Liam Van Egmond Email & Phone Number

Pointe-Claire, QC, CA

Montreal, Quebec, Canada

• Responded to and resolved priority 1 incidents on-shift and on-call pertaining to security of stakeholders and always-online platform, including safety incidents, platform outages, scheduling surges, and urgent.
• Created and maintained the Student Health & Safety Salesforce Emergency Contact Registry, and led cross-functional management of the biannual emergency contact audit of partnered districts & schools. Conducted.
• Coordinated with key & core account contacts to negotiate and agree upon contract safety procedures.
• Served as primary contact and reporting liaison for child abuse, abduction, and endangerment issues with state-level Child Protective Services and the National Center for Missing and Exploited Children.
• Regularly updated senior leadership on safety performance metrics, providing insights and recommendations to enhance user protection.
• Conducted weekly scheduling standups to ensure operational alignment with the Scheduling department, anticipating demand-to-service needs and resolving potential blockers of service delivery.

Montreal, Quebec, Canada

• Oversaw operations and service delivery projects throughout whole lifecycle, from conception to completion. Effectively reduced response and execution times for internal processes by upwards of 75%.
• Managed internal infrastructure creation and maintenance, developing a project management pipeline, project prioritisation system, employee timekeeping system, information and announcement radiator, and document.
• Processed and resolved client support tickets through Zendesk and Jira in collaboration with product and customer success teams. Worked cross-functionally to implement requests, leading to the successful onboarding and.
• Worked extensively with product and engineering departments to ensure successful implementation of software and resolution of identified bugs. Throughout collaboration, participated in sprint sessions, representing.
• Attended educational conferences and events to connect with external stakeholders such as educators and schoolboard administrators, successfully generating brand engagement and securing company buy-in.

• Managed tutor scheduling and coordinated shift punctuality with respect to employee attendance policy.
• Coached and guided tutors in refining pedagogical strategies during complex student sessions and essay reviews.
• Developed specialised internal resources for the tutor body in accordance with company styling guidelines.
• Trained and shadowed onboarding Tutor Managers in accordance with the 30/60/90 day plan, and developed internal training resources for onboarding Tutor Managers.

Montreal, Quebec, Canada

• Worked with students in varying grades(K-12) to strengthen and support academic confidence through inquiry-based tutoring approaches, improving analytical and critical thinking skills.
• Reviewed student essays with respect to internal timing guidelines and focus on holistic and mechanical feedback, meeting hourly SLA satisfaction.
• Actively participated in tutor training programs, sharing best practices and continuously refining tutoring techniques to better meet student needs.