Experience

• 

  Oshawa public library

  Aug 2008 - Apr 2015

  Student library assistant

  ● 6+ years of effective communication in assisting patrons with the use of online and in-library materials.● Management of library collection’s incoming and outgoing library materials. ● Used a high level of attention to detail to properly shelve library materials after processing. ● Provided excellent customer service by answering patrons’ reference questions for over 7+ years.● Coordinated library programs such as Pre-School Story Time (2014 & 2015), TD Summer Reading Club (2015 – 2018), and various year-round programs to engage patrons and increase return visits. Show less

• 

  Oshawa public library

  Nov 2015 - Oct 2018

  Public service clerk

  ● Worked with a cross-functional team in 4 locations.● 9+ years of effective communication in assisting patrons with the use of online and in-library materials.● Management of library collection’s incoming and outgoing library materials. ● Used a high level of attention to detail to properly shelve library materials after processing. ● Provided excellent customer service by answering patrons’ reference questions for over 7+ years.● 3+ years of demonstrated experience in technical skills when assisting patrons with technological tools such as Microsoft Office, Google Apps, Ancestry.com, Cloud Library, and, Overdrive.● Conducted outreach programs for 100+ community members such as the Oshawa Children’s Fair (2015) and Oshawa’s Canada Day Celebrations (2015 & 2016) to engage in utilizing library resources.● Coordinated library programs such as Family French Story Time (2016 to 2018), TD Summer Reading Club (2015 – 2018), and various year-round programs to engage patrons and increase return visits. Show less

• 

  Q4

  Sept 2019 - Apr 2022

  ● Provided informational insight on general Product support questions from internal stakeholders and external users.● Identified, replicated, and escalated product bugs to product teams.● Prepares client-facing Root Cause Analysis for resolved issues. ● Expanded knowledge of CRM and analytics through research, documentation, and collaborative learning sessions with product teams.● Monitored and reported on users’ reactions/interactions after launching new features.● Assisted marketing with creating support and training documents for internal and external users. Show less ● Utilized HTML, CSS, Javascript, jQuery, website optimization, and customer service to help publicly traded clients with fixes and content changes to keep their websites up-to-date and compliant with regulatory standards.● Used customer service software such as Zendesk and Salesforce to respond to and resolve client requests in a timely manner. ● Worked on a department-wide project of migrating documentation from Atlassian's Confluence to Salesforce.● Dealt with support change requests, including handling smaller projects of site updates for clients.● Informed website users of problems, problem resolutions, and application changes and updates.● Collaborated with development teams to discuss, analyze and resolve usability issues. Show less

  • Client Support Technical Specialist

    Nov 2021 - Apr 2022

  • Web Support Analyst

    Sept 2019 - Nov 2021
• 

  Impetus digital

  Apr 2022 - Feb 2023

  Digital solutions specialist

  ● Demonstrated the ability to analyze requirements, create project plans, and communicateeffectively to project stakeholders.● Juggled numerous projects in a fast-paced environment while still executing with precision.● Used critical thinking skills to predict customer needs based on cues and past experiences.● Demonstrated the ability to remain calm and collected in high-pressure situations, especiallywhen troubleshooting technical problems that arose.● Organized within multiple platforms, and disseminates knowledge, to benefit the team.● Tracked, investigated, and resolved client questions and issues of varying complexity by phone, email, and virtual Zoom meetings. Show less

• 

  Crowdriff

  Mar 2023 - now

  Technical support specialist