Amber C.

Experience

• 

  York University

  Sept 2013 - Apr 2015

  Event Leader
• 

  Toronto Track and Field Centre

  Apr 2015 - Sept 2016

  Receptionist/Track Attendant
• 

  The Second Wedge Brewing Company

  Sept 2016 - Sept 2017

  Bartender
• 

  Mark's

  Sept 2017 - Mar 2019

  Key Holder/ Supervisor
• 

  Sysco

  Mar 2019 - Nov 2019

  Pricing Coordinator

  Inputting and updating pricing contracts into the system

• 

  Wuzci

  Oct 2019 - now

  Greeting Card Illustrator

  Illustrator for Wuzci Greeting Cards

• 

  DealDash

  Nov 2019 - Aug 2020

  Customer Support Specialist | Remote
• 

  Goosechase

  Aug 2020 - now

  - Team Leadership: Leads and mentors the customer success team, ensuring alignment with company goals and customer needs.- Customer Onboarding Strategist: Develops and implements onboarding strategies to ensure seamless customer transitions and strong product adoption.- Cross-Functional Collaborator: Partners with design, engineering, and product management teams to guide product decisions based on customer insights.- Software Management: Oversees customer success tools and drives innovative use cases to enhance team efficiency and customer outcomes.- Customer Advocacy: Acts as the voice of the customer, championing their needs and feedback to inform feature development and organizational strategies.- Data-Driven Insights: Monitors key success metrics, identifies trends, and reports findings to optimize processes and customer satisfaction. Show less - Customer Experience Leader: Spearheaded the launch of the new Goosechase Studio from the customer side, focusing on exceptional user experiences during the transition. - Content Creation: Developed and maintained 150+ FAQs, 100+ macros, and diverse customer-facing resources.Research-Driven Innovator: Uses quantitative and qualitative data to inform product development and design decisions.- Chatbot & Help Center Expert: Skilled in managing chatbot systems, analytics, and optimizing help center content.- Customer Education Advocate: Offers tailored brainstorming sessions to support client goals and ensures alignment with user needs.- Proven Impact: Reduced response times from 10 hours to under 1.5 hours for 12+ months, driving a yearly average of 87% customer satisfaction. Show less

  • Customer Success Lead

    Jan 2025 - now

  • Customer Success Manager | Remote

    Aug 2021 - Jan 2025

  • Customer Success Coach | Remote

    Aug 2020 - Aug 2021