Open To Work
JENELL SANKEY
GetintheLoop Marketing
Kelowna,BC
23
Years of experience
Results-driven Customer Success Leader with expertise in managing distributed teams across North America, India, and the Philippines. Led a 12-person customer success team and served as the operational partner for 80+ franchise locations. Developed scalable infrastructure and designed SOPs that enhance onboarding and reduce churn. Focused on aligning client needs with technical execution to drive customer retention and process efficiency.
Work History
Support Operations Director
7 Years 2 Months- Lead a data entry team in India, created a specific training playbook for their specific role.
- Lead a 12 person Customer Success team locally & Philippines for SMB's
- Mentored staff on operational procedures, client support, and workflow expectations.
- Scheduling team and new hire training
- Coordinated Franchise operations for 80+ franchisees - back end system set up, onboarding, tech support, system and ongoing product education, billing & remittances generation
- AR overdue invoice collections and custom invoicing
- Project Lead on Government Grant submissions on behalf of SMB's leading to grant approvals for use of GITL platform
- Created SOP's to navigate Meta set up connecting to GITLs proprietary system, cancellation processing post retention
- Created a knowledge base for client self-help
- Serve as a product subject matter expert during pre-sales engagements
- Collaborated with engineering on UI product testing for bug reporting.
Vendor Relations Manager
2 Years 9 Months- Organized vendor product meetings with new and existing vendors for new product rollout
- Trained sales staff on order entry system to enhance operational efficiency
- Monitored contract renewals and compliance requirements to reduce operational risk and maintain continuity.
- Reduced costs for the organization by negotiating favorable contracts with vendors.
- Sales Rep vacation coverage providing quotes, samples and follow-ups
Customer Service Director
12 Years- Lead Service teams in Richmond, BC and Abbeville, SC
- Developed Processes & Playbook for Customer Service team
- Built strong relationships with multi-line sales to support business development opportunities and improve service.
- Directed customer service operations, aligning response standards with sales, production, and shipping teams.
- Developed and maintained trusted relationships with distributors
- Attended, Coordinated logistics and preparation for trade show events to maximize company visibility.
- Managed showroom activities to enhance customer experience and product presentation.
- Fulfilling departmental staffing needs, onboarding and ongoing training
- Managed escalations within service team and accounts to facilitate effective resolution and enhance customer satisfaction
- Supported other departments to ensure timely completion of invoicing, production and shipping during peak times
Education
No Degree - Business
Completed Coursework:
- Intro to Accounting
- Business law
- Intro to Marketing
- Supervisory Skills
Skills
Project Management
Multi-Team Management
Relationship Building
Critical Thinking
Prioritizing
Training
Hubspot
Zendesk
Google Suite
Gemini
Chat GPT
Xero
Chargebee
Canva
Figma
Slack
Beamer
Confluence
Tableau
Meta Business Suite
Interests
I get excited about taking on projects that require me to reach beyond my current skillset.
I take pride in passing on my knowledge to others allowing them to thrive in their role and with our product.
I enjoy participating in Trail Running and Gym workouts that push my comfort level to achieve my goals and for overall physical and mental well-being.
Timeline
Support Operations Director
GetintheLoop Marketing
09.2019 - CurrentRead More
Vendor Relations Manager
Image Group
04.2015 - 01.2018Read More
Customer Service Director
Kanata Blanket and Protowels
01.2004 - 01.2016Read More
British Columbia Institute of Technology
No Degree from Business
Read More