Experience

CUSTOMER SUCCESS ADVOCATE (December 2010 – Present)

  • Contributed to a high number of satisfied customers by supporting users via email, live chat and telephone using Zendesk;
  • Decreased the support ticket ‘first reply time’ and was consistently successful at meeting Service Level Agreement details;
  • Added value by building long-term positive customer relationships and advocating for their needs and requirements;
  • Conducted 4 – 8 screen sharing sessions to new or existing users every week;
  • Recommended solutions and opportunities for customers during enterprise implementations, support, training and data imports, resulting in better adoption of the software or module purchased;
  • Created a very detailed workflow and supporting documentation for the implementation and support processes;
  • Developed, documented and conducted the online/remote user training program;
  • Decreased the online/remote training program from 2 days down to 1 day, resulting in better adoption of the software and more succinct/useful user training;
  • Decreased defects found by customers by being the final test/quality assurance check for all bugs and improvements;
  • Contributed by advocating on behalf of our customers with regards to documenting, scheduling and prioritizing development tasks;
  • Increased team performance by administering Jira, allowing the team to have a centralized system that is continually updated to reflect the changes in process;
  • Streamlined and coordinated the monthly release process, translations, release notes and customer notification process.

SELF-EMPLOYED – VIRTUAL ASSISTANT (AUG 2005 – NOV 2010)

  • Created, distributed and promoted services to a target market over the Internet or through digital tools;
  • Increased and streamlined client social media activity by writing and scheduling content posted automatically or manually;
  • Planned and executed all administrative action to improve standard operating procedures and workflow improvements;
  • Executed and managed website updates, email campaigns and subscription lists;
  • Provided additional project management support on an as-needed basis;
  • Established a professional work environment at home and successfully gained clients by word-of-mouth;
  • Enabled clients to spend time on the aspects of the business that paid them by taking all administrative duties off their hands including setting up auto-responders and automating their info-products distribution process.

RECEPTIONIST/ADMINISTRATIVE ASSISTANT (OCT 2004 – JULY 2005)

Responsible for all administrative duties in support of the Regional Director including dealing with the Board of Governors and supporting agencies for a small two person office at a non-profit organization.

RECEPTIONIST, ADMINISTRATION & ACCOUNTING CLERK (FEB 2003 – SEPT 2004)

Responsible for all administrative support, payroll and some basic accounting for five in-office personnel and 20-30 field personnel at a small commercial construction company.

ADMINISTRATIVE ASSISTANT (DEC 2000 – JAN 2003)

Responsible for all administrative support for two divisions (8 Account Executives) and back-up reception for all five divisions at a large recruiting agency.

SECRETARY AND RECEPTIONIST (MAY 2000 – DEC 2000)

Responsible for all administrative support, payroll and some basic accounting for five in-office personnel and 20-30 field personnel at a small commercial construction company.

RECEPTIONIST/WORD PROCESSING CLERK (SEPT 1998 – APR 2000)

Responsible for all aspects of an overflow reception, back up for main reception, typing of large policy documents and data entry at a large insurance company.

RECEPTIONIST AND ADMINISTRATIVE ASSISTANT (SEPT 1995 – AUG 1998)

Responsible for reception and administrative duties for two companies and covered the Sales Administrative Assistant maternity leave for a seven person sales office and a 30 – 50 person pulp and paper mill construction office.