Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
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Esther Samuel

Ottawa,Canada

Summary


Customer support professional with extensive experience in managing support teams and driving customer satisfaction. Known for fostering teamwork and adaptability in dynamic environments. Recognized for problem resolution and communication skills.

Overview

19
19
years of professional experience

Work History

Customer Support Manager - Remote

Sirva Worldwide Inc.
10.2019 - 11.2024
  • Managed corporate domestic and international relocation programs for a vast portfolio of Fortune 500 companies such as Microsoft, BMW, General Motors, HSBC, Bosch, Siemens, etc. in a remote Contact Centre environment.
  • Oversaw the daily activities of Client Services team through guidance and leadership.
  • Championed the standards for providing exceptional service every day and ensured these standards through training and coaching.
  • Liaised with internal and external teams to cohesively execute on Client SLAs, KPIs, CSATs, NPS and overall client and customer experience.
  • Acted as point of escalation for major incidents and maintained the incident management framework to ensure prompt resolution and communication of the incident and maintained a high CSAT rate.
  • Continuous learning of new developments in company products, processes and objectives and cascaded these to my team.
  • Contributed to improvement of processes for best customer experience through the utilization of data management tools.
  • Contributed to monthly company business reviews across all regions – North America, LATAM, EMEA and APAC. Collaborated with colleagues in offices located in Canada, US, Brazil, UK, Poland, India, and the Philippines.
  • Technical Environment - MS 365 Suite, G Suite, Zendesk, MS Teams, Adobe Acrobat Pro, D365, SharePoint, Novus, OnBase, ReloAccess, Kronos, Workday

Project Manager

Stratcom (Strategic Communications Inc.)
01.2018 - 04.2019
  • Managed and contributed to public and private sector research projects of varying complexity by applying appropriate quantitative and qualitative research methods.
  • Managed daily office operations and communication as first point of contact for all inquiries with interested stakeholders.
  • Marketed, launched, and managed focus group facility within Ottawa office.
  • Conducted outreach, organized meetings, and maintained relationships with key stakeholder groups to create a broad portfolio for the team while expanding internal responsibilities.
  • Monitored project progress and timelines and prepared status reports for internal and external stakeholders to assist with timely project delivery.
  • Verified all project deadlines to facilitate smooth workflow and maintain consistent deliverables.
  • Managed calendar and scheduled meetings and appointments with clients.
  • Prepared reports, presentation materials and agendas for all meetings and focus groups.
  • Recruited, trained, and mentored team of qualitative research hosts on company procedures.
  • Developed workflow procedures to ensure staff expectations are clear with regards to work performance.
  • Tracked appropriate performance objectives and measures to support team member and stakeholder satisfaction while maintaining operational excellence and cost effectiveness.
  • Provided logistical and administrative support to senior managers and directors.
  • Collaborated with IT team in updating office IT systems, AV software and equipment.
  • Managed accurate and up-to-date client contact lists within internal CRM database.
  • Prepared monthly reporting, banking and reconciliation of invoices to ensure timely payments.
  • Coordinated with external vendors and service providers as required.
  • Technical Environment - MS 365 Suite, Trello, Zoom, Zoho (CRM), DW Spectrum, Audio-Visual Recording Equipment

Project Manager

Nielsen
02.2015 - 11.2017
  • Managed and contributed to public and private sector research projects of varying complexity by applying appropriate quantitative and qualitative research methods.
  • Composed project bid proposals and supported stakeholder relationships on all projects.
  • Managed focus group facility and coordinated with external facilities for multi-city projects.
  • Monitored project progress and timelines and prepared status reports for internal and external stakeholders to assist with timely project delivery.
  • Coordinated project scheduling and resolved resource issues with internal cross-functional teams to maintain consistent deliverables.
  • Reviewed project status reports and communicated risks to senior managers and directors.
  • Recruited, trained, and mentored qualitative research hosts for both in role performance and next role career growth.
  • Established and maintained effective working relationships with all vendors and suppliers.
  • Executed and reconciled purchase orders to invoices to ensure accuracy.
  • Executed project close out requirements; maintained comprehensive records of invoices, client agreements, and other essential documents.
  • Database management and organization of project files, documents, and reports to maintain efficient access to key documents.
  • Technical Environment - MS Office Suite, Monday.com, Webex, Zoom, Skype, Focus Vision, SAP, Salesforce, Audio-Visual Recording Equipment

Shiatsu Massage Therapist

08.2005 - 12.2015
  • Managed a private alternative medicine business.
  • Provided alternative therapies to promote the health and wellness of procured clients.
  • Conducted diagnosis and treatment of clients utilizing methods based on Traditional Chinese Medicine and Japanese Shiatsu Massage Therapy.
  • Marketed, advertised, and promoted business through social media, community, and corporate events.

Education

Technical Diploma - Massage Therapy

Toronto
08.2005

Skills

  • Client relationship building
  • Critical thinking
  • Problem-solving abilities
  • Customer relations
  • Training and mentoring
  • Team building

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Support Manager - Remote

Sirva Worldwide Inc.
10.2019 - 11.2024

Project Manager

Stratcom (Strategic Communications Inc.)
01.2018 - 04.2019

Project Manager

Nielsen
02.2015 - 11.2017

Shiatsu Massage Therapist

08.2005 - 12.2015

Technical Diploma - Massage Therapy

Esther Samuel