Janine Marais
Campbell River,BC
Summary
Dynamic professional with experience spanning training delivery, customer service, and IT service desk operations. Skilled in program development, stakeholder engagement, and communication, with a strong ability to enhance team performance and operational efficiency. Proven background in IT service management, including incident handling, escalation management, and first-line technical support in fast-paced environments. Detail-oriented and highly organized, with strong project and time management skills, capable of managing multiple priorities while maintaining service quality. Recognized for a proactive approach to problem-solving, process improvement, and delivering consistent support to both internal teams and external clients.
Overview
18
18
years of professional experience
Work History
Regional Trainer
Broadstreet Properties Ltd
Campbell River, BC
08.2023 - Current
- Developed and delivered training programs to enhance staff performance and operational efficiency.
- Collaborated with management to identify training needs and improve existing training materials.
- Implemented onboarding processes for new hires, ensuring alignment with company policies and culture.
- Evaluated training effectiveness through assessments and feedback, refining programs as needed.
- Designed interactive workshops utilizing adult learning principles to engage participants effectively.
- Monitored industry trends to keep training content relevant and aligned with best practices in property management.
- Contributed to company growth by supporting the onboarding process for new hires through effective regional training programs.
- Conducted regular assessments of participant progress throughout each course offering, identifying any areas requiring additional attention or intervention.
- Served as a mentor to new trainers joining the team, providing guidance and support in their professional development journey.
- Established a culture of continuous improvement within the organization through regular evaluation and revision of training materials based on feedback from participants.
- Delivered high-quality training sessions, ensuring all participants acquired necessary skills and knowledge for their roles.
- Promoted a positive learning environment by fostering open communication between trainers, participants, and management teams throughout all phases of the program''s implementation process.
- Collaborated with subject matter experts to develop customized, role-specific curriculum for various departments within the region.
- Streamlined training processes for increased efficiency by collaborating with management to identify areas of improvement.
- Provided ongoing support to employees post-training session completion through follow-up communications and resources designed to reinforce learned concepts.
- Maximized participant engagement by incorporating real-life scenarios into training materials and exercises.
- Developed training modules in Yardi to support staff for [Type] knowledge-base updates.
- Provided coaching and mentoring to employees.
- Facilitated virtual, in-person and blended learning sessions.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Created and oversaw training programs for operations.
- Wrote training manuals for Broadstreet employees and according to strict company guidelines and Onboarding protocols.
Application Support Specialist
Broadstreet Properties Ltd
Campbell River, BC
07.2021 - 08.2023
- Led application support initiatives to enhance system performance and user satisfaction.
- Collaborated with cross-functional teams to resolve technical issues and streamline processes.
- Provided expert troubleshooting for software applications, ensuring minimal downtime.
- Developed training materials and conducted sessions for end-users on application functionalities.
- Analyzed user feedback to identify areas for improvement in application usability and accessibility.
- Mentored junior staff, fostering skill development and knowledge sharing within the team.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Provided training to end users on new and updated systems and software.
- Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Streamlined troubleshooting processes, leading to faster resolution times for end users.
- Played a key role in major system migrations by providing hands-on technical assistance throughout the planning and execution phases.
- Contributed to the successful implementation of new company-wide applications by assisting with requirements gathering, testing, documentation, training sessions.
- Improved customer satisfaction by providing timely and efficient support for various applications.
- Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
- Used Yardi to track, maintain and update trouble tickets.
- Mentored junior team members, contributing to their professional growth and overall team success.
- Enhanced application functionality by diagnosing and resolving software issues.
- Boosted efficiency through the development of custom scripts and automation tools for routine maintenance tasks.
- Conducted thorough root cause analysis on recurring issues, implementing long-term solutions that reduced support requests.
- Managed multiple high-priority projects simultaneously while maintaining a strong attention to detail and meeting strict deadlines.
- Collaborated with cross-functional teams to identify and implement system improvements, resulting in enhanced user experience.
- Established positive relationships with clients through clear communication, active listening, and effective problem-solving skills during support interactions.
- Interacted with clients to resolve issues and answer software-related questions.
- Prepared in-depth reports for each project managed and updated documentation as changes occurred.
