As the Head of Client Onboarding, I lead a dedicated team to ensure a seamless integration of new clients into our company, emphasizing a positive and impactful beginning. My responsibilities include strategizing and optimizing onboarding processes, fostering interdepartmental collaboration, and directly engaging with clients for training and feedback. I also focus on team leadership, guiding and developing our onboarding specialists to achieve excellence in client satisfaction and retention. By prioritizing compliance, risk management, and performance analysis, I advocate for client interests, ensuring our onboarding strategies align with the company's strategic goals and foster enduring relationships.

Supporting Canadian Mortgage Brokers & Lenders.Provide support to Brokerages with quick response times regarding setup inquiries and/or modifications to their access to Expert software Document and provide record of recommended enhancement(s) put forward directly by clients or discovered during use of application.Contribute to the identification of repeat issues or inquiries by notifying appropriate escalation point or supervisor. Document product enhancement suggestions from clients. Gather and document system and usage information to assist D+H (Filogix) with fulfilling customer needs.Assist clients with new user setup inquiries. Complete quality assurance testing for small production changes.Review existing tickets and provide analysisDocument next steps in 100% of tickets.Notify second- level support of all updates on existing escalated tickets. Contribute to Filogix customer growth by ensuring that customer changes are successfully implemented.

Support service incident management via incident tracking applicationsProvide follow-up for tickets nearing or exceeding designated SLA thresholdsMonitor ticket queues, ensuring equitable distribution to technical resourcesMonitor and respond to all incident related emails, incident tickets and phone callsProvide guidance to internal employees on operational proceduresMaintain user account access to Service Desk and Team TrackComply with internal controls and policies, as applicableProactively monitor the health and status of the production network, servers and applicationsProvide first tier support and be a point of escalation as it relates to monitoring servicesCreate, log troubleshooting notes, and close network trouble ticketsMaintain outage notifications logs and follow documented escalationWork closely with key vendors and escalate problems to them as necessaryMaintain documentation of processes, procedures, and troubleshooting guides

Assisting Customers with Internet Technical IssuesProblem solving/troubleshooting computer hardware and software issuesAssisted training new agents going on the production floorPeer Mentoring, such as side by side help and coachingWorked with the training department to develop and launch new ideasParticipated in many focus groups to improve business needs