Teresa Lam Email & Phone Number

Toronto, Ontario, Canada

• Managed and developed a high-performing sales team of 8 employees, utilizing agile methodologies to drive unparalleled customer success and retention.• Led training and development initiatives, elevating 8 new hires to deliver exceptional customer service and satisfaction.• Executed dynamic staff leadership, driving customer satisfaction excellence through unwavering engagement.

Toronto, Canada Area

Waterloo, Ontario, Canada

Managed technical operations and provided customer service support to faculty, staff, and 1000+ students, ensuring compliance and customer retention.• Utilized data analysis to conduct a marketing research project resulting in a 200% increase in student insights, facilitating actionable improvements to the student experience.• Developed and delivered captivating teaching techniques to ensure lasting client knowledge retention, contributing to cross-func- tional collaboration and agile workflow.• Executed software updates and oversight for 1000+ faculty assets, demonstrating strong account management and documentation skills.• Contributed to transformative marketing research project, empowering actionable enhancements to the student experience and facilitating customer success.

Markham, Ontario, Canada

• Managed customer accounts, utilizing agile methodologies to drive customer retention and success.• Collaborated cross-functionally to analyze peer feedback, leading to the development of customer-centric solutions and workflowimprovements.• Provided comprehensive training and documentation to support customer success and enhance the Apple ecosystem experience.• Utilized strong communication skills to foster trust and long-term customer relationships, contributing to increased customerretention.

Waterloo, Ontario, Canada

• Developed and implemented comprehensive WCMS training programs, increasing platform proficiency for over 3,000 employees, thus enhancing customer retention and success.• Utilized agile methodology to orchestrate course development, ensuring top-tier content delivery and cross-functional collaboration across departments.• Conducted research on adult learning principles to optimize online course development, enhancing training effectiveness and workflow efficiency.

Toronto, Ontario, Canada

• Managed and resolved 500+ client support service tickets, demonstrating strong customer service and problem-solving skills.• Improved user experience (UX) of the training site, benefiting internal employees and external vendors, contributing to customerretention and satisfaction.• Redesigned training content with cutting-edge information, incorporating the latest feature releases, and enhancing the curriculum,positively impacting training and development.• Collaborated with cross-functional DevOps team, facilitating QA testing, delivering valuable feedback to enhance system workflow, and contributing to agile development practices.

Gatineau, Quebec

• Revamped information management infrastructure to ensure strict compliance with regulatory standards.• Crafted compelling Microsoft Office productivity suite educational presentations for seamless remote work during the pandemic, utilizing digital channels such as Zoom, WebEx, and MS Teams, enhancing user experience and facilitating training.• Enhanced the UX of landing web pages for over 10 teams, fostering seamless cross-team interaction, and supporting customer retention and customer service.• Strategically advised teams on information management, architecting robust infrastructures to fuel exponential growth aligned with team-specific business needs, contributing to department productivity.

Bachelor'S Degree, Sociology And Business

Education record