Amanda Heritage
Calgary
Summary
Highly skilled and results-driven Client Specialist with a proven track record of successfully managing the end-to-end onboarding process for diverse clients. Proficient in developing and implementing onboarding strategies to ensure seamless integration, client satisfaction, and long-term retention. Possesses exceptional communication, relationship-building, and problem-solving skills. Demonstrates a keen eye for detail and a strong commitment to delivering exceptional client experiences. Adept at collaborating cross-functionally with internal teams to drive efficiency and optimize onboarding processes. Dedicated to maintaining a client-centric approach while adhering to regulatory and compliance requirements.
Overview
12
12
years of professional experience
Work History
Customer Experience Coordinator
Minto
08.2023 - Current
- Spearhead the Minto Communities Touchpoint Plan, ensuring the execution of deliverables and the deployment of mass and individualized emails.
- Address customer inquiries via email, phone, ensuring prompt and accurate follow-up.
- Maintain a comprehensive customer log, identifying trends and opportunities.
- Research and implement enhancements to the Touchpoint Plan through collaborative projects and technological innovations.
- Provide support and training to other departments in communication strategies.
- Oversee the process for revising closing dates, including homeowner notifications and preparation of legal documentation.
- Communicate with homeowners to provide updates and explanations.
- Investigate and resolve escalated customer concerns, assisting in de-escalation and high-risk scenarios.
- Manage the customer satisfaction survey program, analyzing results to identify trends and improvement opportunities.
- Develop and format documents, presentations, and reports for effective internal and external communication.
- Collaborated with cross-functional teams to develop strategies that improved overall customer experience.
- Create and deploy educational collateral for customers and staff.
- Maintain open communication with Sales, Construction, and Warranty departments to exchange key information.
Senior Success Manager
The Virtual Gurus
12.2022 - Current
- Customer Success Management: Extensive experience in managing and nurturing client relationships throughout the customer lifecycle. Proven ability to understand client needs, provide strategic guidance, and ensure the successful adoption and utilization of products or services. Managing over 400 clients.
- Relationship Building: Demonstrated skill in developing strong and trusted relationships with key stakeholders, including C-level executives. Experienced in understanding client objectives, aligning solutions, and effectively managing expectations to drive client success.
- Cross-functional Leadership: Strong leadership abilities with a track record of successfully leading cross-functional teams to deliver exceptional customer experiences. Skilled in collaborating with sales, product, and support teams to drive customer satisfaction and achieve business goals.
- Strategic Account Management: Proficient in analyzing data, identifying growth opportunities, and developing strategic account plans. Experienced in upselling and cross-selling to maximize revenue potential and increase customer lifetime value.
- Problem-solving and Analytics: Exceptional problem-solving skills with the ability to analyze complex situations, identify root causes, and develop effective solutions. Skilled in leveraging data and analytics to drive data-driven decision-making and identify areas for improvement.
- Communication and Presentation: Strong communication skills, both verbal and written, with the ability to effectively convey ideas, recommendations, and complex concepts to diverse audiences. Experienced in delivering engaging presentations and conducting training sessions for clients.
Onboarding Specialist
The Virtual Gurus
10.2021 - Current
- Client Onboarding: Extensive experience in managing the client onboarding process, including client intake, due diligence, documentation, and account setup. Proficient in conducting risk assessments and identifying potential compliance issues.
- Relationship Management: Skilled in fostering strong client relationships by providing personalized and proactive support throughout the onboarding journey. Experienced in understanding client needs, resolving inquiries, and building trust and rapport.
- Process Optimization: Demonstrated ability to streamline onboarding procedures by identifying inefficiencies and implementing innovative solutions. Proven track record of improving onboarding timelines, reducing errors, and enhancing overall client satisfaction.
- Cross-functional Collaboration: Collaborates effectively with internal teams, such as sales, operations, and legal, to ensure smooth handoffs and alignment throughout the onboarding process.
- Communication and Documentation: Strong written and verbal communication skills, with a meticulous approach to documenting client information, agreements, and processes. Capable of conveying complex concepts clearly and effectively to clients
- Successfully onboarded a diverse portfolio of clients, including high-net-worth individuals, institutional investors, and corporate accounts.
Operations Manager
The Bownesian Grocer Inc.
12.2012 - 09.2021
- Store Operations Management: Extensive experience in overseeing day-to-day operations, including inventory management, merchandising, staffing, and customer service. Proven track record of driving operational efficiency, reducing costs, and improving overall store performance.
- Team Leadership and Development: Skilled in leading and motivating teams to achieve operational targets and deliver exceptional customer service. Experienced in recruiting, training, and developing employees to maximize productivity and foster a positive work environment.
- Process Improvement: Strong analytical skills with the ability to identify operational gaps, inefficiencies, and opportunities for improvement. Proficient in implementing streamlined processes, SOPs, and best practices to enhance productivity, accuracy, and customer satisfaction.
- Customer Service Excellence: Customer-centric mindset with a focus on delivering exceptional shopping experiences. Skilled in resolving customer inquiries, handling complaints, and implementing strategies to enhance customer satisfaction and loyalty.
Education
Advanced Diploma - Holistic Nutrition
Canadian School of Nutrition - Holistic Nutrition
09.2021
Graduate Certificate - Business Management - Entrepreneurial Enterprise
Bow Valley Collage
10.2014
Skills
- Operational Improvements
- Customer Relationship Management
- Client Service Optimization
- Strong Technical Acumen
- Collaborative Environments
- Growth Strategies
- Business Operations Knowledge
- Contact Management Systems
Skills
- CRM Software
- Account Management
- Customer Service
- Technical Proficiency
Timeline
Customer Experience Coordinator
Minto
08.2023 - Current
Senior Success Manager
The Virtual Gurus
12.2022 - Current
Onboarding Specialist
The Virtual Gurus
10.2021 - Current
Operations Manager
The Bownesian Grocer Inc.
12.2012 - 09.2021
Graduate Certificate - Business Management - Entrepreneurial Enterprise
Bow Valley Collage
Advanced Diploma - Holistic Nutrition
Canadian School of Nutrition - Holistic Nutrition
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