Robyn Lee Email & Phone Number

Calgary, AB, CA

• Support projects and programs to create a consistent and cohesive digital first customer experience that addresses customer value via self-serve content
• Collaborate with internal teams on optimizing customer success operations and M&A integration
• Ongoing maintenance and optimization of the myOneTrust community and knowledge base
• Worked with CS Management to segment the Customer Success and Implement Consultant team to be scalable post-acquisition
• Supported communication campaigns for post-acquisition changes, including product rebranding, community updates and support migration Key Projects/Achievements:
• Lead the implementation and design of the Knowledge-Centered Services knowledge management methodology for OneTrust Support

Calgary, Alberta, Canada

• In addition to managing my book of business, I was a leader for building operational excellence in Customer Success, focusing on internal processes and resources so CSMs were enabled to deliver value and increase.
• Ongoing optimization of customer success processes: risk tracking, NPS, CSAT, lifecycle playbooks
• Lead Customer Success and Onboarding enablement
• CRM Administration (Gainsight): designing reports and dashboards to support KPIs, managing playbooks and email templates
• Co-created and launched a structured onboarding plan for the Customer Success team; received very positive feedback from new hires and provided the foundation for other teams to develop internal onboarding
• Co-developed the Client Services Confluence center to maintain internal processes; Created article guidelines to standardize formatting

• As one of the first Customer Success Managers in a startup, I designed the post-sale customer journey and created strategic resources to support team and client enablement. I onboarded and worked closely with clients.
• Key member in building a new Customer Success team for a startup: Designed and implemented the post-sale customer experience, including onboarding and customer success interactions and processes
• Quality onboarding and continued success planning to portfolio of 100+ new and existing clients, including Enterprise
• Orchestrated the Tugboat Logic’s Essentials customer journey
• Authored various resources to support internal training and client enablement: customer journey email templates, SOC2 Compliance 101 guide, Kick off guides, Framework comparison chart
• Upkeep client records in CRM, including risk tracking, feature requests and health score

Calgary, Canada Area

• As a Client Success Manager, I established trusted relationships with a portfolio of enterprise clients, and maintained a strong understanding of their unique needs to help them achieve their learning and development.
• Consistent Top performer with exceeding KPIs (lead gen, NPS, churn management, business reviews, CRM integrity etc.)
• Facilitated webinars ad hoc and for Virtual Client Summit 2020
• Mentored new Client Success Managers during internal onboarding
• Managed a portfolio of clients through each stage of the life cycle, post on-boarding
• Provide a customized Client Experience through personalized training, consultation, best-practice implementation

Calgary, Canada Area

• I established and maintained strong and trusting relationships with (Small-Medium) Business owners, managers, and/or IT decision makers, and provided a consultative sales approach on how Shaw's suite of business.
• Top monthly sales achieved in SMB Consultant history, 422% monthly quota, December 2017
• Identified and analyzed client business requirements to provide solutions on optimizing business operations with Shaw's full suite of voice, data and internet products
• Designed and implemented sales and marketing strategies, optimizing market potential in multiple business locations

Calgary, Canada Area

• A leadership role responsible for business operations and sales enablement for two new B2B sales teams, targeting the SOHO (Small-Office/Home-Office) market. This role was a rewarding challenge in my career, as I.
• Managed multiple ongoing projects: prepared product and process launches, implemented training for national sales teams, created strategies for national sales initiatives, provided business analysis and recommendations.
• Real time Support for B2B Sales teams on product knowledge, sales acumen, solutions engineering and implementation
• Maintained the internal reference platform; wrote and edited pages pertaining to sales and administrative processes, product knowledge, policies and regulations, sales acumen, CRM navigation
• Team Onboarding: Provided training and coaching to new hires, Assisted Supervisors with recruitment and interviewing process
• Facilitated weekly meetings, focused on team updates, sales acumen, product knowledge and process improvement

Calgary, Canada Area

• I built relationships with Business clients and internal stakeholders to ensure proper function of day to day operations, with a focus on the post-sale customer experience. Change management advocate for many new.
• Customer Success Manager for Managed Enterprise and VIP accounts
• Phone and E-mail customer support for Small-Medium businesses
• Supported Sales, Enterprise and Managed Services and Project Management teams on post-sale administration
• Resolved client escalations on behalf of Management
• Onboarding and mentorship of new hires

Calgary, Canada Area

• I created internal materials and lead several projects that improved sales quota, team enablement, customer retention and supported business growth. I was a SME for all consumer services, acting as the bridge that.
• Designed training documents and reference materials to support national initiatives; material directly correlated to improved sales quota and process efficiency across the team
• Held top sales and customer satisfaction scores for 24 consecutive months
• Co-facilitated in-class training and provided mentorship for new hires
• Assisted Leadership with various sales projects and initiatives to drive revenue
• Provided solution support to internal consumer teams with coax and satellite products and procedures, including sales, billing and technical support

Vancouver, Canada Area

• In my first role at Shaw Communications, I grew to become a SME for the consumer coaxial services, while adhering to the Shaw Values and focused on delivering a white glove experience.
• Assisted inbound customers regarding billing, sales and minor technical support
• Call coaching for new hires
• Monitored team adherence and productivity with IEX TotalView and reported trends to Leadership
• Supported Leadership Teams with providing Real-time enablement to agents and resolving client escalations

Richmond, BC

• As a key member for an eCommerce startup, I built and documented standards and procedures, and managed several websites for a furniture retailer.
• Handled customer service and sales inquiries for new accounts
• Created training module, website guidelines and procedures
• Wrote out product descriptions, website policies and information pages
• Handled sales and client inquiries, including consultations with interior designers
• Coordinated purchasing and inventory management

Richmond, BC

• Starting off in customer service, my responsibilities grew to assist Management in overseeing procedures and customer service quality in a call center for ecommerce pharmaceuticals.
• Handled customer service and sales inquiries for new accounts
• Resolved patient escalations on behalf of Leadership
• Call Quality Assurance
• Prescription and order auditing
• Assisted Management with screening applicants, conducted phone interviews

Richmond, BC