Experience - Wendy Cooper

Executive Summary

15+ years of experience supporting enterprise SaaS clients, end users, and teams across technical and administrative roles
Skilled in translating complex software workflows into simple, clear steps through training, documentation, and hands-on support
Strong communicator with a background in client enablement, onboarding, process improvement, and user education
Adept at working independently or cross-functionally, with a calm, solutions-oriented approach
Passionate about helping people understand and adopt new systems and tools
Open to opportunities in client success, software support, training, or operations

Spearhead and manage end-to-end SaaS implementations, ensuring smooth onboarding and successful adoption of new technologies by clients.
Build and nurture strong, long-term relationships with clients through proactive engagement, regular check-ins, and addressing their evolving needs.
Leverage data analytics to monitor account health, track key metrics, and identify trends, using this information to drive retention efforts, reduce churn, and foster customer loyalty.
Collaborate closely with sales teams to identify upsell opportunities, align on strategic goals, and ensure seamless handoffs to maximize client value.
Provide tailored, strategic recommendations designed to optimize product usage, improve operational efficiency, and elevate overall customer satisfaction, ensuring clients achieve their desired outcomes.

Provided expert support to medical school administrators through phone, Zoom, and email – driving high NPS scores, 99% retention, and strong client satisfaction.
Created and managed release communications, documentation, and training videos for software updates.
Led client meetings, presented at industry conferences, and hosted webinars.
Improved call answer rates and reduced escalations by streamlining processes.
Resolved complex issues to enhance software adoption.
Assisted with onboarding, training, and developing a support playbook.
Took on additional Customer Enablement and Support Management responsibilities as needed.

Delivered high-quality implementation, training, & support, ensuring strong customer satisfaction via email & phone.
Sole support representative, successfully reducing support ticket ‘first reply time.’
Built positive client relationships by advocating for their needs & requirements.
Developed documentation to streamline implementation & support operations.

Robert Half International Inc., Vancouver – Administrative Assistant

Self-employed, Vancouver – Virtual Assistant

Commonwealth Insurance, Vancouver – Receptionist/Word Processing Clerk

Ahlstrom Pumps, Delta – Receptionist & Administrative Assistant