Sam Soles Email & Phone Number

Montreal, QC, CA

• Launched over 200 employers and strategic partnerships by implementing personalized virtual healthcare programs based on the group’s needs.
• Develop clear communications to promote and drive program adoption, including video demos, info packages, posters, and social media posts.
• Scale account management strategies to meet increased demand for virtual healthcare with a 600% increase in operations in response to the COVID-19 pandemic.
• Deliver custom reports with valuable KPIs to visualize program success.
• Created a virtual onboarding schedule and training decks to facilitate onboarding new hires remotely.

• Fully remote role with a Canadian telemedicine startup working simultaneously across multiple channels, advocating for users, and developing a foundational customer success strategy to meet current and future needs and.
• Provide personalized and empathetic customer support through live chat and email to prospective and current users while maintaining a median first response time of under 1 minute and participating in an average of 100.
• Specializing as the Business Development liaison through leading employee group webinars, training team members on new business partnerships, and responding directly to partner questions and issues.
• Identifying technical issues and areas for improvement in the user experience on the app or website and working with Product Development to test and implement solutions.

West Brome, Quebec

• Support the Dispatch Division by using Link Dispatch software to create 150 work orders per week; use Geotab navigation software to dispatch drivers electronically; and coordinate with shipping and receiving companies.
• Assess and negotiate key business accounts resulting in a total savings to date of $1000/month in fees.
• Clear outgoing loads through assigned customs broker and submit details in the US Customs and Border Protection online Ace Manifest portal.
• Organized all employee and equipment documents and reviewed safety and health standards for insurance and security inspections in 2018.
• Completed the Customs Trade Partnership Against Terrorism (CTPAT) 2018 annual security profile review to maintain certification.

Montreal, Canada Area

• Promoted to a supervisor role within 2 years in Enrolment Services for handling incoming inquiries to Undergraduate and Graduate Admissions, Student Accounts, and Student Records.
• Led the Student Exchanges program by executing the recruitment, applications, admissions, and registration of 800 outgoing and 700 incoming exchange students per academic year.
• Selected to head the department when senior management were unavailable by supervising staff, approving schedule changes, handling escalated cases in person or by phone, and training new employees.

• Effectively communicated University policies and procedures in person, over the phone in a call center environment, and by email with regards to admissions, registration, student accounts, student records, and legal.
• Managed graduate and undergraduate students’ online accounts by making updates, correcting errors, and troubleshooting technical issues.
• Advised students on past, current, and future tuition and fee charges; informed on available payment methods; tracked incoming payments; and approved adjustments and refunds.
• Oversaw the official Facebook page for McGill Admissions including creating and posting content, responding to questions and comments, and monitoring for inappropriate or sensitive information.
• Reviewed and processed legal documentation and coded status updates related to International, Canadian, and Quebec residency per the regulations set by the Quebec Ministry of Education.
• Issued transcripts, ID cards and International Health Insurance cards to current students.

Montreal, Canada Area

• Selected to work on the planning committee of a summer school program hosting a group of international graduate students and faculty across 3 Quebec university campuses.
• Managed the recruitment, application, and admissions process for 55 participants from 12 universities and 8 countries.
• Primary contact for program participants and responsible for advising on program details, tuition payments, funding and grant applications, and travel arrangements.
• Transitioned the organization’s responsibilities to the succeeding ICRPS team based at the University of Bologna, Italy

Montreal, Canada Area

• Primary course supervisor and contact for 40 students of an online Sociology elective course.
• Graded and provided feedback on all assignments and was continually available by email for students’ questions and issues as well as identify and follow up with plagiarism issues.
• Available in an online forum for weekly office hours to all enrolled students.
• Supervised and graded in-class final exam.
• Approved final course grades for students.

Montreal, Canada Area

• Supervised new university students as well as those about to graduate in 2 statistics courses.
• Graded students’ written assignments, midterm exams and final exams.
• Reviewed and finalized all assignment instructions and guidelines.
• Assisted in lab workshops and created instructive documents for students on statistical techniques and the use of SPSS.
• Held office hours to assist students in understanding concepts presented in class as well as provided feedback on assignment content and grading strategy.
• Presented class lectures and gave individual assistance to students in the event of the professor's absence.

Montreal, Canada Area

• Promoted from the sales floor after 1 year of employment to become responsible for all cashiers and transactions conducted on 11 registers on 3 separate sales floors.
• Awarded with several managerial duties such as supervising the sales floors, assisting in interviews and performing reference checks.
• Managed and mitigated customer complaints related to payment and purchase.
• Trained new employees.
• Responsible for counting and locking up the day’s profit.

Master'S Degree, Sociology

Activities and Societies: Sociology and Anthropology Graduate Students Association, Vice President (Sept. 2011-May 2012) Completed a.

Bachelor'S Degree, Sociology (Honours)

Activities and Societies: Member of the Golden Key International Honour Society Completed a Bachelor of Arts degree in Sociology (Honours).