Weston Ivany Email & Phone Number

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.
• 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.
• 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.
• 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.