- Ensured seamless application updates by coordinating with developers during release cycles, minimizing user impact.
- Achieved high levels of customer satisfaction through timely resolution of complex technical issues related to supported applications.
- Developed comprehensive user guides and training materials to facilitate successful application adoption.
- Actively participated in regular team meetings, offering valuable insights and suggestions for continuous process improvement.
- Demonstrated advanced knowledge of software delivery lifecycle and varied delivery methodology.
- Conducted and supported implementation delivery with client and internal departments.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
Client Services Representative
Broadstreet Properties LTD
Campbell River, BC
03.2021 - 06.2021
- Managed client inquiries, providing timely and accurate information to enhance satisfaction.
- Coordinated resolution of tenant maintenance requests, ensuring efficient service delivery.
- Assisted in processing lease agreements, maintaining compliance with company policies.
- Developed training materials for new representatives to streamline onboarding process.
- Utilized CRM systems to track client interactions and follow-up actions effectively.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained staff on operating procedures and company services.
Delivery Associate
Corporate Couriers Logistics
Campbell River, BC
10.2020 - 03.2021
- Optimized delivery routes to reduce delays and improve efficiency.
- Performed vehicle inspections and ensured safety compliance.
- Streamlined package handling, loading, and sorting to increase productivity.
- Communicated with dispatch and customers to ensure accurate, on-time deliveries.
- Adapted to changing conditions (e.g., weather, road closures) to maintain service reliability.
- Supported warehouse operations and mentored junior staff while maintaining high customer satisfaction.
School Bus Driver
First Student Group
Toronto, ON
10.2019 - 04.2020
- Ensured student safety by following traffic laws and transportation protocols.
- Conducted pre-trip inspections to maintain vehicle safety and reliability.
- Managed student behavior to promote a respectful, safe environment.
- Communicated with parents and school staff regarding transportation needs and issues.
- Optimized routes for efficiency and on-time arrivals.
- Maintained cleanliness and sanitation of the bus.
- Collaborated with staff on field trips and special events to ensure smooth operations.
- Completed ongoing training to stay current with safety standards and regulations
Service Controller
Brains II Solutions
Toronto, ON
10.2018 - 05.2019
- Managed service operations to ensure timely delivery and adherence to quality standards.
- Coordinated communication between clients and technical teams to resolve service-related issues efficiently.
- Developed and implemented process improvements that enhanced operational efficiency and customer satisfaction.
- Analyzed service performance metrics to identify trends and recommend adjustments for improved outcomes.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Maintained up-to-date customer contact information, enabling effective communication regarding account status and payment inquiries.
- Contributed to month-end closing procedures by preparing detailed accounts receivable aging reports for management review.
- Increased efficiency of collections efforts through development of targeted strategies for contacting delinquent accounts.
- Posted customer payments by recording cash, checks, and credit card transactions.
- Assisted in month-end closing procedures, ensuring accurate financial reporting.
- Followed up overdue payments and payment plans from clients to establish good cash flow.
- Tracked financial progress by creating quarterly and yearly balance sheets.
Service Delivery Coordinator
SmarPrint Inc
Toronto, ON
03.2016 - 01.2018
- Coordinated service delivery processes to ensure timely project completion and customer satisfaction.
- Managed client communications and escalations, fostering strong stakeholder relationships.
- Developed and maintained detailed service delivery documentation for operational efficiency.
- Implemented process improvements that enhanced service quality and reduced response times.
- Maintained a safe work environment by adhering to company policies as well as local regulations regarding the handling of potentially hazardous materials found in some printing applications.
- Streamlined inventory management by maintaining accurate records of parts used in repairs and replacements.
- Acted as liaison between clients, internal teams, service partners, and technical support in a client-facing environment
- Led client communications, resolving service issues and escalations.
- Managed service delivery operations, including work orders, system administration, reporting, and partner onboarding.
- Coordinated maintenance and repair requests, including dispatch, scheduling, follow-ups, quote preparation, and issue resolution.
- Oversaw post-service activities to ensure completion and client satisfaction.
- Maintained strong client relationships through daily communication via phone, email, and multiple systems.
- Prioritized and managed open work based on status, urgency, and aging.
