Whitney C. Email & Phone Number

# Planned, prepared, and facilitated multiple live and prerecorded training sessions per week, resulting in a minimum average of 90% positive feedback from attendees# Conducted regular training program maintenance (e.g., resource updates) and follow-ups to attendees# Implemented and iterated on new weekly drop-in training format, leading to increased client adoption and engagement, and streamlined webinar feedback collection process# Contributed to creation of internal website for resource management, and created and maintained assets such as handouts, knowledge base articles, training slides, and Bonfire Academy course materials# Provided mentoring and support to co-ops during onboarding and beyond# Assisted with department-wide initiatives, such as dissemination of regular product updates to clients, and complete overhaul of public-facing materials following major software releases

Kitchener, Canada Area

# Handled complex cases as well as any escalated or highly technical inquiries/complaints# Acted as a technical resource and continued to provide support "shadowing" for junior members of the team# Assisted with solving problems that affect service and efficiency for clients, and analyzed customer concerns and potential options# Owned special projects/operations to help the team or Client Support Manager, such as with team scheduling and ticket quality assessments# Provided frontline ticket support as required

Kitchener, Canada Area

# Contributed to team's constant 99% average satisfaction rating and <20min median first response time through prompt email, phone, and chat support# Received the Nov. 2018 Bonfire Belt, a peer award that recognizes a team member who goes above and beyond, and was selected to organize team's schedule of "support queue watch" shifts# Assisted with leading the implementation of KCS (knowledge-centered service) best practices from July 2018 onwards, doubling knowledge base size, tripling number of knowledge base searches, and deflecting number of support tickets created by 40% in 6 months# Provided support "shadowing" and training for a dozen new Client Success hires and counting, and continues to advise junior Support Agents on complicated product questions and potential escalations# Implemented new tagging system in ticket workflow, resulting in more trackable support tickets and more obvious patterns in identifying product areas requiring improvement # Special ongoing projects included: team scheduling, KCS article writing + reviewing + video creating, co-op student hiring, researching AI solutions for support platforms

Waterloo, On

# Elected alongside another Co-President/Vice-President for nine 4-month terms, and worked in a 4-person executive team to prepare the group for each major End of Term Concert with an audience of several hundred people, while maintaining morale and acting as a role model for younger members# Played a critical administrative/operational role in managing finances, rehearsal logistics, and internal communications, and set future members up for success by creating an extensive standard operating procedures guide# Expanded group’s campus and community presence by conducting regular outreach to other organizations, securing at least a dozen performance opportunities per term, and acting as group’s liaison to coordinate performance logistics# Increased group’s and members’ social media presence by establishing the regular #BellaBios Facebook campaign, leading content creation efforts and assisting with creative direction in photography/videography# Assisted with member recruitment through an extensive auditions process that involved coordination of 40-60 prospective members per term# Established and led organization of venue, equipment/tech, and programming for the semesterly AcaBellas’ End of Term Concert, which draws in 50-100 audience members and <$500 in revenue per term# Other major initiatives included: acting as group liaison with Feds student union and greater UW A Cappella Club, writing and revising first drafts of The AcaBellas Constitution and the UWACC Constitution (governing rules required of all on-campus clubs), and video editing several hours of performance footage for upload to YouTubeThe AcaBellas are the University of Waterloo's only major all-female a cappella group, and are recognized as an official on-campus club under the UW A Cappella Club. This was an unpaid/volunteer position.

Waterloo, On

# Created interest, awareness, and excitement for Feds events and services by distributing flyers, managing booths, conducting giveaways, and creating eye-catching signage to engage students# Increased online outreach for upcoming events via execution of social media marketing initiatives (e.g., sharing of Feds' Facebook posts among student groups, using Instagram Live while promoting events on the field, etc.)# Assisted marketing managers with brainstorming of new and innovative strategies to reach students, such as holding different seasonal activities or boothing in outdoor areas on campusThe Federation of Students exists as the official voice of undergraduate students at the University of Waterloo. They undertake activities both on and off campus to serve, empower, and represent students. This was a part-time position.

North York, On

# Streamlined e-commerce and warehouse operations by creating and maintaining standard operating procedure documentation after mastering ~30 daily workflows (picking and packing several hundred orders per day, restocking and inventory management, issue resolution with orders, etc.)# Boosted product sales from more casual customers by implementing DIY design-and-ship (i.e., “make your own T-shirt”) tool onto company website using Inksoft software, and conducted competitive cost analyses to ensure that the chosen pricing structures and product selections were appropriate# Improved efficiency in communications by changing company's inbox configuration to a multibrand-supported service, after conducting research and running trials on various solutions, and implementing filters and automations to improve the customer service team's processesAvid Apparel is an end-to-end apparel provider that can handle all parts of the process from design to finished product. This was a four-month co-op/internship position and as their very first co-op student, I'm glad I got the opportunity to own some very unique projects and play an integral part in their small team!

