Ottawa, Ontario, Canada
I am an enthusiastic self starter who enjoys working with clients to resolve issues and contributing to the success of the company. I am a loyal employee and I strive to progress professionally, especially in a dynamic company that will benefit from my abilities; and vice versa. I enjoy working cooperatively in a team environment to achieve collective goals; however am also comfortable working autonomously. Customer Service and Relations Strong Written and Verbal Communication Type 60-90 WPM Proficiency in Windows XP & 7, MS Office Suite, Google Docs Suite Productively working with/within SLA/OLA/KPI environments Project Management, Change Management, Analytical Thinking Highly Coachable, Emotionally Intelligent, Conflict Resolution Pre-Sales Discovery, People Manager
Responsible for a $1.5m (avg) book of business to ensure customers expanded within the platform and renewed their contracts. Provided guidance, best practices and strategies for using Docebo effectively. Reviewed and became knowledgeable on new products, offerings or changes to the platform. Provided critical information, including analyzing client usage data to identify areas for improvement and optimization, to key decision makers, allowing them to meet and achieve their use case goals. Key Achievements Assisted clients with project and/or use case implementation based on LMS best practices and Docebo technology. Played a key role in de-escalating customers within my book of business.
As the Customer Success Manager I am responsible for engaging with our clients and making sure their migration projects are successful. This means arranging meetings with AppZero's Field Migration Technicians, setting project kickoff meetings, reviewing all aspects of the client contract to ensure that we our meeting and exceeding our expectations. Communication is essential in this role as is striking a balance between the customer demands and company capabilities.
The Field Engineering Solution Architect main responsibility is to take AppZero product features into the field and provide customers with solutions that either influence a buying decision or enables the customer to successfully deploy the product for use in production migrations at scale. To do this, the SA must maintain a high level of proficiency with all product features, and be prolific in terms of creating field artifacts that propagate knowledge on the usage of the product to external audiences. In addition, the SA must take what has been learned in the field and find constructive ways to share that knowledge with AppZero Engineering in order to influence future product features/releases (patch, minor, major).
Provided technical support for employees and contractors of City of Ottawa, often dealing with high priority issues Consistently achieved highest levels of productivity, handling over 250 of calls per week averaging 50 calls daily Within 1st year was promoted to Tier 2 Support to internal employees Earned solid reputation for resolving complex issues and providing exceptional customer service Leveraged extensive experience in multiple operating environment including XP and Windows 7 Escalated issues as needed and maintained communication with customer and technical teams Independently created documentation for support staff to provide to clients for set-up and configuration of personal devices for City of Ottawa email Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas Worked extensively with Active Directory to perform password resets and rights management for clients Troubleshoot numerous issues on the Windows XP operating system using Remote Access to the client’s PC Using Marvel, would create tickets and either resolve the issue or send to 3rd Level support team Monitored queue for our support team on a scheduled basis, handling any unassigned tickets or emails from clients Assisted clients with VPN connectivity issues