maintain accurate customer data and sales activity records. I also provided customers with outstanding support. I reported to the Client Success Manager supporting research for new leads and identifying ways to improve onboarding, customer support and account management processes.My most notable achievement in this role was developing the company’s first NPS survey to track customer advocacy.

St John’S, Newfoundland And Labrador, Canada

At Best Western, I acted as the point of contact and liaison between customers and hotel departments. I answered customer questions and resolved complaints, fostering relationships with guests to ensure customer loyalty. I also processed payment information, maintaining up to date records and communicating any discrepancies or issues to the appropriate department.

St John’S, Newfoundland And Labrador, Canada

I provided different researchers and professors assistance with their research projects. I was tasked with transcribing and coding qualitative as well as quantitative data. I also provided support during the research process through secondary research and analysis as well as presentations and reports. I was also in charge of some administrative tasks including sending emails and scheduling meetings.

St John’S, Newfoundland And Labrador, Canada

At Homeport, I was tasked with general administrative and accounting tasks. This role required the most initiative and self directed work as I frequently worked alone or with few other staff members in answering customer questions and complaints as well as collaborating with other departments to ensure smooth running of day to day operations.

St John’S, Newfoundland And Labrador, Canada

At Just Cozy, I assisted an average of 80 customers a day, informing them of store policies and products, utilizing customer service and sales skills.

St John’S, Newfoundland And Labrador, Canada

At Dairy Queen, I was frequently called the "customer complaints manager" as I was the point of escalation whenever a customer was unsatisfied with their service or the product. I led a team of 12-15 employees, delegating tasks to ensure that workflow was smooth and efficient. I also fostered lasting relationships, creating a desirable climate not just with customers but also employees