Tammy C. Email & Phone Number

Toronto, Ontario, Canada

Waterloo, Ontario, Canada

The primary focus of this role is to act as a customer advocate and establish trusted, long-term relationships with my portfolio of BlackBerry accounts. To do this, I focus on the customer journey and overall experience as a whole, ensuring that our most strategic customers gained maximum value and met key business objectives with their BlackBerry Cybersecurity solutions. By learning their business objectives, goals and their success metrics, I helped developed and facilitate success plans to assist in enabling them to achieve their milestones . In tandem, I looked to uncover growth opportunities for our sales executives and collaborate with the necessary teams to address (and remove) any friction points and blockers.

Waterloo, Ontario, Canada

Program and relationship manager for OpenText Cloud Managed Services accounts. As a CSM I acted as a trusted advisor and partner to understand the customers’ business and strategy as it related to their OpenText product portfolio. I focused on operational health, customer satisfaction and ensured that the customer received maximum ROI of their Cloud Managed Services investment.

Waterloo

Manage critical escalations by engaging cross-functional teams and executive level support to establish and execute resolution / get-well action plans all while improving the customer experience with OpenText.

As a Customer Success Manager, my primary focus was always, the customer experience. My goal is to ensure that our most strategic customers gain maximum value and meet key business objectives with OpenText solutions. By advocating for the customer internally and enabling the achievement of their long-term goals, I am able to build, loyal, trusted partnerships, steering them toward success.

Paris, On

Under the supervision and direction of the Executive Director, I supported the delivery of an effective communication strategy including maintenance of website content, creation of engaging, relevant material for social media platforms, assisted in the creation and delivery of promotional material and other communication material, represented Five Oaks at a variety of community events and participated in speaking engagements to raise the profile of the organization.Provided support the the Executive Director and Senior Managers with a variety of administrative responsibilities including maintaining statistics, researching and compiling information, completing reports, coordinating meetings and a variety of activities, supporting both hosting and program administrative responsibilities, as required, searching and writing grant proposals, supporting the IT strategy, supporting emerging priorities and projects.Supported the Executive Director with off-grid redevelopment work including working with a variety of consultants and third party professionals to implement the redevelopment vision by taking minutes, creating reports, analyzing data and completing a variety of administrative responsibilities.

Kitchener, Canada Area

Defined the customer care strategy for this technology startup company and lead a team of customer care and technical support specialists. Created a robust online support page with knowledge base articles and offered email support to an audience of tens of thousands of customers.Defined the customer care strategy, quality measurement policies (KPI's, NPS scores), the warranty and return policies; taking ownership for the customer support experience from beginning to end.Collaborated with hardware and software teams to develop support articles, educating our customers on our newly launched product. Managed a team of technical and customer support representatives

Planned and facilitated Executive Sponsor Program and all senior executive engagements with key enterprise accounts. Managed ongoing relationships between executives and 60+ enterprise accounts.• Collaborated with Sales & Support account managers, establishing and maintaining relationships with key customers, ensuring account needs were met.• Managed Executive Briefing Days, full day meetings with customized agendas, addressing specific mobility strategies and rebuilding customer relationships.• Supported strategic partnerships between BlackBerry executives and key account decision makers by encouraging frequent discussions and face-to-face meetings, nurturing trusted partnerships.• Planned meaningful executive engagements, demonstrating that BlackBerry listened to customers and improving corporate image, by supplying executives with detailed account information, including challenges and opportunities, ensuring satisfactory meeting outcomes.

Accountable for Customer Complaint Resolution.• Contributed in development and execution of Customer Complaint Resolution process, improving customer satisfaction with efficient and effective high-touch service.• Coordinated timely resolution of complaints and facilitated recovery discussions between SMEs, vendors, and customers. Managed high profile cases, including celebrities and personal damage claims involving BlackBerry legal support, improving customer retention and decreasing negative customer experiences reaching media level.• Assisted in formulating recommendations on moderate to complex service issues and provided written and verbal communication for associates, customers, relationship managers, and senior leaders, decreasing repeat complaints for repeat service related issues.

Facilitated BlackBerry Enterprise Service software in R&D environment.• Provided technical support for Software Development Lab and infrastructure, enabling production of BES software for specific countries, including languages, email and operating system platforms, and server hardware specifications.• Accountable for hardware and operating system provisioning, support, and maintenance, based on individual tester and development requirements, resulting in efficient laboratory facility housing 1000+ test servers with individual specific configurations and infrastructure.