The Integrated Service Centre ( ISC ) maintains, continuously improves and enhances the systems and processes that support operational functions of UBC, including human resources and finance (and student services, in the future). Team members within this unit will work cross-functionally with other departments/units across UBC. The vision for the ISC is to provide integrated services that create an enriched user experience for UBC faculty, staff and students.The Workday Support Specialist provides front-line support and consultation for the UBC community, ensuring that UBC stakeholders are effectively enabled. The support analyst provides technical advice and support to end-users/customers by analyzing, troubleshooting, diagnosing and applying appropriate solutions to help resolve issues.• Supported over 17,000+ stakeholders in the migration to Workday and provided continuous support and solutions regarding Workday inquiries• Developed training and onboarding manuals, updated internal knowledge database, and mentored new hires• Led the foundation data model project, collaborating with our Workday Finance Team to ensure a proper timeline for worktag creation• Tracked system-wide outages and flagged potential bugs and issues by reporting to product and development teams and followed-up on resolutions• Consulted with stakeholders to find ways to improve end-user experience by finding gaps in knowledge and updating the knowledge base to be more user-friendly• Tested new features and integrations in sandbox environment and provided feedback prior to pushing live

The Scheduling Coordinator is responsible for creating and implementing a functional timetable for all of SFU's year-round courses, ensuring capacity, room requirements, and scheduling patterns are met. Negotiation is a skill required in order to fulfill all requests. They are also responsible for testing potential new scheduling software and continuously testing updates and features in test environments prior to launch. The Scheduling Coordinator also acts as a manager, hiring and training invigilators during exam periods. • Scheduled all in person and online courses: responsible for assigning classrooms to more than a 1000+ courses for Fall/Spring semesters and 500+ courses for Summer semesters• Developed training and orientation materials for student proctors: hired, trained, and educated in preparation for invigilating final exams• Ran and tested simulations and features, created reports, and processed system actions in Enterprise, Timetabler, Tableau, Exam Scheduler and PeopleSoft (SIMS)• Created and updated our Scheduling Department’s training materials: utilized for training department advisors and new hires on SFU’s scheduling processes and systems

The Customer Success team is responsible for maintaining an expert-level knowledge of Clio's SaaS products which receive frequent updates and changes to be the leader in the industry. A Success Trainer has mastered the art of customer experience to deliver on customer training sessions and account setup in Clio’s suite of products post-sale. They are also troubleshooting experts, and a consummate people person with deep empathy for ensuring that the employees and customers needs exceed expectations. • Conducted strategy and training sessions to ensure customers are onboarded in a manner that sets them up for success in adopting Clio’s suite of products• Configured and successfully managed multiple client accounts at a time with strict execution of associated tasks and deadlines• Maintained confidence, articulation, and sensitive to the needs of customers and internal partners• Contributed regularly to our customer-facing knowledge base [Help Center]• Ran daily webinars to teach our client base on Clio’s products and modified the webinars to be updated and maintain relevance• Worked with CSV and SQL databases and transforming it to fit a desired format• Performed data transformations and imports from various sources into the Clio products• Worked closely with Sales to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible• Partnered with other members of Clio’s internal departments to develop processes around the design, development, and testing of our products to further enhance the customer experience• Gained a deep understanding and stayed up to date with Clio’s products and common workflows

Our SEM team is a key component of our B2C service delivery to our clients. Our Google-certified specialists have our clients’ interest at heart and ensure every campaign is a success. • Defined, built, and managed high performance online paid search campaigns in-line with client's KPIs through Google and Bing.• Served as a search engine marketing subject matter expert and educational resource for both client and internal sales force.• Ensured optimal performance of a high spend multi-industry client portfolio using Acquisio, Marchex, Google Keyword Planner, Google Tag Manager, and AdWords Editor. • Closely observed online marketing trends and market behavior and stay abreast of new products and best practices. • Established regular communication with sales team to understand their commitments, top customer needs and industry trends to provide the team and customer with the best service and support. • Managed the fulfillment and optimization of campaigns in line with the customer's requirements, expectations and increased return on investment (ROI).• Provided campaign performance reports to the customer and the account executive on the delivery of the campaign.

