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.
• 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