• Developed training materials.• Trained individuals and groups. • Developed QA guidelines, performed weekly QA audits for all agents in my department. • Performed coaching and assisted the Subject Matter Expert's and Manager with team development.

Supported facilities by predicting customer challenges or questions and proactively found solutions to those problems and answers to those questions before they arose. Developed long-term professional and step-by-step strategies for maximizing customer values.Took ownership over all relationships with assigned customers which included; managing on-boarding, implementation, offered and guided online training to increasing product adoption, ensuring customer retention, and high levels of customer service and satisfaction.• Established as a trusted and strategic advisor• Maintained and developed customer success procedures and best practices.• Supported VP of Customer Success on development of Customer Success materials.• Supported VP of Sales with pre-sales engineering and advanced system configurations.• Worked closely with the Director of Support to maintain strong insight of product features.• Worked closely with the Director of Support to ensure ample and effective customer support documentation and video required for effective customer integration and growth.• Communicated effectively with customer senior-level management to understand customer needs to maximize customer retention and growth.• Ensured that all support practices were carried out in a professional and ethical manner to maintain the company’s reputation as a high quality solutions provider.• Maintaining existing Customer Success metrics and data as directed

• Maximized profitability, set and met all sales targets resulting in becoming and remaining one of the top 3 stores for 5 consecutive years; won several Bonus Packages and Awards for Top Sales.• Completed store administration and ensured compliance with policies and procedures: oversaw sales performance and metrics, managed budgets and maintained statistical and financial records.• Recruited, trained, mentored, motivated, and supervised staff; conducted personnel performance appraisals to assess training needs and build career paths.• Managed all customer queries and complaints.• Oversaw pricing and stock control, prepared promotional materials and displays; maintained outstanding store condition and visual merchandising standards.• Liaised with head office.• Managed all concerns that arose from staff and customers.