We help Financial Planners, Advisors and Investment managers to save time, increase revenue and get more referrals in their businesses through a software tool used to create financial and retirement projections.As a Customer Success Manager I continue to focus on helping our customers quickly find the value in using Snap Projections. I lead our Customer Success team as we strive to improve our customer's experience with the product. This includes:• helping our clients get started with creating their first projections (onboarding)• maintaining our online help site and our internal support documentation• hosting various webinars for our clients to provide training and answering frequently asked questions• testing new releases of the software to ensure new features are working as expected and past functionality remains • suggesting and evaluating new product features• building strong customer relationships by answering support calls and emails in an efficient, helpful and friendly manner• creating, following and evaluating company processes to improve the way we do things

As a Customer Success Specialist I help clients:• get up to speed quickly by ensuring a successful on-boarding process • solve their own questions by providing clear and concise Knowledge Base articles• use the software to achieve their financial planning goals In my role I also:• test new releases of the software to ensure new features are working as expected and past functionality remains • suggest and evaluate new product development ideas• monitor use of the tool by new clients to see where extra help might be needed• build strong customer relationships by answering support calls and emails in an efficient, helpful and friendly manner• use and evaluate company processes and suggest improvements

Support Driven is a community of people in Customer Support and Success helping each other. It is very beneficial to be part of a larger team and be supported by others with a similar mindset to help customers be successful.

• Independently learned and became proficient on Client Track, a client management database • Became go-to staff member for all database questions • Trained staff to manage their tasks within Client Track and trained the office manager to run reports to track all employee tasks • Managed a project to have all clients complete required authorization forms for the CRA, WSIB, and RM Bookkeeping and ensured proper storage of hard and soft copies

• Completed a thorough tax preparation course over 3 months to qualify to become a first level tax professional with the company. Scored the highest class mark of 98% on the 3 hour written exam.• Provided excellent customer service to new and returning clients by interviewing them and completing their personal tax returns with accuracy, speed, and personal attention• Returned client surveys gave Leigh an average score of 9.5 out of 10 in customer satisfaction

• Created and maintained an Excel spreadsheet to track client visits, followups, and sales,allowing for filtering based on various criteria to enable the advisor to see an overview ofhis business• Designed and implemented a process to track the status of wealth and insurance applications, enabling the process to be shared between involved parties and reducing duplication of effort, creating more efficiency in workflow• Organized and maintained client files, both physical and electronic• Managed and updated the client database in Salesforce• Prioritized tasks and coordinated task completion between the advisor and admin staff

• Taught 3 courses in the Technology Department: "Fiber Optic Principles", "Physics for Photonics", and "Physics: Heat Transfer" • Created lesson plans and lectures in Powerpoint, set assignments, lab experiments, and tests to evaluate students• Conducted student tutorials to go over practice problems and ensure any student questions were addressed• A student survey gave an overall rating of "excellent"

• Designed custom made, unique photobooks and calendars for clients using Blurb and Snapfish• Organized, selected, and enhanced digital photographs using Photoshop• Interviewed clients to ensure the completed photobook was very personalised• Responsible for all aspects of the business including sales and marketing, invoicing, and customer relations

Instrumental in implementing and maintaining a knowledge database which allowed engineers to share technical procedures online with both internal and external customers. She planned and tracked software deployment, created training packages, and trained users all while influencing managers and users to accept this change in their workflow. Result: Users could find solutions to their issues within the database, thereby eliminating or shortening a technical support call. • Developed cross-departmental training course and conducted multiple “train the trainer” sessions, ensuring all company trainers were able to instruct engineers from various departments• Provided on-going, post-training support for follow-up questions and issues• Developed a project plan to track and implement more deployments of the Knowledge Networking tool Primus across Nortel• Monitored, and reported to senior management, return on investment metrics to determine the successful benefits of the program• Demonstrated strong relationship building with multiple Technical Support teams and the Information Services team• Created a Quality Editor Solution review process and implemented it across departments• Chaired meetings to determine how to handle customer feedback and ensured there were accurate feedback reports available to department Primes• Performed testing and evaluation of Solution Explorer 4.0d; found several shortcomings and recommended against usage

Leigh received multiple company awards for her work including a Pride Award for “Excellent Customer Service” as an Optical Networks Technical Support Engineer. She has experience installing, configuring and maintaining systems, troubleshooting product issues, documenting the solution procedures, gathering and providing customer requirements to design teams, verification testing of new releases, and completing product upgrades. • Built strong customer and peer relationships while acting as a liaison between the customer and product designers• Instrumental to starting up a new Product Support team for OPTera Metro 5000 when the product was first being introduced to both the Enterprise and Carrier marketplaces• Became a mentor to new team members as the support group grew and laid the foundation for a technically competent and service oriented team• Ensured minimal downtime for time sensitive systems• Performed installations and troubleshooting of the product at customer sites which led to improved customer satisfaction• Programmed in C++ to improve a debugging tool as a temporary member of the Product Design team which resulted in streamlined troubleshooting procedures• Investigated and provided closure to technical product issues referred to the Product Support team, while providing 24/7 on call support to the first level support team and customers • Authored several customer bulletins highlighting product issues which led to reduced call volumes to Nortel Networks