Queenie Walsh Email & Phone Number

Calgary, Ab, Ca

Flywire (Nasdaq: FLYW) is a global payments enablement and software company. Flywire combines its proprietary global payments network, next-gen payments platform and vertical-specific software to deliver the most important and complex payments for clients and their customers. Flywire leverages its vertical-specific software and payments technology to deeply embed within the existing A/R workflows for its clients across the education, healthcare and travel vertical markets, as well as in key B2B industries. Flywire also integrates with leading ERP systems, so organizations can optimize the payment experience for their customers while eliminating operational challenges.

Helping middle class families level up their financial literacy game and create generational wealth.

• Resolved escalated customer issues through phone and live chats, improving customer satisfaction by 25%. • Monitored and responded to hotline and online platforms, reducing response time for ticket buyers and organizers by 40%. • Executed proactive training and troubleshooting to clients, expediting solutions and enhancing client experience by 30%. • Optimized Zendesk for best practices, resulting in a 20% increase in support resource efficiency. • Coordinated with unmanaged clients on payouts, refunds, and event setup, ensuring 100% accuracy in financial transactions. • Provided feedback to improve products and services, contributing to a 15% improvement in site usability and overall service level. • Maintained and updated the support handbook in Coda, reducing information retrieval time for staff by 10%. • Trained new Customer Support Specialists, improving team productivity by 20%. • Managed and contributed to team projects, achieving assigned goals on time and within budget.

• Led onboarding and implementation for Shopify, BigCommerce, and headless platforms, reducing launch times for clients by 35%. • Created a video repository for troubleshooting FAQs, enhancing customer support and being preferred by 30% more customers over traditional help articles. • Managed a support team as the first line of defense, decreasing escalated customer case resolution time by 25%. • Trained and mentored new team members, increasing both customer support and customer success teams' efficiency by 15%.

• Increased customer adoption and upsold/cross-sold products, generating an additional $5K - $25K per year in gross revenue. • Improved customer satisfaction by mapping and documenting customer health check processes, aligning the approach to customer issues and escalating as needed to prioritize the customer first, resulting in a 20% improvement in onboarding satisfaction. • Introduced and implemented Quarterly Business Reviews (QBRs) to leadership, transitioning from a reactive to proactive engagement with customers, increasing retention during contract renewals by 15%. • Managed customer renewals from outreach to billing, enhancing the renewal process efficiency by 10%. • Acted as the voice for the customer within team meetings, ensuring feedback was heard and considered by product, engineering, and marketing teams, leading to a 10% increase in customer aligned product improvements. • Managed over 70 premium e-commerce customers/brands, overseeing accounts with a dollar value over $100 million on Shopify, maintaining a 98% retention rate.

• Achieved 136% of net new revenue growth in one fiscal year, and an increase of 110% in the second year. • Managed a 28% month-over-month growth in gross revenue during COVID months (Mar-Jun).• Established the Client Success department, increasing the retention rate by 25%. • Developed an onboarding process and documentation for a team of 12. • Led diverse projects in web development, app development, marketing, and sales with a team of 12, plus 5 outsourced developers. • Implemented a referral program that resulted in a 25% increase in referral partners. • Optimized operational processes for efficiency, closing $9,000 in billables within a week, two months after implementation. • Ensured steady progress on 30 ongoing projects, maintaining seamless delivery. • Created a new client relations mediation process, boosting customer satisfaction by 30%.

• Implemented agile methodologies, clearing the entire fulfillment backlog in less than 30 days, and decreased external project delays by 25%. • Developed and Implemented systems that prevented backlog and increased productivity by 45%, optimizing workflows to close $9,000 in billables within a week, two months after implementation. • Incorporated neurodiversity processes, facilitating the development of new systems for fulfillment, enabling team members to work in their style and accomplish more, resulting in a 30% increase in productivity.

Calgary, Canada Area

• Create and optimized workflow automations, reducing manual labour by 60% in managing new leads and follow-up. • Mapped and improved CRM processes with Pipedrive and ActiveDEMAND, enhancing efficiency in lead management • Co-led the adoption and optimize of a new CRM (Pipedrive, then later HubSpot), including the creation of email templates using CSS & HTML• Identified and implemented opportunities in the sales funnel, resulting in a 25% increase in lead engagement and link clicks• Collaborated with senior management to align sales and marketing strategies, defining buyer personas and improving the user flow within the sales cycle and the client onboarding journey • Provided feedback to improve products and services, contributing to a 15% improvement in site usability and overall service level.

Bridging the gap between artists and the business realm. My process "Clarity --> Focus --> Efficiency --> Results"Soul Vibe defines your "why", taking your social message and turning it into a product/service. Creating a sustainable business model & niche for the entrepreneur artist & social change makers. Building an authentic connection with each individual to understand their core values and the philosophy behind their business. We focus your ideas & visions to create clarity, work with you to map out logistics & strategizing immediate next steps.

- Optimized the events specifications guide and structure, resulted in clarity for the team to view all pertinent event details & more streamlined execution- Created more efficiently by leveraging our online event bookings platform to allow sponsors & guests the luxury of booking their own timeslots, therefore, reducing conflicting bookings- Developed new survey questions to obtain more detailed data on guest experience & lead the initiative to improve their engagement - Designed menu layouts & enhanced guest wine pairing experience (WSET Certified) - Created resources & training materials (training guides, presentations, safety handbooks, and other event related resources)- Created a graphic design for promotional CBCE gifts

- Managed workshop campaigns - Content creation for social media posts - Created plans for new ideas which included all logistics down to the daily tactical items - Created new incentives to increase registration & sales - choreographed and taught dance workshops in partnership with Warner Bros Canada

Calgary, Canada Area

- Lead event planning and management for the purpose of building current and new client relationships- Created a critical path and an events specifications guide to organize and provide direction for each event, provided budget and cost projections- Assisted in the development of marketing materials (website design/layout, brochures, business cards)- Operational support for the team, day to day activities (account opening documentations, client meeting preparation materials, provide daily reports, file and organize client documents through Salesforce)

Bachelor Of Commerce - Bcom, Finance Major

Canadian Securities Course

Social Entrepreneurship

Marketing Certification

Level 2 Award In Wines & Spirits

Level 1 Award In Wines & Spirits

Business Professional Diploma