Roger Sum

Experience

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  Starbucks

  Jul 2007 - Feb 2011

  Shift Supervisor

  - Consistently achieved operational excellence on secret shopper and customer feedback scores. - Executed store operations as well as managed duties and breaks of shift team. - Followed all cash management and cash register policies and ensured proper cash management practices are followed. - Delivered legendary customer service to all customers by acting with a customer comes first attitude and connecting with the customer. - Led by example in providing a positive work environment. Show less

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  Capilano University

  Apr 2012 - Mar 2013

  International Outreach & Events Officer

  - Planned events for new and returning international students. - Developed a Mentorship Program that matched current Capilano University students with new international students to build and foster community between new international students and the whole Capilano U student body. - Managed over 40 student mentors/volunteers to coordinate events such as campus tours, new student orientation, International Education week, Pumpkin Carving, and the annual Christmas Party. - Liaised with high schools, language centres, and international education agencies to aide in the recruitment of international students. Show less

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  EPly Services Inc.

  Apr 2014 - May 2017

  - Provided exceptional support to customers by responding immediately (< 1 hour) to e-mail, telephone, or live chat support requests - Problem solved a variety of complex issues, typically < 24 hrs and ensured customers were always informed on the progress made- Managed event registration form projects by gathering scope and details, communicating and managing expectations, and handling competing deadlines- Followed up with current customers to gauge happiness to upsell future projects; As a result, provided quotes for services, added billing items etc.- Created help articles to teach best practices- Provided general office support including invoicing, processing refunds, conducting internet research and sales and marketing support- QA new features and bug fixes before they are released Show less - Create and schedule original and engaging posts for Twitter, Facebook, and Linkedin using Hootsuite.- Identify and engage with industry leaders with the goal of attaining clients/customers. - Create blog posts to provide relevant information for events industry community. - Create and send e-newsletters and e-blasts to clients and events industry professionals- Use Google Analytics to identify trends and gather information to help shape and focus future social media campaigns as well as review the effectiveness of current campaigns. Show less

  • Event Registration Software Specialist

    Feb 2014 - May 2017

  • Social Media Strategist

    Apr 2014 - Jan 2017
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  MemberClicks, a Personify company

  May 2017 - Mar 2022

  - Refined the new hire training program that saw a 50% decrease in ramp up time- Instituted a more balanced team schedule that improved performance, and overall team morale- Responded to and solved 7,000+ customer cases with a 98.35% customer satisfaction (CSAT) rating in 2021- Leads, trains, and mentors 7 direct and 2 indirect reports to support a variety of software products through team meetings, 1 on 1s, and performance reviews- Collaborates cross functionally with client success, sales, and product and engineering teams by acting as a liaison using clear and digestable communication to share feedback and improve the customer experience- Achieves an average team CSAT rating of over 98% month-over-month- Analyzes help center data to maintain and develop documentation that equips the team to guide customers to self-service - Completes 5-10 customer projects a month with varying complexities and competing deadlines on time and by managing expectations resulting in 100% customer satisfaction Show less - Created, edited and launched 25 new software training videos for external stakeholders using OBS and Adobe Premiere Pro- Manually migrated 300+ help articles from a previous knowledge base system to another simultaneous reviewing articles, eliminating redundancy and creating new training documentation.- Improved internal process documentation and facilitated shared learning sessions with cross-functional teams- Top individual contributor month over month solving out at least 600 cases per month- Leader in knowledge transfer and process sharing after acquisition- Able to adopt and learn new processes and technologies rapidly Show less

  • Customer Support Manager

    Sept 2019 - Mar 2022

  • Senior Product Expert

    May 2017 - Sept 2019
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  Visier Inc.

  Jan 2022 - Jan 2023

  Learning & Enablement Specialist
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  Staples

  Jan 2022 - Jan 2023

  Support Services Manager
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  LOGO.com | Free Logo Maker

  May 2024 - now

  Head of Customer Success