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Resume

Work
Experience

July 2022 - January 2023

SMART Technologies

Channel enablement 

Responsible for deploying onboarding programs and initiatives that enabled SMART’s global channel network to sell more effectively and SMART’s sales team to execute the core aspects of their jobs more efficiently. Worked cross-functionally with various key stakeholders in the implementation of key initiatives that align with the goals of the overall business and position the company as an industry leader.

  • Enhanced the onboarding experience for hundreds of resellers globally by creating a standardized, self-serve tool that also accelerated sales and helped the sales team to focus on higher-tier resellers.  

  • Advanced B2B engagement and performance by creating training materials such as infographics, videos, and guides for the successful implementation of the sales enablement tool Highspot.  

  • Equipped United Kingdom resellers to sell education and enterprise products by creating a guide for conducting discovery calls to identify customer needs, environment, budget, and urgency, up to booking a demo or providing a quote, resulting in a more effective selling process.

  • Enabled SMART's Spain resellers to sell products by translating the onboarding tool into Spanish and conducting live webinars to train them, resulting in high levels of satisfaction among 80% of participants.

  • Designed a frequently asked questions guide for resellers, preventing order mistakes and accelerating sales of enterprise products.

July 2020 - July 2022

SMART Technologies

Highest level of escalation & Customer support specialist

Led resolution of high-profile customer issues as the highest level of escalation and strategically implemented solutions and make-it-right programs to address sensitive product issues.

  • Received a peer-nominated customer-centricity award in 2020 Q4 among 600+ employees that included a monetary prize for going above and beyond to resolve a customer escalation under a pressing deadline.

  • Improved team efficiency and customer satisfaction by developing and implementing a priority process and discovery call guide to manage escalations volume and allocate resources effectively.

  • Educated sales reps on escalation criteria and available support resources using videos and infographics, reducing excessive escalations, and improving support team effectiveness.

  • Conducted retrospective analysis of customer escalations to identify process and training gaps, providing feedback to support agents on how to prevent similar escalations in the future.

  • Identified opportunity areas for my team and enhanced the customer experience by building and incorporating surveys to gather feedback from customers after closing each escalation.

  • Streamlined complex case management workflows and delivered live training, boosting support agents' ability to meet SLA targets.

February 2012- September 2018

Syngenta Canada

Program Management Specialist

Successfully implementation and execution of up to six B2B marketing programs simultaneously with a multimillion-dollar value and up to 400 participants, meeting, and exceeding program milestones.

  • Improved the program payment process by transitioning from cheques to EFTs, increasing program participation and reducing team efforts to reissue voided cheques.

  • Designed and executed communication strategies, including webinars and email campaigns, to foster active participation and communicate the benefits of Syngenta's programs to the target audience.

  • Evaluated program opportunities to drive continuous improvement in quality, efficiency, and timeliness to service customers more effectively.

  • Monitored and reported program progress against targets through status reports and dashboards, presenting findings to upper management, and providing recommendations for improvements.

  • Conducted training sessions to equip sales representatives with the necessary knowledge and skills to implement customer retention programs and utilize program management software effectively.

October 2008- January 2012

Syngenta Mexico

Customer Relationship Management Coordinator & Analyst

Coordination and implementation of loyalty marketing programs for resellers and growers in Mexico.

  • Championed the development and adoption of a segment-based marketing program across cross-functional teams, resulting in increased participation and sales.

  • Supervised and mentored a team of CRM interns, overseeing their onboarding, training, development, and performance.

  • Served as interim CRM Manager for four months, leading and coaching interns before being offered a role at Syngenta Canada.

  • Collaborated with HR to develop and implement an intern project in the CRM department to complete projects during the busy summer season.

  • Analyzed and presented KPIs to all commercial units across Mexico to identify must-wins and areas of improvement.

  • Created marketing material, sell sheets, program policies, and rules aligned with Syngenta’s strategy.

Education

MBA graduate | Cape Breton University - 2021

Dual concentration in Marketing and Community Economic Development. 

Service Design Network Academy - 2023

Accredited Service Design Practitioner

Professional Development and Certificates

  • Enterprise Design Thinking Practitioner, IBM, 2023

  • ·Customer experience leadership, LinkedIn learning, 2023

  • Leading a customer-centric culture, LinkedIn learning, 2023

  • The practice of coaching, The Roy Group Leadership Inc, 2022

  • Innovation mindset, Haskayne Executive Education University of Calgary, 2022

  • Certified Customer Success Manager, Success Hacker, 2020

Skills
& Expertise

Customer retention | Relationship management | Customer journey mapping | Process improvement | Onboarding | Project management | Segmentation | Sales and channel enablement | Salesforce | Microsoft 365 PowerPoint: Word, Excel, Visio, Dynamics, Power BI | HighSpot | HubSpot | Canva | Adobe suite | Slack | Hootsuite​

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