Onboarding: directly own onboarding of smaller accounts, ensuring speedy time to value and an exceptional customer experience. Support CSMs in technical aspects of onboarding for larger accounts, including organizing data, overseeing setup, and removing technical roadblocks in implementation.Enablement: product expert responsible for customer facing product documentation, help center articles, videos, webinars and best practice tips.Support: first line of communication for… Show more Onboarding: directly own onboarding of smaller accounts, ensuring speedy time to value and an exceptional customer experience. Support CSMs in technical aspects of onboarding for larger accounts, including organizing data, overseeing setup, and removing technical roadblocks in implementation.Enablement: product expert responsible for customer facing product documentation, help center articles, videos, webinars and best practice tips.Support: first line of communication for customer support tickets including bugs, feature requests, and how to's. Show less

• Embody the culture of customer success and owning the client experience• Trouble shoot problems effectively and efficiently, looking for root cause and engaging the technical teams as needed• Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and follow up to ensure resolution• Prepare product or service reports by… Show more • Embody the culture of customer success and owning the client experience• Trouble shoot problems effectively and efficiently, looking for root cause and engaging the technical teams as needed• Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and follow up to ensure resolution• Prepare product or service reports by collecting, analyzing, and using customer information.• You are a master of organization, able to juggle many priorities at once• You are patient and respectful, making the customer’s satisfaction your number one priority• You know what it means to be customer success focused in a SaaS environment and can speak easily with internal and external contacts in the technology or analytics space• You observe patterns in customer complaints are report these back to Engineering• You can identify potential bugs and document the steps to reproduce them• You maintain records daily for each customer ticket• You manage the Customer Success/Customer Support inboxes and are able to prioritize incoming queries effectively Show less

• Manager of a Support team of seven direct reports.• Introduced many best practices to create a World Class support experience such as case handling procedures, SLA’s, and the creation and assigning of team and personal goals.• Creation of a training program where none existed before which increased new employee onboarding time.• Reduced incident case backlog

• Managed teams ranging from 5 to 20 direct reports at various times in the role including remote employees in Pune, India and Montreal.• Met pre-defined commitments, prioritized actions and monitored team progress.• Responded to urgent and complicated support issues and acted as an escalation point for Halogen TalentSpace, Saba, and Cornerstone products.• Provided data and reporting of key performance indicators and trends to the senior management team and others in ad-hoc, and… Show more • Managed teams ranging from 5 to 20 direct reports at various times in the role including remote employees in Pune, India and Montreal.• Met pre-defined commitments, prioritized actions and monitored team progress.• Responded to urgent and complicated support issues and acted as an escalation point for Halogen TalentSpace, Saba, and Cornerstone products.• Provided data and reporting of key performance indicators and trends to the senior management team and others in ad-hoc, and weekly meetings.• Team maintained a Customer Survey response average of 96% satisfied or very satisfied for the 2020 year. Show less

- Performed technical support and troubleshooting of computer related issues on Dell’s lines of systems (Optiplex, Dimension, Inspiron, Latitude).- Assisted in running and maintaining the internal physical computer lab and ensured all hardware was functioning properly.- On boarded new hires for 1 year. Facilitated a four-week session of classes that ranged from five to twenty people. First learned about and applied various adult learning styles during this time.

- Set up, diagnosed, and repaired computers and printers from all major manufacturers.- Sold various services and components.

Support Analyst for the Dell Canada contract.Assisted Dell Computer Customers with troubleshooting hardware and software related issues.