• Managed and retained SMB 50-55 clients• Maintained 96% personal SMB client retention• Expansion MRR of 30% for 8% of personal SMB clients• Converted 8% of personal SMB to Mid-Market solution• Generated several referral clients and multiple positive client reviews

• Assisted in reducing churn by 10% for a key product• Developed and redesigned SOP for account collection and account follow up processes• Maintained and exceeded KPI measurements involving refunds, cancellations and failed payments• Hosted weekly status meetings as well as ad hoc meetings, to triage and ensure projects were on track• Responded to incoming tickets and solved Tier 2/3 escalated issues.

• Design test plans ensuring all potential user interaction cases are tested• Run multiple tests with the application to mimic all types of user interaction• Maintain and manage database of software defects • Generate historical analysis of test results• Ran defect triage meetings designating priority and severity• Assist in feasibility and UI enhancements

• Established and maintained relationships with key senior leaders of several clients• Hosted bi weekly status meetings as well as ad hoc meetings as needed to ensure major client defects were being scoped and groomed• Ran defect triage meetings designating priority and severity• Worked cross functionally among several teams• Established new roll out procedures to ensure less software defects for end users• Lead software tester for stability and enhancement• Continued to assist in software support as needed

• Provided predominantly Tier 2 support while assisting in Tier 1 support when required• Assisted in rollouts of application enhancements for clients• Ran weekly calls with key clients to diagnose and resolve software issues and record feature requests• Assisted in establishing vendor liaisons to diagnose software issues for clients • Assisted in development triage process determining whether issues were bugs or feature requests• Worked in tandem with the development team to escalate bugs and perform QA testing• Assisted in troubleshooting and implementing POS systems, Phone systems and Global Distribution Systems• Performed brief software training internally and for clients

• Provided Tier 1 technical and customer support with occasional Tier 2 analysis forin house proprietary hotel property management software• Made complex technology simple for clients to understand• Consistently provided over 90% NPS on Salesforce surveys• Within 60 days from start date, became technical support liaison for 2 major clients• Within 30 days from start date, became support for Zopim chat pilot project• Consistently resolved 300+ Salesforce support tickets per month• Received inbound calls and placed outbound calls to setup remote desktop connectionsidentify and solve issues

• Provided Tier 1 technical and customer support with occasional Tier 2 analysis forin house proprietary project management software• Consistently provided over 90% NPS on Zendesk tickets• Placed outbound calls and setup remote desktop connections to identify and solve issues• Within the first month, released a fix pack for a new feature for multiple clients• Worked in tandem with the development team to investigate and resolve environment,platform and user experience issues• Performed QA testing, patches and bug fixes internally and externally on multipleplatform and environments• Provided SaaS licensing and updates to clients• Helped install and establish SaaS customer portals• Helped establish the FAQ of knowledge base• Used Virtualbox to perform test on other environments• Performed brief training and follow up documentation• Provided English and French support

• Learnt SAP inventory system• Engaged with in house propriety inventory and sales software• Constantly learned new policies and procedures• Helped perform cycle counts with minimal recounts required• Maintained a high level of consistency and accountability based on performance• Most product deliveries to customers within a 1 year period• Managed exclusive agreements with UPS, Fedex, Purolator• Assisted in inventory posting and auditing

• Helped achieve scores of 99.15%, 99.23%, 99.79% and 99.39% on a scale of 100% fora physical inventory count• Learnt SAP inventory system• Engaged with in house propriety inventory and sales software• Constantly learned new policies and procedures• Helped perform cycle counts with minimal recounts required• Maintained a high level of consistency and accountability based on performance• Most product deliveries to customers within a 1 year period• Managed exclusive agreements with UPS, Fedex, Purolator• Assisted in inventory posting and auditing