Roger Sum Email & Phone Number

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

- Refined the new hire training program that saw a 50% decrease in ramp up time- Instituted a more balanced team schedule that improved performance, and overall team morale- Responded to and solved 7,000+ customer cases with a 98.35% customer satisfaction (CSAT) rating in 2021- Leads, trains, and mentors 7 direct and 2 indirect reports to support a variety of software products through team meetings, 1 on 1s, and performance reviews- Collaborates cross functionally with client success, sales, and product and engineering teams by acting as a liaison using clear and digestable communication to share feedback and improve the customer experience- Achieves an average team CSAT rating of over 98% month-over-month- Analyzes help center data to maintain and develop documentation that equips the team to guide customers to self-service - Completes 5-10 customer projects a month with varying complexities and competing deadlines on time and by managing expectations resulting in 100% customer satisfaction

- Created, edited and launched 25 new software training videos for external stakeholders using OBS and Adobe Premiere Pro- Manually migrated 300+ help articles from a previous knowledge base system to another simultaneous reviewing articles, eliminating redundancy and creating new training documentation.- Improved internal process documentation and facilitated shared learning sessions with cross-functional teams- Top individual contributor month over month solving out at least 600 cases per month- Leader in knowledge transfer and process sharing after acquisition- Able to adopt and learn new processes and technologies rapidly

Vancouver, Bc, Canada

- Provided exceptional support to customers by responding immediately (< 1 hour) to e-mail, telephone, or live chat support requests - Problem solved a variety of complex issues, typically < 24 hrs and ensured customers were always informed on the progress made- Managed event registration form projects by gathering scope and details, communicating and managing expectations, and handling competing deadlines- Followed up with current customers to gauge happiness to upsell future projects; As a result, provided quotes for services, added billing items etc.- Created help articles to teach best practices- Provided general office support including invoicing, processing refunds, conducting internet research and sales and marketing support- QA new features and bug fixes before they are released

Vancouver, Bc, Canada

- Create and schedule original and engaging posts for Twitter, Facebook, and Linkedin using Hootsuite.- Identify and engage with industry leaders with the goal of attaining clients/customers. - Create blog posts to provide relevant information for events industry community. - Create and send e-newsletters and e-blasts to clients and events industry professionals- Use Google Analytics to identify trends and gather information to help shape and focus future social media campaigns as well as review the effectiveness of current campaigns.

North Vancouver, Bc, Canada

- Planned events for new and returning international students. - Developed a Mentorship Program that matched current Capilano University students with new international students to build and foster community between new international students and the whole Capilano U student body. - Managed over 40 student mentors/volunteers to coordinate events such as campus tours, new student orientation, International Education week, Pumpkin Carving, and the annual Christmas Party. - Liaised with high schools, language centres, and international education agencies to aide in the recruitment of international students.

Vancouver, Bc, Canada

- Consistently achieved operational excellence on secret shopper and customer feedback scores. - Executed store operations as well as managed duties and breaks of shift team. - Followed all cash management and cash register policies and ensured proper cash management practices are followed. - Delivered legendary customer service to all customers by acting with a customer comes first attitude and connecting with the customer. - Led by example in providing a positive work environment.