BSc of Digital Media Design

Account Manager

· Developed and honed the customer service department.
· Interim Office Manager: Organizing company events, working the front desk to greet potential clients and interviewees, accepting and tracking deliveries, assisting with the office relocation, day to day office maintenance,
· Managing campaigns for clients from onboarding to completion including display ads, managing budgets, reporting, and monitoring.
· Project Manager for content for our MoneySense brand.

CUSTOMER ADVISOR/SHIFT LEAD

· Manage floor and assist agents with tech support queries in a supervisory role.
· Organize coverage based on staffing requirements
· Collaborate with management, developers and product management to track and resolve known issues
· Assist with onboarding of new agents
· Monitor company social media platforms and respond to customers posts appropriately
· Handle customer escalations in a professional manner
· Identify & assess new agent knowledge gaps and provide coaching as necessary
· Completion of other duties & training tasks as assigned by managers
· Attend customer facing events with Marketing team in order to promote the Hover brand
· Played key role in the successful launch of AnswerDash customer service tool
· Created internal and external documentation for our knowledge base to ensure new processes were documented for employees and for customers using our help centre.