Brittany Gouw
Calgary,AB
Summary
Customer-oriented and dedicated Implementation Manager with a proven track record of success in providing support and assistance to clients, providing training to new clients, managing user accounts, and training new employees. Great communicator with strong attention to detail, and excellent time management skills. Also, possesses a highly professional attitude and significant ability to remain calm in stressful situations.
Overview
8
8
years of professional experience
Work History
Implementation Manager
Tekion
05.2022 - Current
- Manage projects from initiation to closure, including planning, scheduling, resource allocation, risk management, and stakeholder communication.
- Streamlined implementation processes by identifying inefficiencies and implementing best practices, resulting in reduced project timelines.
- Enhanced client satisfaction by proactively addressing concerns and providing timely updates on progress.
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Manage change, promote adoption of new processes, and minimize disruption to existing workflows.
- Facilitated smooth transitions by conducting hands-on training sessions with end-users during system rollouts or process changes.
- Identify and resolve issues quickly and effectively, mitigating potential project risks and ensuring timely delivery.
- Build relationships with clients and stakeholders, understand their requirements, and deliver solutions that meet or exceed their expectations.
- Exceeded client expectations by delivering high-quality solutions tailored specifically to their unique needs and requirements consistently throughout projects undertaken over time range.
ECommerce Application Analyst
ESM Solutions
09.2021 - 02.2022
- Improved customer satisfaction by promptly addressing software issues and providing effective resolutions.
- Responded to customer inquiries and provided technical assistance over phone and email.
- Delivered exceptional customer service through clear communication and empathy.
- Maintained detailed records of customer interactions for reference in future support cases, ensuring consistency in issue resolution.
- Provided remote assistance to clients experiencing technical difficulties, reducing downtime and minimizing disruptions to their operations.
Software Consultant
PBS Systems
09.2015 - 09.2021
- Acted as Software Expert to provide the highest level of software technical specialist skills, as a single source on all phases of the software.
- Triaged incoming customer requests and routed to the appropriate team within the organization.
- Managed new orders from sale to completion, on time, with a focus on delivering an excellent customer experience.
- Assessed how existing customers are utilizing the software with a focus on how they could get the most from their product, thus increasing customer usage, customer satisfaction & customer retention.
- Understood client’s needs, documented and logged if development action required.
- Conducted initial setup, software customization, and software training onsite from the beginning-to-end of new key customer conversion projects.
Tier 3 Service Support Analyst
PBS Systems
04.2018 - 09.2020
- Worked with a variety of communication mediums, including chat, email, and telephone support Monitored Tier 1 & Tier 2 Analysts' calls and provide feedback during coaching sessions.
- Handled any customer complaints or calls which clients request assistance from a higher tier.
- Accurately recorded the pertinent details of client reported problems as required in the case management process.
- Identified trends and authored educational articles to aid in customer resolution of current and trending issues.
- Contributed to at least two meetings per week with development to discuss current and future changes in the functionality of the software by addressing any trending bugs or enhancement requests. Implemented goals within the Support Department.
- Managed the development and implementation of standards, processes, and systems required to deliver high quality and consistent support.
- Escalation of software issues to development.
- Managed various projects simultaneously assuring timely outcome and best possible results.
- Built relationships with PBS partners, teammates and clients through direct communication, continuous education and identifying the needs for individual clients while creating solutions.
- Traveled throughout North America at least twice a month to provide software training to new clients & follow up visits to existing clients. Organized and conducted bi-weekly training sessions for new employees.
Tier 2 Service Support Analyst
PBS Systems
10.2016 - 09.2018
- Worked with a variety of communication mediums, including chat, email, and telephone support.
- Accurately recorded the pertinent details of client reported problems as required in the case management process.
- Identified trends and authored educational articles to aid customer resolution of current and trending issue.
- Contributed to at least two meetings per week with development to discuss current and future changes in the functionality of the software by addressing any trending bugs or enhancement requests.
- Escalated and reported software issues to development.
- Traveled throughout North America at least twice a month to provide software training to new clients & follow up visits with existing clients.
Tier 1 Service Support Analyst
PBS Systems
09.2015 - 10.2016
- Worked with a variety of communication mediums, including chat, email, and telephone support.
- Accurately recorded the pertinent details of client reported problems as required in the case management process.
- Traveled throughout North America at least twice a month to provide software training to new clients & follow up visits with existing clients.
- Educated users on how to specifically implement software for their facility.
Education
High School Diploma -
Lacombe Composite High School
Lacombe, AB06-2011
Emergency Medical Responder -
Alberta Health & Safety Training Institute
Calgary, AB03-2013
Skills
- Software Implementation
- Customer Relationship Management
- Problem Solving
- Change Management
- Training Delivery
- Customer Service
- Expert Communication
- Adaptability
Timeline
Implementation Manager
Tekion
05.2022 - Current
ECommerce Application Analyst
ESM Solutions
09.2021 - 02.2022
Tier 3 Service Support Analyst
PBS Systems
04.2018 - 09.2020
Tier 2 Service Support Analyst
PBS Systems
10.2016 - 09.2018
Software Consultant
PBS Systems
09.2015 - 09.2021
Tier 1 Service Support Analyst
PBS Systems
09.2015 - 10.2016
High School Diploma -
Lacombe Composite High School
Emergency Medical Responder -
Alberta Health & Safety Training Institute
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