- Founding CSM of ShiftCare North America, handling all post-sales activity for USA and Canada. - Introduced the team's first onboarding process, and implement iterations periodically based on customer response data. Handling all onboarding activities (host training, create and share resources, provide support, etc.)- Handling all existing customer outreach and account management. Implemented numerous direct personal, automated, and hybrid outreach processes. - Assist with Product management by collecting and organize product feedback from end-users to present internally, and collaborating on new feature concepts.- QA testing of new features before launch, and manage new feature Beta testing processes for North American customer base.- Handling all technical support tickets.- Writing, recording and updating Help Centre content. - Compile CS data and create weekly reports for internal management team and stakeholders.- Active role in hiring process to expand the North American Customer Operations function.

- Managed a portfolio of enterprise clients, serving as the primary point of contact and trusted advisor for their strategic initiatives.- Developed and maintained strong relationships with key stakeholders, including C-level executives, to understand their business objectives and align them with Noibu’s product and service. - Conducted regular business reviews with clients, providing insights, recommendations, and performance metrics to showcase the value delivered and promote customer retention. This involved preparing presentations, and performing live training of new features - all virtually. - By analyzing existing and collected data, proactively monitored customer health and satisfaction to identify potential risks and developed creative strategies to mitigate them.- Lead cross-functional teams in the successful delivery of complex projects, coordinating with product, engineering, and support teams to ensure customer requirements were met.- Contributed in development and launch of the company’s Customer Advisory Board, an exclusive group of external stakeholders that meet regularly to help shape the company vision. This included outlining goals, planning annual schedule for 2023, determining the member list, coordinating with the planning committee on deliverables.

- Maintained a book of business of international franchise brands.- Built and maintained relationships with clients and stakeholders from the moment they joined the customer community by providing support on special projects, training, and ongoing coaching.- Increased engagement of long-time clients by driving added value to their investment in the service. Methods included: monthly nurture campaigns, webinar series, feature adoption campaigns, 1:1 consultations, data/dashboard customization sessions.- Developed and executed high-level strategies for enterprise-sized executive teams, including service expansion plans, service engagement and adoption campaigns, security/asset protection plan, and organizational health and safety implementation.- Announced news to client-base regarding new features and services. This included delivering information by phone, email, and in virtual meetings. - Independently developed and successfully delivered monthly webinar series aimed at engagement and feature adoption.

Build, maintain, and grow strategic relationships with clients. This includes providing guidance and leadership through the onboarding process when needed, proactively identifying opportunities that provide additional value for the customer over time, early identification and resolution of at-risk customers, and as a result renewing contracts when appropriate. Focusing on:- Ensuring that customers derive maximum value from their investments in Versature and fully leverage our services on an ongoing basis.- Developing and maintaining a trusted advisor relationship with customer-side stakeholders and executive sponsors to fully understand customer's business strategy and measurements of success.- Tracking accounts, identifying and developing new opportunities for expansion across the customer's business to promote growth and increased solution adoption across the organization.- Taking a leading role in the development and presentation of a weekly webinar series focusing on ongoing training of new and existing clients, communicating our support structure, and providing updates about upcoming products and services.- Managing piloting programs with key clients to introduce upcoming products/services, provide training on the new features, and gather feedback for relaying to our developers and product engineers.

OnBoarding, also known as Provisioning, serves as the single point of contact for new customers once they have decided to sign on with Versature.As the expert on customer setup I'm in charge of managing the entire initial setup process for any new clients to Versature. I'm responsible for:- Establishing a trusted advisor relationship with customers to ensure their overall satisfaction with Versature- Educating customers and give them proactive assistance as they onboard and configure their services- Understanding and assessing customer business objectives to ensure deployment and adoption activities are aligned to a compelling vision and strategy- Evaluating status of new customer progress and propose solutions to different resources (training, webinars, videos, blog posts, or screen sharing.)- Working directly with Development and Product teams to create a positive experience for large customers with unique or complex needs- Working with Operations, Sales, and Marketing teams to develop onboarding and initial materials to speed adoption and improve experience for customers- Engaging with the Sales team throughout the sales cycle to articulate the value of the Onboarding team to potential customers- Maintaining product expertise across the Versature product line- Identifying common customer challenges and work with the Customer Success team to proactively address them through a variety of mediums and channels.- Onboarding new customers through custom setup, training, and coaching- Responding to high-profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty

Perform daily operations duties, as well as supervise and maintain facility activity, while maintaining client relationships.-Facilities include: 2 ice rinks, fitness centre, multi-purpose studio, 2 synthetic turf multi-sport fields, office spaces, restaurant/sports bar- Coordinate and manage daily schedule with clients.- Promptly answer client enquiries, aiming to build a satisfying relationship- Demonstrate advanced decision making skills in high-stress environmentProven to be an outstanding and reliable employee, designated to take on special assignments such as:-Appointed as Part-Time Supervisor and Representative of Part-time Staff during monthly all-staff meetings-Training of new staff members during annual hiring period -Appointed as temporary facilities manager during annual full-time staff holidays-Assigned to manage facility during Grey Cup week, hosting the Toronto Argonauts, Calgary Stampeders, CFL Cheer Teams, and CFL-NFL Flag 2017 tournament-Assisted with interuniversity research project regarding sports facilities- Tend to injuries and perform required process in emergency situations, requiring WHMIS and First Aid CPR-C certifications

Skyline Ottawa is a marketing firm specializing in the design and production of trade show and event exhibits/displays. We are the Skyline Exhibits dealer for Eastern Ontario and Western Québec. With over 140 offices worldwide, Skyline Exhibits is the world's leading manufacturer of custom and custom-lightweight trade show exhibits.My roles include:• Actively generate sales leads within private/public sector markets• Consultative project process, discovering client needs and providing the right solution• Coordinate and working with designers, Skyline international service centers, external vendors, and senior management team• Organize corporate seminars, and setup training with clients• Create and work in a team oriented business development environment• Close transactions and finalize orders to Skyline International Design Center• Represent Skyline Ottawa in corporate events, industry events, and trade shows• Create and work in a team oriented sales environment

Assisted the School of Business Marketing Officer with various promotional and administrative deliverables:- Edited program presentation brochures for all School of Business programs- Regularly communicate with external stakeholders and internal school faculties and departmentsCreated and implemented Web and Social Media Plan aimed at student retention/acquisition:-Maintained School of Business brand identity through all Social Media activity-Created and produced various promotional materials -Created and coordinated written and video interview Social media/Blog series-Monitored analytics and created final campaign reportSuccessfully completed telemarketing campaignAssisted in event planning and implementation