Tatiana Ng Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Communicates SpacesEDU product knowledge to customers to provide in-depth understanding of features, value and functionality.Builds strong relationships with stakeholders and asks strategic questions to uncover customers’ skills and product knowledge gaps.Guides new customers through onboarding setup, including customized scaffolded training sessions, tutorials, and resources according to business goals and vision.Collaborates with Customer Success Managers to increase the adoption of licensed SpacesEDU features.Boosts customer engagement and deepens learning by developing webinars, workshops, training sessions, videos, manuals, and other resources.Designs self-paced courses to educate new and existing customers and promote the successful implementation of tool in the classroom.Pulls engagement reports and collects feedback from customers to measure the success of training delivery and drive product education improvements.

Toronto, Ontario, Canada

Works with eCommerce business owners to execute web content project requests that meet clients' objectives.Focuses on content and visual design to deliver an optimal digital customer experience on WordPress and Shopify websites.Crafts clear and engaging copy as per branding guidelines.

Toronto, Canada Area

Contributed to student success and retention at Glendon College by providing excellent bilingual service and support from first year onboarding to graduation.Simplified complex Faculty and University rules for students with educational materials, interactive activities and creative solutions throughout the student lifecycle.Provided effective academic advising services to students in relation to course selection, academic status, program requirements, and available support services.Monitored degree progress through adherence to the established University policies. governance and degree requirements.Developed and implement initiatives to promote student self-sufficiency and empower students to achieve their academic goals.Identified and addressed gaps in processes and content catered to domestic and international students.Managed and created web and print informative academic advising content for students.

Toronto, Ontario, Canada

Coordinated the operation of academic advising for new and continuing students in relation to Glendon's various degree and certificate programs.Launched virtual advising services to support group and one-on-one activities and to maintain student retention throughout the pandemic.Reviewed and anticipated potential roadblocks for new processes and technology.Created engaging academic advising resources, presentations, and communication materials.Organized and delivered orientation and advising information to large and small student groups in collaboration with the Student Recruitment and Student Affairs teams.

Toronto, Canada Area

Improved and expanded client relationships within the Canadian Francophone market by leveraging existing knowledge of Francophone culture and post-secondary administration.Supported translation initiatives and ensured quality assurance.Managed Canadian accounts with the delivery and execution of Flywire’s solution to partner schools via online and on-site product demonstrations.Assisted Territory Sales Managers in the execution of marketing strategies and tactics designed to increase new payer growth, improve partner school retention, increase revenue, and identify opportunities for improvement.

Toronto, Canada Area

Provided world-class customer and technical support in English and French to residents and property managers.Managed and monitored customer accounts to ensure full satisfaction and adoption of other account features. Proactively identified problems and contributed ideas to optimize customer retention and/or conversion opportunities. Reviewed and presented UX design to product management and development team to enhance and improve existing services and products. Analyzed key metrics to document and measure the customer experience on Zendesk. Established and re-evaluated both existing and new departmental policies and procedures. Maintained a broad knowledge of products and services and educated current and prospective clients and customers by phone, email, and live chat.Listened attentively to customer needs and concerns; demonstrated empathy and provided solutions through first contact resolution. Advocated for customers by communicating and collaborating with other team members across departments to ensure high quality and timely expedition of customer requests. Translated English text and documents to French across departments.

Toronto, Canada Area

Supported day-to-day services of Glendon's on-campus Welcome Centre operations for prospective students and their families, teachers, guidance counselors, and other support persons.Led one-on-one advising sessions in English and French with prospective students and their families to provide tailored guidance on academic options, application procedures, admission requirements, student life, housing, scholarships, and finances. Acted as a resource person to student ambassadors on predetermined administrative tasks. Coordinated volunteers for special events (e.g. Open Houses). Accurately and expeditiously answered inquiries and provided general and detailed information and status updates in person (advising appointments and walk-ups), by e-mail and phone to academic and student services units, applicants, other educational institutions, and the general public. Identified, recommended, implemented, and delivered best practices in front-line customer service and student services to ensure outstanding service. Proactively positioned Glendon as a top university option in support of student recruitment, admissions, and conversion activities.

Toronto, Canada Area

Toronto, Ontario

Honours International Bachelor Of Arts, Bilingual, French Studies

Technical and Professional Writing courses Certificate of Bilingualism

Continuing Education

Fundamentals of User Experience Design course

International Exchange

Focus on Arts courses, particularly Australian Studies