Deqa Galbete
Toronto
Summary
Dedicated Customer Success professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Success Associate
Intelex
05.2022 - 11.2024
- Assisted new and current clients in successfully implementing Intelex's software solutions
- Managed over 50 clients by documenting all customer interactions in SalesForce, updating records with accurate and timely information
- Took ownership of all ehsAI clients regarding onboarding, training, support, monthly/quarterly touchpoints, and renewals
- Monitored contract renewals and identified opportunities for upselling additional products or services to existing clients
- Worked closely with clients to identify their unique requirements and provide solutions that meet their specific business objectives
- Monitored risks associated with client usage, feedback, ticket escalations, downgrades, and cancellations
- Exceeded Gross Net Retention goal and achieved 96% over the last 12 months
- Mentored new Customer Success Associate hires
Business Development Representative
ehsAI - Intelex
02.2022 - 05.2022
- Performed in-depth research to understand the target market and industry trends to tailor outreach strategies
- Scheduled meetings, product demos, and calls for the Account Executives with qualified leads
- Provided feedback to the marketing and product development team based on prospect insight and market intelligence
- Created a formal onboarding and training program as one of performance goals to ensure a consistent and effective approach
- Achieved 110% of sales targets - resulting in an average of 3 qualified leads each month
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
Inbound Business Development Representative
Klaviyo
01.2021 - 02.2022
- Generated meetings for the sales team through rapid response to and qualification of inbound leads
- Represented the organization in a client-facing role to understand user needs, identify business challenges and articulate the value proposition to prospects
- Learned the fundamentals of B2B Software sales including tools, best practices, etc
- Achieved 125% of my sales targets - resulting in an average of 14 qualified meetings each month
Therapeutic Assistant - Behavioral Therapy
Edmonton Public School Board
08.2018 - 07.2020
- Maintained appropriate records of planned programs, child attendance and helped developed new material
- Monitored the effectiveness of strategies designed to meet specific objective and provided recommendations
- Conducted screenings to interpret results and facilitate continuous improvements in the overall behavioral strategy
Retail Banking Officer
Scotiabank
08.2013 - 10.2016
- Processed a variety of customer transactions accurately and efficiently while also prioritizing customer needs
- Navigated a fast-paced environment, due to high-volumes & limited time frames to ensure priority processing
- Effectively marketed products/services to existing and potential customers through upselling & cross-selling
- Probed to understand customer banking and credit card needs to integrate marketing promotions and programs into conversations and offer strategic advice.
Education
Bachelors - Honors - Behavior Analysis
Ryerson University
Advanced Diploma - Behavioral Science
George Brown College
Skills
- Salesforce
- Gong
- Outreach
- Demandbase
- Microsoft Office
- G-Suite
- Slack
- Hubspot
Salesexpertise
Salesforce, Gong, Outreach, Demandbase, Microsoft Office, G-Suite, Slack, Hubspot, English, Somali
Languages
English
Certification
Success Coaching - CCSM Level 1 Certified CSM
Timeline
Customer Success Associate
Intelex
05.2022 - 11.2024
Business Development Representative
ehsAI - Intelex
02.2022 - 05.2022
Inbound Business Development Representative
Klaviyo
01.2021 - 02.2022
Therapeutic Assistant - Behavioral Therapy
Edmonton Public School Board
08.2018 - 07.2020
Retail Banking Officer
Scotiabank
08.2013 - 10.2016
Bachelors - Honors - Behavior Analysis
Ryerson University
Advanced Diploma - Behavioral Science
George Brown College
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