Sam Jones Email & Phone Number

Vancouver, British Columbia, Canada

✓ Led a team to resolve all Support-related inquiries across the entire Policy Reporter book of business✓ Helped onboard a brand new Customer Success team✓ Made enhancements to Salesforce ticketing system✓ Team were SMEs on a lot of internal projects✓ Consistently high SLAs - over 95% of cases completed on time and to a high standard✓ Elicited customer feedback through surveys and NPS✓ Used Grasshopper to relay Support calls✓ Used Salesforce to produce data for reporting to senior management on a monthly/quarterly cadence✓ Documented concerns/issues with the team

Vancouver, British Columbia, Canada

✓ Co-led a team responsible for managing and renewing over 60 accounts✓ Onboarded new hires, observed training sessions and gave feedback✓ Spearheaded the implementation of a Salesforce ticketing system to better track and report on client queries✓ Liaised with offshore teams to implement Salesforce systems and fix bugs✓ Created dashboards in Salesforce to analyze and monitor team activity✓ Introduced control reports to spot technical issues and errors in workflow✓ Created internal, centralized training materials/SOPs to be source of truth on workflow✓ Worked with internal teams to get clarification on payer policy coverage language✓ Chased unpaid invoices and worked closely with Finance and Legal✓ Navigated migration issues between Google and Outlook

Vancouver, British Columbia, Canada

✓ Managed and renewed over 40 accounts totaling more than $1.1M in revenue✓ Regularly upsold new features and increased cost at renewal✓ Supported the entire Policy Reporter book of business: Pharma, Diagnostics, Med Device and more✓ Managed a user base of Field Reimbursement Managers and Market Access experts✓ Hosted regular webinar training sessions to coach and onboard new users/clients✓ Responded to client queries by phone and email✓ Worked closely with Sales and Product teams to identify upsell opportunities✓ Regularly liaised with other teams: Finance, Operations, Engineering, Legal✓ Resolved policy tracking and technical issues✓ Maintained accurate Salesforce records✓ Tracked client usage in Splunk✓ Compiled training videos with Camtasia✓ Complied technical documentation and user guides✓ Compiled SOWs/contracts and responsible for getting signed at both ends✓ Lead Generation

Vancouver, British Columbia, Canada

✓ Transferred funds between client TFSA, RRSP and cash accounts✓ Contributed shares to registered accounts and converted USD to CAD✓ Monitored the team inbox✓ Responded to requests from internal departments and Financial Advisors✓ Set up recurring EFTs for regular contribution clients✓ Fast-paced environment with strict deadlines to meet according to regulatory standards✓ Blackout periods according to tax year datesAviso Wealth is a national, integrated financial services company serving the wealth management needs of virtually all of Canada's credit unions as well as a range of independent financial organizations.

Leeds, England, United Kingdom

✓ Compiled quotations for deferred members approaching retirement age✓ Corresponded with members by phone, email and letter✓ Corresponded with multiple third parties including solicitors, banks and Financial Advisors✓ Involved in the takeover and implementation of new schemes✓ Maintained accurate member records for change of address/bank details/next of kin✓ Met with actuarial teams to compile transfer value quotations ✓ Liaised with internal partners and associates✓ Arranged for the authorization of large bank transfers

Leeds, England, United Kingdom

✓ Ran payroll for all Leeds clients pensions schemes✓ Provided assistance to Pension Admin department✓ Completed change of address/next of kin updates✓ Liaised with a range of internal stakeholders✓ Archived files✓ Scanned pensioner recordsBarnett Waddingham is a leading independent UK professional services consultancy at the forefront of risk, pensions, investment and insurance.

Sheffield, England, United Kingdom

✓ Customer Support for desktop and web-based floor planning applications✓ Hosted online training with Estate Agents and Surveyors✓ Tested new software versions prior to release✓ Used Camtasia to compile training videos✓ Proofread and updated training documentation (technical authorship)✓ Researched and tested competitor applications✓ Courtesy calls to existing clients/post-sales supportProperty Vision harnesses the latest digital technology to help property professionals and home owners meet the challenges of the modern property market.

Littleborough, England, United Kingdom

✓ Restocked shelves with new deliveries✓ Liaised with delivery drivers✓ Handled kiosk and tills ✓ Part-time role whilst studying in college/before beginning university