Mackenzie Cakebread Email & Phone Number

- Began working as a cross-team lead for the Nexonia and Certify products. This involved taking on responsibilities for both teams and learning both products- Hosts weekly meetings with team members to go over metrics, goals, and performance as well as individual technical questions- In March 2024, transferred to Certify full time (while still maintaining a working relationship with the Nexonia team and assisting their ticket queue in times of high volume)- Created monthly volume reporting on end user tickets, problem/incident tickets, and phone calls to measure changes month to month/year over year. This has lead to identifying areas of volume reduction and growth for individual team members.

- Implemented twice weekly training sessions for the team to ensure all questions are being answered in a timely manner- Started a monthly training program where we held a training session each month on a topic relevant to the team (product related or soft skills)- Worked cross functionally with Customer Success team and Product team to roll out new price increases in a way that affirmed value for the product and allowed customers to understand exactly how the price increase scale could impact them

- Completed L2 tickets with a focus on ERP integrations and errors (Intacct, NetSuite, QuickBooks)- Acted as a mentor for new hires through training sessions- Increased value for clients by responding in a timely, friendly manner

• Level One Technical Support for a variety of clients, confidently handling all of their needs via email, phone, Zoom meetings, and ticketing software • Maintained a 100% Customer Satisfaction score throughout July and August 2021 • Responsibilities include in-depth product knowledge, communicating with third party vendors (including financial institutions), and facilitating changes in clients Nexonia accounts

• Performed debit, credit, and cash transactions timely and accurately, while also observing newly implemented safety measures• Processed and merchandised new products for the store according to the company’s merchandising standards• Helped guests adjust to new COVID-19 safety protocols in a friendly manner including cleaning high touch surfaces, acting as a greeter and directing traffic in the store, and answering general inquiries

Toronto

• Prospected new business through research of cultures and communities in existing territories (Manitoba, Nova Scotia, and Newfoundland)• Developed strategies for targeting new markets including Cadets, Girl Guides, and First Nations schools• Managed key accounts and built relationships with clients through outbound communications, which were tracked through internal CRM database• Used Excel to track key information on new demographics to share with team members prior to COVID-19-related layoff

Toronto, Canada Area

• Represented the stadium’s Accessibility team pre, during, and post game by offering mobility services and additional support when needed• Other responsibilities include in-seat visits to celebrate fan's birthdays, anniversaries, and other special occasions; relieving ushers for brief breaks; managing traffic in and around gates before the start of the game; assisting with the Jr. Jays Sundays Run the Bases program; and acting as mobile fan support between tasks

Scarborough

• Created social media channels to communicate upcoming events to students and faculty• Held and supervised workshops for fellow undergraduate students to provide essay feedback, citation help, and other academic support• Developed and produced the first annual newsletter to share departmental news, including a raw template for future use

• Maintained each of the six retail properties at the zoo along with the warehouse • Merchandised displays within the six retail properties at the zoo, which were rotated throughout the peak season and to reflect new initiatives by the zoo• Supervised end of shift cash office deposits and performed cash escorts around the property securely• Provided exemplary customer service to guests on the zoo property within the stores as well as on site by promoting the core values of the organization

• Engaged with guests within the six on-site gift shops as well as across the Toronto Zoo property to promote the ideals and conservation intiatives of the Toronto Zoo• Handled cash transactions and operation of Point of Sales (POS) systems for guests during the peak and off seasons• Assisted with the merchandising and stocking of each retail location

Responsible for handling social media, communicating with press, writing news releases, developing campaign strategies, and general administrative duties.

Ottawa, Canada Area

Responsibilities at Chapters included providing a happy and clean environment for customers to enjoy ourproducts and services. I facilitated sales on a regular basis and worked regularly on our point of sales systems/cash handling. My focus was in the Kids section of the store, making my customer service approach focused on customers and their children. Played an integral role in providing and executing merchandising ideas for new products and themes.