- Collaborated with internal teams to address client needs, resolve issues, and identify opportunities.
- Coordinated with clients and service providers on system setup, access, training, and project support.
- Delivered reporting, data insights, and dispatch updates for assigned accounts.
- Led regular client calls to provide updates, review performance, and ensure alignment.
Service Controller (Team Lead)
Brains II Inc.
Toronto, ON
03.2012 - 07.2015
- Led national service operations as Team Lead – Service Controller, supporting a high-volume, manufacturer-independent IT maintenance environment.
- Acted as senior point of contact for clients, building relationships with stakeholders at all levels and ensuring consistent, high-quality service delivery.
- Directed end-to-end service call management across Canada for major accounts (e.g., CP Rail, Shoppers Drug Mart), from intake through resolution and closure.
- Managed and dispatched a nationwide network of field technicians, optimizing scheduling, utilization, and response times.
- Monitored technician performance, conducted follow-ups, and addressed service gaps to improve efficiency and customer satisfaction.
- Proactively managed aged tickets and led escalation handling, ensuring critical issues were resolved within SLA targets.
- Tracked and enforced Service Level Agreement (SLA) compliance, identifying trends and implementing process improvements to enhance performance.
- Served as acting manager in supervisor’s absence, overseeing team operations, prioritization, and decision-making in a fast-paced environment.
- Produced and analyzed daily and monthly operational reports, providing insights on call volume, resolution times, and service performance to leadership.
- Collaborated cross-functionally with internal teams and external vendors to coordinate equipment delivery, resolve service challenges, and support project execution.
- Liaised with third-party vendors to procure and deliver hardware to client sites, ensuring timelines and service expectations were met.
- Facilitated clear communication between clients, technicians, and internal teams to maintain alignment and ensure seamless service delivery.
- Maintained detailed records of customer interactions for reference in future support cases, ensuring consistency in issue resolution.
- Reduced response times by effectively prioritizing incoming support tickets based on urgency and complexity of the issue at hand.
- Diagnosed and troubleshot hardware, software and network issues.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
Client Services Manager
MediaWorld Toronto
Toronto, ON
01.2008 - 02.2012
- Managed digital marketing initiatives for small and mid-sized clients, including web, content, and social media campaigns.
- Acted as primary client contact, translating business goals into targeted marketing strategies and deliverables.
- Planned, executed, and optimized online campaigns to increase brand visibility, engagement, and lead generation.
- Managed website content, updates, and performance, ensuring alignment with SEO and branding best practices.
- Developed and scheduled social media content to grow audience reach and engagement.
- Analyzed campaign and website performance, providing insights and recommendations to improve ROI.
- Collaborated with design and development teams to deliver cohesive, client-focused marketing solutions.
- Managed multiple campaigns and client accounts in a fast-paced agency environment while meeting tight deadlines.
- Resolved client issues and refined strategies to maintain strong relationships and campaign effectiveness.
Education
Certified Training Professional (CTP) -
CCLM Canada
Campbell River, BC01-2025
High School Diploma -
Ontdekkers High
Johannesburg, South Africa12-1989
Skills
- Training program development, implementation & delivery
- Change management
- Service level and Project management
- Stakeholder relations
- Customer service training
- Organizational development
- Presentation skills
- Verbal and written communication
Languages
English
Native or Bilingual
Afrikaans
Native or Bilingual
Timeline
Regional Trainer
Broadstreet Properties Ltd
08.2023 - Current
Application Support Specialist
Broadstreet Properties Ltd
07.2021 - 08.2023
Client Services Representative
Broadstreet Properties LTD
03.2021 - 06.2021
Delivery Associate
Corporate Couriers Logistics
10.2020 - 03.2021
School Bus Driver
First Student Group
10.2019 - 04.2020
Service Controller
Brains II Solutions
10.2018 - 05.2019
Service Delivery Coordinator
SmarPrint Inc
03.2016 - 01.2018
Service Controller (Team Lead)
Brains II Inc.
03.2012 - 07.2015
Client Services Manager
MediaWorld Toronto
01.2008 - 02.2012
Certified Training Professional (CTP) -
CCLM Canada
High School Diploma -
Ontdekkers High