Monica Mcmillan Email & Phone Number

London, Ontario, Canada

London, Canada Area

Media Sonar enables Surface, Deep and Dark Web investigations by connecting the right tools and workflows into a single intelligent solution. Our software empowers security professionals in both public and private organizations to protect what matters - people, places, and assets.I act as the main point of contact for our clients throughout their time with Media Sonar - from creating custom onboarding and implementation plans, supporting clients through support and process issues, to offboarding. My role is to make sure our clients are happy, engaged, and meeting their goals with the software. I work closely with the Account Executive throughout the renewal process to ensure it goes smoothly and any risks are identified early on.Internally, I act as the client advocate - managing the client support process, bringing client concerns to the team and helping to prioritize internal projects based on client feedback. I also take a lead role in creating new processes and updating existing processes as necessary and rolling these out to the affected teams.

London, Canada Area

Media Sonar enables Surface, Deep and Dark Web investigations by connecting the right tools and workflows into a single intelligent solution. Our software empowers security professionals in both public and private organizations to protect what matters - people, places, and assets.I work with Media Sonar’s prospects and clients to teach, advise on best practices, and consult on specific cases regarding the use of Media Sonar’s platform. I act as a liaison between Media Sonar and our public safety, global security, and asset protection clients providing them with subject matter expertise in OSINT investigations, dark web, and cyber intelligence gathering. In supporting and engaging our existing clients I’m responsible for managing the product support process, new client/user platform setup and training, and working closely with their Client Success Manager to monitor the account health of existing clients. I also organize several training events/conferences throughout the year. In supporting our sales team, partners, and prospective clients; I manage the trials process, provide platform setup and training, and ensure prospects see value in the platform and understand how it can benefit them and their organization. I advise on technical specifications and translate client requirements into technical documentation and SOWs. Internally, I help with recruitment and am responsible for new-hire onboarding and set up. I lead the creation of new processes for trials, managed and professional services, and manage custom projects where needed.

Toronto, Canada Area

I managed a team of 6 Associate Engagement Managers, providing both day-to-day and strategic guidance in customer relationship management, customer experience consulting & project management. I acted as a point of escalation for any clients managed by this team. I also worked on end to end process improvements, from identifying a need to design & implementation. I continued to support solution & sales teams in scoping new deployments.

Toronto, Canada Area

I worked with our top clients to ensure the long term success of their Virtual Agent deployments. I managed ongoing client relationships through conference calls, web meetings and in-person visits, as well as provided end to end project management and consulting on strategic self-service and customer experience initiatives. I was responsible for client satisfaction, as well as timely and cost-effective completion of projects. Internally, I coordinated with account management and project analyst teams to develop and execute account planning, ensuring client success and acceptance of solution performance. As well as support sales and pre-sales teams on sales calls and deployment scoping. I also worked with leadership and peer teams to enhance and establish delivery process for existing and new solutions with the goal of increasing efficiency and scalability.

Toronto, Canada Area

I worked with IntelliResponse/[24]7 Virtual Agent clients to ensure the success of their virtual agent implementations. Manage ongoing client relationships while helping clients set and achieve business goals based on analysis of their VA questions. I was responsible for the overall functionality and performance of the solution.

London, Ontario

Every September the Western Fair hires roughly 300 temporary employees to work the annual fall fair. I helped the HR manager organize the applicants, contact successful applicants to arrange contract signings and other paper work. I ensured that all paperwork was completely correctly with necessary supporting documents (e.g. a valid security license for security officers). I was the first line of contact for all inquiries regarding employment opportunities with the fair.

London, Canada Area

As a T.A., I provided support to professors in a variety of ways. These included: lecturing, grading essays and tests, attending lectures, maintaining course websites, holding office hours, and providing one on one support to students. I acted as a liaison between my students and the course professors and university administration. Highlights:As the T.A. for Introduction to Second Language Acquisition (2nd year, 2nd year honours levels) I acted as a liaison between the professor, students, and the Community Service Learning Centre at the University to ensure students were completing (and enjoying!) the service learning component of the course. This component involved the students meeting weekly with either new Canadians who wanted to practice conversational English, or second language Spanish learners who wanted practice. My role focused on ensuring students were completing this component in a safe manner that represented the University well, and to act as the first point of contact for any questions or problems the students had. As the T.A. for Language and Gender (2nd year, 2nd year honours levels), I was responsible for preparing and leading four separate tutorials of up to 20 students, holding office hours to provide one on one help, writing and grading weekly quizzes, grading research essays, and grading final exams.

London, Canada Area

As Team Lead I was responsible for coordinating a group of 13 people in 4 subcommittees to plan and execute the 6th annual WISSLR conference which took place March 14-15, 2014. I created and enforced project deadlines, as well as organized and lead meetings of the committee. As the PR Committee Chair, I lead a team of 2 people to market the conference to domestic and international students. This included: writing a call for papers, curating a list of programs to send the call for papers to, handling all incoming and outgoing communication for the conference, designing posters for the conference, maintaining an online presence for the conference via Facebook and Linguist List.

London, Canada Area

I was part of a 2-person team who marketed and promoted the conference. We were responsible for: all incoming and outgoing communication for the conference, creating posters, creating and circulating the call for papers.

Master Of Library & Information Science - Mlis, Information & Media Studies

Master Of Arts (M.A.), Applied Linguistics, Internet Speak And Social Media

Activities and Societies: GTA Union Representative (PSAC Local 610), Linguistics Program 2013-2014. Communications Committee, Arts.

A Average

Offered every second year by the Linguistics Society of America in partnership with a University, the Linguistics Institute brings.

Honours Bachelor Of Arts, French Language And Linguistics, B+ Average

UWO Dance Force, Alternative Spring Break: Thailand