Ethan Sparkes
Waterloo,Ontario
Overview
7
7
years of professional experience
Work History
Manager (Acting), Client Success
University of Waterloo, WatSPEED
05.2024 - Current
- Primary collaborator from Client Success regarding marketing strategies, content development, and course operations for new and existing professional learning products at WatSPEED
- Responsible for collaboratively scheduling the seasonal rotation of established courses, new offerings, and corresponding production assistance
- Actively manage Client Success Advisors with ongoing course responsibilities while contributing to the development of new programs and initiatives
- Cross-trained existing employees to maximize and ensure team efficiency, effectiveness, performance, and quality
- Ongoing communication and collaboration with internal and external stakeholders (ex. University faculty, professional associations, corporate clients, and community partners) to ensure alignment and reach consensus on course operations, pedagogy, and business goals
- Knowledge in adult learning principles and their application within program contexts to effectively participate in discussions and decision making processes
- Direct experience and thorough understanding of Learning Management Systems (LMS)
- Support the facilitation of post-course surveys and provide feedback to the Program Management Specialist for continuous improvement of programs and courses
- Continuing to fulfill all responsibilities of the Assistant Manager position, as this has been vacant during my acting role
Assistant Manager, Client Success
University of Waterloo, WatSPEED
01.2023 - 05.2024
- Coach and mentor Client Success Advisors with daily tasks and escalated inquiries
- Onboarding, training, and weekly 1:1 meetings with Client Success Advisors to facilitate career growth and a positive work environment
- Manage the scheduling for production assistance with all existing programs at WatSPEED
- In collaboration with the Program Management Specialist, schedule offers in an ongoing fashion for new courses at WatSPEED
- Support the Manager of Client Success with scheduling established courses at WatSPEED
- Maintaining client and stakeholder relationships, marketing strategies, content development, and course operations for new and existing programs at WatSPEED
- Facilitation of live professional development workshops, info sessions, course sessions and webinars in collaboration with multiple stakeholders
- Maintain and nurture relationships with corporate clients to facilitate training for their organizations
- Recruited, interviewed and hired employees from a field of 80-100+ applicants from each hiring instance
Client Success Advisor
University of Waterloo, WatSPEED
05.2021 - 01.2023
- Advisor for the University of Waterloo's online Professional Development courses through our WatSPEED department
- Advise on which courses will best support a perspective client's needs based on their industry experience, career goal, and prerequisites required for certifications
- Oral and written communication with clients
- Live course production (hosting, introduction, facilitation of break out rooms, polling, live technical support) for virtual instructor-led courses and WatSPEED courses
- Interprofessional collaboration with University of Waterloo departments (ex. Engineering, Economics) and affiliated Universities for course delivery
Disability Case Manager
Sun Life
01.2020 - 04.2021
- Actively manage disability claims to empower the client in returning to their role at work, or provide the tools necessary for them to pursue a new career should they be permanently disabled
- Conduct frequent phone interviews to obtain information that will inform the development and maintenance of outcome-focused case management plans
- Create individualized goal-oriented plans that maximize clients unique skills, education, and interests if a change in occupation is necessary
- Build and maintain strong relationships with clients using an empathetic approach, and by creating a safe space for collaboration during vulnerable periods of time
- Work collaboratively with insured employees, policy owners, lawyers, health care practitioners and other stakeholders to obtain information, provide claim status, create action plans, and provide verbal and written decisions while maintaining confidentiality and privacy
- Liaison between plan members and treatment providers to empower the members in their own recovery journey
Scheduling Manager
Waterloo Girls Minor Hockey
07.2019 - 03.2020
- Responsible for scheduling games and practices for all 32 teams within the Ravens Hockey Organization
- Daily communication via phone and email with the coaches and the city staff to effectively purchase ice, create teams’ schedules, and keep track of permits and billings to ensure financial responsibility for the organization.
Content Analyst
HockeyTech
07.2017 - 01.2020
- Management of the Rinknet scouting database for NHL, NCAA and CHL scouts
- Attend large scale hockey events & tournaments year round for networking, brand awareness, product promotions & data tracking
- Research oriented work that is based around being able to prioritize and manage work loads effectively
- Daily communication with clients via phone and email for updates on league specific changes such as rosters, schedules, trades, injuries, stats etc.
- Assisted with broadcast operation during the launch of HockeyTV product
Education
Bachelor of Arts - Kinesiology
Wilfrid Laurier University
Waterloo, ON04.2017
Skills
- Interprofessional Collaboration with Internal and External Stakeholders
- Critical Thinking & Strategy Development
- Exceptional Communication (Written and Oral)
- Organization, Time Management & Deadline Accuracy
- Project Management and Coordination
- Relationship Management and Development
Timeline
Manager (Acting), Client Success
University of Waterloo, WatSPEED
05.2024 - Current
Assistant Manager, Client Success
University of Waterloo, WatSPEED
01.2023 - 05.2024
Client Success Advisor
University of Waterloo, WatSPEED
05.2021 - 01.2023
Disability Case Manager
Sun Life
01.2020 - 04.2021
Scheduling Manager
Waterloo Girls Minor Hockey
07.2019 - 03.2020
Content Analyst
HockeyTech
07.2017 - 01.2020
Bachelor of Arts - Kinesiology
Wilfrid Laurier University
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