Weston Ivany Email & Phone Number

Toronto, On, Ca

Toronto, On, Ca

Toronto, Ontario, Ca

• Leading the strategic vision for Uberflip's Technical Support division, prioritizing a customer-centric approach that consistently achieves a CSAT above industry standards.• Advocating the Voice of the Customer across departments to drive product improvements and align support strategies with evolving client needs.• Spearheading cross-functional initiatives to optimize Zendesk workflows, enhancing ticket resolution efficiency and reducing average response times.• Implementing KPI-driven coaching and feedback processes for a high-performing remote team, fostering continuous growth and exceptional service delivery.• Utilizing innovative support documentation strategies to empower customers and reduce inbound support demand, aligning with self-service goals.

Toronto, Ontario, Ca

• Oversaw day-to-day operations for the Technical Support team, consistently meeting or exceeding SLA targets with a CSAT of 95%+, significantly above the SaaS industry average.• Designed and implemented a data-driven support strategy focused on key performance indicators, improving first-contact resolution rates and reducing ticket backlog.• Played a critical role in fostering interdepartmental collaboration, especially with Product and Engineering, to address technical pain points and enhance overall product experience.• Led initiatives to enhance remote team management and cross-departmental communication, ensuring clear expectations, constructive feedback, and goal alignment.

Toronto, Ontario, Ca

• Managed a dedicated team of technical support engineers, emphasizing quality assurance and customer satisfaction, contributing to one of the highest CSAT scores in the industry.• Introduced structured training programs and support documentation best practices, helping team members build technical expertise and streamline onboarding processes.• Actively engaged in relationship building with clients, reinforcing Uberflip's commitment to a customer-focused support model that prioritizes personalized solutions.• Focused on optimizing ticketing systems and workflows within Zendesk, which reduced response times and improved operational efficiency by 20%.

Toronto, Ontario, Ca

• Provided expert-level support for complex technical issues, maintaining high client satisfaction by delivering clear, effective solutions within expected timeframes.• Built strong customer relationships through proactive communication and a customer-focused approach, positioning Uberflip as a trusted partner for clients.• Collaborated with cross-functional teams to provide insights from support interactions, advocating for client needs and influencing product enhancements.• Contributed to team knowledge sharing and continuous improvement efforts, streamlining processes and enhancing overall service quality.

Austin, Texas, Us

Leading a team of support engineers for Oracle Marketing Cloud / Eloqua Customer support. Duties include coaching and mentoring to identify staff strengths while minimizing weaknesses. Responsible for consulting with priority clients on escalations relating to best practices and high level technical issues, as well as overseeing and exceeding key performance indicator targets.Roles & Achievements• Provide dedicated, hands on, leadership and technical instruction to team of support analysts• Responsible for in depth incident management and escalations with high priority clients; including a heavy focus on client satisfaction and prompt resolution times• Manage and maintain overall team performance and stress levels through high volume, fast paced, support environment• Successfully implemented efficient and scalable onboarding process with a focus on eventual tiered advancement within our support structure

Austin, Texas, Us

Contributed detail oriented, technical support services to a highly demanding client base with a strong focus on customer satisfaction. Excelled at client handling and positioning, providing clear, concise, and detail oriented solutions in order to satisfy demand.Roles & Achievements• Offered exceptional, live, technical support services for clients engaging with the Oracle Eloqua Marketing Cloud SaaS Platform• Coordinated with team members on troubleshooting complex issues, in order to provide fast, reliable solutions to our client base; as well as expand team education• Demonstrated a high level of adaptability in day to day workflows and absorbing new product knowledge• Engaged Support and Product management teams, with a focus on improving general support procedures and advising on possible direction of platform, based on client feedback.

Durham's largest photography studio for over 35 years. My function was as a photography editor and in-studio designer, as well as being responsible for web site management. Over time I took on a much larger role in the day-to-day operations of the studio. Some of my other duties included serving clientèle and managing their part-time staff.Roles & Achievements• Responsible for quality control: maintaining our image within the community through exceptional quality of work and customer service.• Communicating effectively with clients through e-mail and over the phone, as well as walk-in business.• Developed and continuing to teach a Photoshop course (weekly training seminar).• Successfully implemented a studio upgrade from film into digital photography.• Generated a new digital product work flow, focusing on efficiency, quality, and ease of use.• Trained and managed staff in use of new work flow and software.• Created an in-store computer network, allowing on-demand access to files from anywhere within the store.• Managing technical support for all office hardware and software issues.