The Account Manager is the primary liaison between the client, sales team, and production team throughout the organization. They are critical to creating and maintaining a positive end-to-end experience and this position plays an integral role ensuring the flawless delivery, accuracy and quality of the results. It is their responsibility to minimize risk and issues, maintain the optimal performance of the investment, and identify opportunities for incremental success.•Monitor campaign performance through analytics and program reporting on an ongoing basis.•Ongoing communication with customers and sales to build relationships, respond to inquiries regarding product performance, and develop future opportunities to deliver strategic recommendations. •Manage product fulfillment by connecting with sales, customers and product teams prior to product launch in order to gather all necessary content, align on objectives, and set timing expectations to ensure the finest product delivery. •Coordinate customer and sales check-ins periodically to address questions and concerns.•Investigate and problem solve while proactively ensuring delivery of optimal results and customer satisfaction. •Contribute towards company-wide continuous improvement initiatives

The Multimedia Content Agent is responsible for both inbound and outbound call traffic for website fulfillment and support. •Liaised with clients to conduct telephone interviews with the following objectives: gathered business information, developed marketing solutions, and established various content strategies in order to create a website that follows best practice•Conducted reviews with clients to gather website feedback and overall commentary prior to publication•Established appointments with clients for website consultations and photo and video shoots•Provided innbound support for Yellow Pages clientele for website changes, email support, and various domain name transfers•Exposed to a multitude of software including: Merchant Content Tool, Salesforce, Customer First, Request Tracker, and Openspace•Provided clients with information on SEO/SEM techniques and other best online search practices•Developed a proficient knowledge base of web domains, emails, and domain name transfer policies and processes

The Copywriting Specialist writes a compelling copy that can help Yellow Pages advertisers prosper in the digital market.•Gathered relevant content for websites and other online products by researching advertisers or using customer-supplied material•Created engaging, SEO-friendly copy, respecting YP guidelines•Organized content and determined easy-to-navigate structures of multi-page websites•Reflected the best practices for writing effective websites

Assignment Administrators are the backbone of the Sales Teams at Yellow Pages. They redistribute accounts based on amount spent at cycles throughout the year to ensure each team is allocated a balanced advertising portfolio. •Ensured the accuracy of reassignment requests from various channels and Managers in accordance with strict procedures and policies•Controlled accounts together adhering to strict guidelines and ensuring the proper Media Account Consultant retains the account•Utilized Excel to process large reassignment requests and to analyze reports from Sales Support•Processed cases in SalesForce, managed data in DSMP, and researched account information through Customer First

•Managed CaseWare files: created, maintained, and submitted CaseWares for lockdown processing•Filed electronic copies of tax returns and extensions•Ensured all engagements with clients were risk compliant: maintained Sentinel approval requests, Client Acceptances, Tax Engagement Acceptances, and engagement letters•Processed and delivered tax forms to clients, ensuring immaculate presentation and updated our Integrated Business Systems (SAP software)

•Delivered ESL lessons to Japanese middle school students•Responsible for the well-being of students on site and on their excursions, exploring the theme of sustainability•Led activities and excursions for Brazilian, Russian, and Taiwanese students

•Sorted boxes and shipments in a fast-paced environment•Transmitted data over company developed software•Specialized in sorting and organizing Bench shipments and in providing excellent customer service

•Monitored test takers, adhering to strict policies in accordance to the IELTS procedures•Marked the English exams, following a strict guideline•Paid attention to detail to achieve high accuracy in marking

•Administered tests to determine language proficiency of students•Prepared instructional objectives and lesson plans for classes of 18–20 adults from a wide range of language backgrounds•Monitored and recorded student progress on a regular basis to ensure performance improvement

•Provided customer service and acted as a liaison for the City of Burnaby and club members•Handled cash, credit, and cheques•Resolved customer complaints in a timely and professional manner•Responded to inquiries and concerns over the telephone

•Adapted to a new culture and language setting•Cared for the welfare and education of elementary school students•Prepared lesson plans and activities with educational books and materials for English lessons•Monitored classes of 6–20 students from a wide range of ages