Mark Larocque Email & Phone Number

United States

Las Vegas, Nevada, United States

Las Vegas, Nevada

Remind is a communication platform that helps every student succeed by allowing educators to reach students and parents where they are. With free and paid options that support engagement at every level in a school or district, Remind connects educators and families with resources that help them teach and learn.

Bellevue, Washington

Manage a team of channel sales representatives. Identify and approach strategic partners and set short and long-term channel strategies.

Bellevue, Washington

Woodinville, Washington

Bellevue, Washington

Perform initial on-boarding of accounts with enterprise level customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime.Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction.Serve as the Smartsheet subject matter expert providing guidance and addressing challenges on work/ project management and collaboration to customers. Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account.Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from Smartsheet.Work closely with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities.Provide expert customer insight to product management, marketing and sales on what innovation and continuous improvement is needed in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates in our larger customers, many of which operate at massive scale.

Burnaby, British Columbia, Canada

Mentored and coached to visual standards, security protocol, team building and maintaining aura of ‘fun while achieving’.• Proficient in facilitation of one-to-one sessions, open training sessions, and group workshops using ‘lead learning out’ model, adapting to unique customers needs, objectives and expected outcomes.• Skilled in developing creative and unique solutions involving multiple product lines and including extending services such as Personal Setup, One-to-One, Workshops and AppleCare. Extending an invite to customers to return, building a community of participants.• Lead Market Core New Hire sessions as a mentor and facilitator, leading discussions and facilitating core modules. Brought key learnings back to role in store, sharing with colleagues through shadowing and enhancing one-to-one sessions with customers.• Consistently maintained high NPS results, recognized feedback as an opportunity to learn, share and enhance future experiences. Participated and encouraged daily culture of giving specific feedback to colleagues and soliciting for feedback on training and coaching for personal investment.• Continually expanded knowledge with all systems, products, procedures and policies through use of open communication, RetailMe, and self directed inquiry.• Excelled at maintaining customer trust, rebuilding integrity of brand and carry-out of technical support through the Genius Bar.• Certified in iLife, iWork, Aperture, Final Cut Pro and Mac OS X Operating Systems.

Burnaby, British Columbia, Canada

Proficient in facilitating one-on-one and large group sessions consisting of 10-40 trainees.• Performance managed new employees to the contact center; conducted personality and perception management, attendance, assessment scoring, kept critical monitoring documents up to date to assist with HR management duties, facilitate hand-off to managers with follow-up continuing for next 1-3 months.• Coached and mentored new and existing employees using key learning and coaching methods from Apple and Rogers combined. Balancing approach with self discovery as a focus. Collaborative commitments made in COMPAS and follow up maintained with strict adherance.• Proficient in creating curriculum for various subjects which included trainer's leader guides and presentations, with focus on lead-learning-out facilitation approach.• Proficient with Adult Learning Principles, an expert in facilitating and mentoring existing and new managers through leadership training sessions, followup on key learnings maintained weekly.• Virtually trained third-party group in USA and Canada using Adobe Connect and with mastery of skills, facilitated initiatives to existing Rogers representatives in virtual classrooms.Collaborated with Media Relations Team on Smartphone Application Project entitled ‘App Addict’.Trained cross-country in various cities maintaining quality of trainer expectations. Involved in ramp-up of new call center opening, training reps to full quality towards opening day. Received Customer 1st Award for this achievement.Expertly skilled and adaptable to facilitating with a lead-learning-out approach on all contact center applications; Amdocs V21, CSM, IVR, Genesys virtual phone, Witness call recording, SQM survey analyticsAssist managers in effective coaching and follow-up using skills acquired as a TSC and maintaining communication within various departments involved in hiring process.

Vancouver, British Columbia, Canada

- Held position of Assistant Manager for 1 year and was actively involved in Management training.- Assisted manager in hiring, training, development and motivation of staff at Canada’s busiest location. - Responsible for newly integrated store management system.- Influenced highest profits for the store for the 2003 fiscal year.- Achieved highest sales in cellular products and maintained training of wireless promotions and sales strategies to all CSR’s.

Provincial Instructor Diploma Program, Provincial Instructor Diploma Program, 4.0

Provincial Instructor Diploma Program

Diploma, Computer Programming / Analyst Program

Computer Programming / Analyst

High School Diploma / Ossd / Oac, Math & Sciences

Activities and Societies: Chorus, Dramatic ArtsCompleted fifth year (OAC) with accreditation towards Math and Computer Science. Awarded.