employment history...
10/20 - Present
Technical Account Manager III - GoDaddy, Inc., as a result of GoDaddy acquiring SkyVerge
- Customer & technical support for customers with regards to the SkyVerge WooCommerce plugins in English and French (and occasionally Italian)
- Troubleshoot and diagnose potential software bugs reported by customers
- Replicate issues on localhost and on staging to validate reports
- Answer presales questions from prospects for WooCommerce plugins
- Log detailed customer feedback in the Clubhouse app
- Occasionally validate or correct user-submitted translations and open pull-requests for merging into the plugins
- Liaise with the WooCommerce team for customer billing/subscription issues
- Write PHP code snippets as time permits
- Update public documentation
- Update internal documentation
- Help train new team members
06/17 - 10/20
Customer Support Specialist - SkyVerge, Inc. (until GoDaddy's acquisition of SkyVerge)
- Split time doing customer support for customers with regards to the SkyVerge WooCommerce plugins and the Jilt email marketing service, in English and French (and occasionally Italian)
- Troubleshoot and diagnose potential software bugs reported by customers
- Replicate issues on localhost and on staging to validate reports
- Answer presales questions from prospects for both WooCommerce plugins and the Jilt service
- Log detailed customer feedback in the Clubhouse app
- Open and edit GitHub issues to report bugs and other strange behaviours
- Occasionally validate or correct user-submitted translations and open pull-requests for merging into the plugins
- Translate various saved responses and the occasional SkyVerge webpage from English to French
- Liaise with the WooCommerce team for customer billing/subscription issues
- Liaise with other third-party developer teams as needed
- Write PHP code snippets as time permits
- Update documentation
- Help train new team members
08/15 - 10/16
Head of Customer Success - Vanilla Forums, Inc.
- Hired, on-boarded, trained and managed new Customer Success Managers
- Created and documented Customer Success processes
- Organized annual contract renewals
- Participated in extended management meetings, liaising with the executive team as well as fellow managers
- Other responsibilities as per the Customer Success Manager item below
- Client list included: Microsoft Hololens, Electronic Arts, SEGA (Relic and Creative Assembly studios), Adobe, Oculus Rift, Capital One, Edmunds, Procter & Gamble, Zenimax, Under Armour Connected Fitness (My Fitness Pal), Hearst Publishing UK, Zynga, Callaway Golf, College Confidential, Yahoo! Developer Network, Plex, Penny Arcade and more.
- Total number of clients for the team exceeded 150, totaling more than $200,000 in monthly recurring revenue
07/14 - 08/15
Customer Success Manager - Vanilla Forums, Inc.
- On-boarded and trained new high-end clients on the platform
- Advised clients on how to best moderate, manage and grow their communities
- Supported clients with basic technical support and liaised with developers to solve issues
- Presented at the monthly staff meeting
- Billed, refunded, credited and cancelled various accounts as needed
- Liaised with clients for other departments, such as Marketing for casestudy purposes or Operations for mass-migration purposes
- Total number of clients exceeded 100, totaling more than $100,000 in monthly recurring revenue
11/09 - 11/13
Webmaster - Studio Technique
- Converted PSD files into usable webpages, as well as overall website upkeep and maintenance
- Created blogs and set up forums for animation students to share their homework assignments with each other and the artistic director
05/08 - 09/09
French-Language Community Moderator - Mzinga, Inc.
- Provided online moderation, customer service and basic technical support to French-speaking users with regards to Microsoft Office Live Workspace
- Translated various technical solutions from English to French and translated user suggestions from French to English during the beta phase of the product
09/97 - 09/01
Chatting Online Guide - About.com, Inc.
- Wrote over 100 chat-related articles
- Sent bi-weekly newsletters to over 11,000 subscribers
- Moderated the three busiest chatrooms on the About network
- Managed a team of up to ten chatroom assistants
- Responded to user emails daily
- Optimized pages for search engines
- Consistently ranked within the top 10% traffic of all sites on the network from June of 1998 until Setepmber of 2001
education...
09/16 - 03/18
Diploma in Web Programming
- Concordia University, Continuing Education
May 2012
Bachelor of Arts, Specialization Sociology
- Concordia University
01/03 - 04/03
Certificate in Graphics Applications in Desktop Publishing
- Concordia University, Continuing Education
09/94 - 05/96
Social Science Program
- Dawson College
09/83 - 06/94
Grades 1-11
- Miss Edgar's and Miss Cramp's School