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A results-driven Customer Experience Specialist with 12+ years of experience, including 8+ years in Customer Success, Project Management, and Event Services. Skilled in managing large-scale global events, including virtual and hybrid formats, and executing strategic marketing initiatives. Expertise in fostering long-term client relationships, optimizing service delivery, and driving revenue growth. Proven success in delivering innovative solutions that exceed client expectations. Experienced in client onboarding, training, and digital communication, with a strong foundation in operational excellence. Recognized for contributions at Social27, with accolades such as the All-Rounder award and multiple entries on the 'Wall of Fame'. Focused on supporting organizational growth and strategic objectives in senior leadership roles. Mobile:
PROFESSIONAL SUMMARY
Strategic Event Management and Leadership: Over a decade of experience in leading and executing large-scale events, from conception to post-event analysis, including high-profile global events like COP29 for UNFCCC, Microsoft, Google, Tektronix, and NCL, with a focus on seamless coordination and technological integration, including AI chatbots and mobile apps for COP29 to enhance participant engagement. Client Success and Relationship Management: Expertise in building and maintaining strong, long-term relationships with key enterprise clients such as the United Nations, Microsoft, Google, and Tektronix, driving client retention and satisfaction through effective client onboarding, while consistently increasing contract value and securing contract renewals. Revenue Growth and Strategic Cross-Selling: Drove $200,000 in additional annual revenue through effective cross-selling strategies, innovative service adoption, and identifying new revenue streams within existing accounts, achieving a 50% increase in contract value year over year. Project and Stakeholder Management: Skilled in managing complex projects with multiple stakeholders, ensuring timely delivery within budget, while delivering tailored solutions to client needs and collaborating with cross-functional teams to exceed project goals and align with market demands. Technology Integration and Marketing Automation: Proficient in leveraging event management platforms, CRM systems, marketing automation tools, and virtual event platforms to streamline processes, enhance client engagement, and improve operational efficiency, utilizing cutting-edge technology like AI and mobile applications. Cross-functional Collaboration and Innovation: Collaborated closely with marketing, sales, and product management teams to translate client insights into actionable strategies and product enhancements, fostering continuous improvement and market relevance.

Dedicated and results-driven professional with extensive experience in major incident management and escalation management. Proven track record of effectively managing critical incidents, coordinating cross functional teams, and resolving complex technical issues within demanding and high-pressure environments. Possesses excellent communication and leadership skills, capable of driving incident response, ensuring customer satisfaction, and maintaining business continuity. Adept at developing and implementing incident management processes, identifying areas for improvement, and driving continuous service improvement initiatives. Strong ability to build relationships with stakeholders, manage escalations, and provide strategic guidance to ensure effective incident resolution. Focused Project Manager adept at planning, directing and maintaining continuous operations in various departments. Experienced in directing manufacturing employees and keeping efficient production in accordance with quality standards. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance.

Results-driven Customer Success Manager with 8 years of experience in managing customer relationships, driving product adoption, and ensuring high levels of customer satisfaction. Proven ability to enhance customer engagement, reduce churn, and increase customer lifetime value. Skilled in strategic planning, data analysis, and leading cross-functional teams to deliver exceptional customer experiences.

Dynamic Project Manager with extensive experience at excelling in IT project management and strategic planning. Proven track record in EHR deployment and team mentoring, successfully leading cross-functional initiatives that enhanced operational efficiency and met critical deadlines. Adept at relationship management and crisis resolution, driving impactful results in high-stakes environments.

KAROLINE OUELLET

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Project manager & land developer

Manager's Assistant

Banquet Server, Bartender & Trainer

Manager, food & beverage

Food/Beverage Server

Server

Server

Banquet Server, food & beverage

Education

Accounting course -

Business course -

Computer Fundamentals -

Acting Program -

Reflexology Certificate -

Skills

References

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Manager's Assistant

Project manager & land developer

Manager, food & beverage

Food/Beverage Server

Server

Server

Banquet Server, Bartender & Trainer

Banquet Server, food & beverage

Accounting course -

Business course -

Computer Fundamentals -

Acting Program -

Reflexology Certificate -

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