Kassandra Major
Manager of Platform Operations
Langley
Summary
Proven leader with a successful trajectory from Customer Success Manager to Manager of Platform Operations. Expert in optimizing client onboarding, cultivating high-performing teams, and driving strategic execution. Recognized for resolving operational incidents promptly, maintaining open communication, and enhancing overall platform performance. Results-driven professional with a focus on customer satisfaction, talent development, and operational excellence.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
Work History
Manager of Platform Operations
Unleashd (Formerly A Branch Of Absolute Results)
01.2023 - Current
- Oversaw the Onboarding and Support team, managing client onboarding and implementing effective support strategies..
- Successfully implemented two different help desks, enhancing support services and overall operational efficiency.
- Successfully executed strategic plans and utilized performance metrics to meet departmental objectives
- Managed and optimized daily operations, ensuring seamless functionality of the platform.
- Effectively managed and resolved operational incidents to minimize downtime.
- Actively contributed to continuous improvement initiatives, utilizing feedback loops.
- Communicated effectively with stakeholders to convey operational updates and improvements.
- Cross-trained existing employees to maximize team agility and performance.
- Demonstrated strong analytical and problem-solving skills to address operational challenges
- Provided leadership to ensure efficient task execution for seamless platform operations.
- Collaborated with cross-functional teams to enhance overall platform performance.
Customer Success Manager
Absolute Results
01.2020 - 01.2023
- Oversaw Onboarding and Support team, managing client onboarding, and implementing effective support strategies.
- Streamlined client onboarding processes, achieving a 45% reduction in average implementation time.
- Collaborated with the sales team for seamless customer transitions.
- Assisted customers with onboarding and product setup, fostering successful adoption.
- Managed and motivated employees, implementing streamlined processes for increased team productivity.
- Resolved disputes promptly, maintained open communication, and ensured high-quality service delivery.
- Enhanced customer satisfaction through proactive issue resolution and tailored solutions.
- Built a high-performing team through recruitment, onboarding, and talent development initiatives.
District Manager - Outside Sales
ADP Canada
05.2019 - 12.2019
- Partnered with financial institutions to identify gaps within their Payroll and HR Management.
- Presented to groups in financial institutions, highlighting the benefits of ADP and generating lead flow for their clients.
- Focused on working primarily with new business opportunities.
- Acted as a Time & Attendance Specialist, serving as a consultant to demonstrate the solution for all clients of Outside Sales Canada (East Coast to West Coast).
- Prospected for new business through outside sales calls, solicitation, networking and cold-calling.
District Manager
ADP Canada
11.2016 - 05.2019
- Established enduring client relationships, consistently exceeding expectations. Managed existing accounts, building and maintaining relationships, ensuring optimal utilization of ADP products.
- Demonstrated a strong sales attitude and excellent closing skills. Conducted demonstrations of SaaS products for clients and prospective clients.
- Achieved outstanding sales results, surpassing Quarterly Sales Plan by 138% in Q2 FY18. Recognized for exceptional performance with achievements of 168.3% of plan in November and 136% in April FY18. Successfully closed FY18 at 103.7% of sales plans.
- Conducted in-depth market research to stay informed about industry trends.
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
Inside/ Outside Sales Executive
Shredit
01.2016 - 11.2016
- Inside sales representative responsible for prospecting new clients and working with existing clients to sell them one-time secure shredding services
- Quickly promoted to the outside position to sell on going services due to high success rate in this role.
- Outside sale representative responsible for prospecting new clients and selling on going secure shredding services.
- Increased sales revenue by developing and maintaining strong relationships with key clients.
- Exceeded quarterly sales targets consistently through effective territory management and strategic planning.
Business Development Manager
Media Corp International
04.2015 - 09.2015
- Researched and generated leads based on core summit topics
- Engaging with potential clients to promote and secure sponsorships for B2B networking events through ticket sales.
- Increased client base by identifying new
- Delivered compelling sales presentations to prospective clients, highlighting the unique value proposition of our products and services.
Education
High School Diploma -
St. Charles College
Greater Sudbury, ONStudied Business And Economics
Cambrian College
Greater Sudbury, ON 09.2011 - 04.2013
Skills
- Project Management
- Onboarding Optimization
- Strategic Planning
- Operational Efficiency
- Stakeholder Communication
- Relationship Management
- Cross-Functional Collaboration
- SaaS Demonstrations
- Data Analysis
- Sales Target Surpassing
- Relationship Building
- Sales Communication
- New Business Development
- Team Leadership
- Training and Development
- Decision-Making
- Customer Satisfaction
- Change Management Process
- Cross-Functional Team Management
- Issue and Conflict Resolution
- Productivity Performance
- Time Management
- Negotiation
- Presentations and Demonstrations
- Persuasive Selling
- Product Recommendations
- Documentation and Recordkeeping
- Multitasking Strengths
References
Available upon request
Timeline
Manager of Platform Operations
Unleashd (Formerly A Branch Of Absolute Results)
01.2023 - Current
Customer Success Manager
Absolute Results
01.2020 - 01.2023
District Manager - Outside Sales
ADP Canada
05.2019 - 12.2019
District Manager
ADP Canada
11.2016 - 05.2019
Inside/ Outside Sales Executive
Shredit
01.2016 - 11.2016
Business Development Manager
Media Corp International
04.2015 - 09.2015
Studied Business And Economics
Cambrian College
09.2011 - 04.2013
High School Diploma -
St. Charles College
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