Toronto, On

# Improved event planning workflow by maintaining quick reference material on past and potential vendors (venues, vendors, etc.) for various event components# Contributed to successful execution of various corporate events ranging from 500-3500 attendees, by conducting research on various event components (e.g., venue, decor, entertainment, catering, programming, etc.) while considering limitations such as theme and budget# Provided positive and memorable experiences for attendees via onsite support (including setup, tear down, crowd control, etc.) according to event coordinator’s direction# Assisted AVP with identifying potential cost cutting areas after conducting cost analysis on past event budgets, plus other higher-level projects such as finding contact information of high-level executives for event invitation purposes# Created a more seamless experience for new co-op event coordinators by preparing an onboarding kit which included: a welcome letter with summary of duties and responsibilities, a first-week checklist, and standard operating procedures for team workflows# Assisted in improving internal communications and promoting the events team within the company, through creation of a social media strategy for the new Facebook @ Work platformThe corporate affairs team at Canadian Tire is responsible for promoting employee loyalty, building relationships with business partners and contributing to a positive corporate image for Canadian Tire Corporation. The team manages and executes all external communication activities including media relations, planning, and corporate events across the entire Corporation’s family of businesses. This was a four-month co-op/internship position.

Kitchener, On

# Maintained Facebook and Twitter accounts with regular updates, increasing online outreach and early interest# Created and executed content schedule during Square Enix Collective campaign, which ended with an approval rating of 82%# Used Reddit to improve presence and receive feedback from within the indie game developers community# Assisted with preparation of business documents by researching requirements and ensuring accuracy of submissions, in order to secure additional fundingLegacy of the Copper Skies is your classic 2D action adventure game with a twist. Features include dual playable characters, a unique time reversal mechanic for combat and puzzle solving, and the ability to combine vastly different moves in order to create new ones. Legacy of the Copper Skies was featured on the Square Enix Collective from June 22nd to July 21st and received much interest and support from fans. This was a part-time remote position.

Kitchener, On

# Took full responsibility over all public communications, and increased outreach and brand presence via various social media accounts, email, and other online marketing channels (e.g., Product Hunt)# Acted as first point of contact for product support, and provided exceptional customer service by ensuring that replies were provided within a maximum of 48 hours, even during peak volume time during media launch period# Improved both internal and external communications by independently learning new internal tools, integrating use of Zendesk into the company’s workflow, and teaching new processes to team members via in-person demos and written documentation# Ensured that first product batch was shipped successfully to ~1,000 clients by organizing lists of addresses and following up on wrong/missing information# Established several first-time company-wide policies, including operating procedures for refund/return/exchange processing, handling of product warranties and defects, and running of contests/giveaways (such as the very first #MyPALETTE contest)Palette is a freeform hardware interface that allows users to fully customize the layout, function, and even colour of each control module to fit their own workflow and favourite software. This was a four-month co-op/internship and as the very first student in this position, I got the opportunity to really make an impact during some very exciting times.

Waterloo, On

# Improved outreach and buzz in preparation for crowdfunding efforts, by maintaining social media pages with daily updates in the form of shareable content (e.g., blog posts, videos, hosting of contests/giveaways, etc.) and engagement with others# Strengthened player loyalty by interacting with players regularly, moderating the Prismata subreddit (reddit.com/r/Prismata) and Twitch stream, and providing timely responses to technical questions and feedback# Monitored and analyzed impact of different marketing efforts using Google Analytics and Mention.com for keyword tracking# Increased local interest and positive product reception at Fan Expo 2014, demoing Prismata to ~10,000 attendees and resulting in 6,500+ leads for over 3 days# Assisted with smooth execution of Kickstarter campaign by distributing rewards to backers and coordinating cross-promotions with other campaignsLunarch is the developer of a computer strategy game called Prismata. As their very first co-op student in this front-facing role, I had the opportunity to really help them get their game out in preparation for their Kickstarter campaign, which ran through the month of November and reached its goal with 3,700+ backers.

Bachelor'S Degree, Environment & Business

Activities and Societies: UW Hip Hop, UW A Cappella Club, UW English Tutors # Familiar with core business concepts (e.g., accounting.

High School, Vocal Music Major, Regional Arts Program

Activities and Societies: Concert Choir, Women's Chorale # Honor Roll student, 2009-2012 # Recipient of several awards, including Grade 10.