Experience

• 

  University of waterloo

  Jan 2014 - Apr 2014

  Digital communications assistant

  - Worked with Web Content Management System to manage web pages- Generated content for the Student Success Office social media channels and print pieces- Provided social media monitoring and analysis, helped developed social media content marketing and act as back-up in Community Manager's absence- Engaged in Waterloo's campus community by helping to create a communications plan for the blog, and plan and produce content for the UWaterlooLife blog- Worked collaboratively with all members of the Outreach and Engagement team on communication projects- Collaborated with SSO staff members on web site, photography and print needs- Attended staff meetings and professional development opportunities Show less

• 

  University of waterloo

  Sept 2014 - Dec 2014

  Training support assistant & website content migrator

  - Migrated content from existing university websites to the Waterloo Content ManagementSystem (WCMS) and provide quality assurance testing as required- Assisted in training session preparations for website administrators- Provided support to any technical questions or issues for website managers- Tested website functionality, identify bugs and report issues- Created accessible web content according to the AODA compliance (Accessibility for Ontarians with Disabilities Act)- Performed quality assurance testing as required Show less

• 

  Corus entertainment

  May 2015 - Aug 2015

  Internal auditor intern
• 

  Influitive

  Jan 2016 - Aug 2016

  Customer support intern
• 

  Corus entertainment

  May 2017 - Sept 2017

  Internal auditor

  - Conducted audit testing for the evaluation of design and operating effectiveness of Internal Controls over Financial Reporting and identify reportable issues.- Ensured that working papers are adequately documented and audit evidences are sufficient- Determined financial compliance with policies and procedures- Assisted with updating documentation of key business processes and internal controls over financial reporting- Performed administrative functions for Risk & Compliance department (eg. photocopying/scanning documents retained as audit evidence, organize files (paper and electronic versions) and arranging meetings) Show less

• 

  Influitive

  Sept 2017 - Jan 2024

  - Provided technical support to over 2,000 customers via email, chat, and phone calls while maintaining a high customer satisfaction level of 93% through proactive communication, empathy, and a solutions-oriented mindset- Produced and developed over 100 knowledge base articles for both customers and internal employees- Collaborated with the product and engineering team to identify product pain points and provide suggestions for long-term solutions- Project managed a five-person remote team of Salesforce developers to ensure a smooth and timely launch for a new Salesforce AppExchange package- Developed custom integration for customers involving API and webhooks using Zapier, Postman or Insomnia- Hosted product demos and training for customized integrations with customer marketing tools such as - Salesforce, Marketo and Hubspot Facilitated the onboarding process for over 40 new employees, ensuring comprehensive understanding of product knowledge within the team- Winner of Influitive Value award for consistently exceeding performance metrics related to response time, issue resolution, and overall customer satisfaction (2021 and 2022) Show less - Provided technical support to customers via email, chat, and phone calls while maintaining a high customer satisfaction level of 80%- Identify, reproduce, and document bugs for the development team to address- Produced and organized over 80 instructional documentation and manuals for customers- Hosted and organized product walkthroughs and education for customer enablement- Conducted interviews and supervised co-op students, fostering their growth and development within the team- Moderated the customer support discussion thread on the community platform Show less

  • Senior Customer Support Specialist

    Oct 2019 - Jan 2024

  • Customer Support Specialist

    Sept 2017 - Sept 2019