• Draft agendas, document meetings, and communicate client follow ups.• Address, compose, and execute annual agreement renewals as required.• Schedule, run and review support hours usage reports.• Work with the Account Management team to build and develop service-related proposals for existing and potential clients.• Assist with project coordination, client communication, and documentation gathering for new clients and service deployments.• Work closely with Dispatch and Services Manager on scheduling requirements.• Log, track and manage all time using the CRM ticketing system.• Collaborating with the accounting, IT, sales and marketing teams to streamline processes.

• Producing regular trending, analysis and reports for customers to demonstrate the performance of the service provided• Meets regularly with the organization, to update Customer Advocacy initiatives while maintaining the close working relationship required to retain and grow the business • Working across all departments and regions to resolve customer issues within North America and the UK• Using consumer feedback to create a view of areas that need improvement and action them appropriately• Assisting upper management and resolution of all customer queries through tickets and issues through effective use of the Cherwell and Salesforce customer management solution• Taking the lead on specific improvement projects where appropriate• Ensuring all our customers have a great experience with Aptum, and where they do not, help identify ways in which we can improve• Driving up Customer Satisfaction scores from both NPS, CSAT and CSM surveys.• Managing the credit process such that it is policed and auditable, and to minimize credits to be in line with organizational goals• Assisting in retention of Premier Accounts, ensuring customer churn is minimized in line with organizational goals• Undertake any other duties or projects that may be required• Follow all corporate processes, including the use of Salesforce for recording and tracking customer interactions and activities.• Extracting data from Salesforce for reporting and presentation purposes• Actively partnering with stakeholders to deliver an outstanding customer experience• Manage and lead customer success projects.• Develop and maintain project plans including timelines, tasks, and owners.• Identify and mitigate project risks.• Facilitating cross-functional team meetings to track progress and resolve issues.

• Increase Ignite TV order activation's for the entire sales division by 315% from previous month• Manage scope and resources to stay within budget to achieve exceptional client satisfaction; saved 30K which was reallocated to automating manual processes• Analyze financial reports to determine gross profit of tools utilized during in-house service; directed technicians on loss mitigation decreasing cost by 15%• Mentor sales reps in challenging situations to broaden perspectives and leverage tools to grow sales through current initiatives, sales tactics and communications.• Deliver preventative solutions within Ignite Warm Rooms to solve upcoming system issues; Assist with national ticket updates to resolve any system outages• Present data findings to senior executives and stakeholders on strategies to solve system outages in coordination with the National Production Centers• Uphold high compliance standards by leveraging Nova workflows to ensure sales rep maximize all tools within the system and mitigate gaps within the sales order process and direct KPIs for remaining approvals

• Processed orders while obtaining missing information from requesters, public databases, internal references or customer contact, reducing RSOs by 12%• Ensured pricing and promotions applied are accurate, complete and in compliance with company policy• Recommended product delivery deadlines improvements to meet the changing business needs and which resulted in a decrease of 56% complaints• Chosen based on merit by management to act as SME for department on Rogers products and services• Leveraged SGI/ICM and Salesforce to ensure information was tracked for future reference• Reported on pricing anomalies, sales revenue processed, compensation, process compliance and service levels• Created leadership reports, making recommendations to streamline processes and increase the efficiency of sales reps.

• Acquired TTC, Peel Police, TDSB, TCDSB, Canada Post, UPS, Purolator, andAppotex through cold calling, on-site visits, and marketing campaigns• Exceeded sales goals and accomplished business objectives by inspiring staffand promoting target products.• Selected based on merit to train staff nationally on methods for handlingvarious aspects of sales, complicated issues and difficult customers.• Assessed sales reports to identify and enhance sales performance, supportinventory oversight and capitalize on emerging trends.• Delivered in-depth information on product features so customers couldmake educated decisions before purchase, with an 85% close rate