Summary
Overview
Work History
Education
Skills
References
Certification
References
Timeline
Generic

Katie Theriault

Douglas,NB

Summary

Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains, and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Success Team Lead

Cardata
Toronto, ON
01.2024 - Current
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Trained new staff in relevant processes and procedures.
  • Identified opportunities for process improvements, implementing changes when required.
  • Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
  • Held regular one-on-one coaching sessions with staff members to encourage personal development.

Customer Success Manager

Cardata
11.2022 - Current
  • Championed customer success initiatives, establishing and nurturing strong client relationships to ensure satisfaction and retention
  • Collaborated with cross-functional teams to identify customer needs and tailor solutions, resulting in a 20% increase in customer satisfaction
  • Led customer onboarding and training sessions to ensure optimal product utilization
  • Analyzed customer data to identify trends and proactively address potential issues, resulting in a 15% reduction in customer churn
  • Acted as a customer advocate, providing feedback to the product development team for product enhancements.

Customer Onboarding Specialist

Clio
08.2022 - 11.2022
  • Managed the onboarding process for new customers, ensuring a seamless transition to Clio's software and services
  • Conducted comprehensive product demonstrations and training sessions, equipping clients with in-depth knowledge of software features
  • Customized solutions to meet individual client needs, collaborating with clients to understand specific requirements
  • Worked closely with the sales and marketing teams to create onboarding materials and resources
  • Achieved a 98% customer satisfaction rating for the onboarding process.

Student Services Team Coordinator

UFred
01.2022 - 08.2022
  • Oversaw daily operations of the Student Services team, providing guidance and support to team members
  • Collaborated with academic advisors to ensure students received timely and accurate information regarding course registration and academic support services
  • Implemented process improvements, resulting in a 20% reduction in student inquiries and increased team efficiency
  • Organized and coordinated university events, including orientations and graduation ceremonies
  • Maintained student records, ensuring data accuracy and compliance with university policies.

Student Services Specialist

UFred
02.2020 - 01.2022
  • Provided front-line support to students, addressing inquiries and concerns related to admissions, financial aid, and academic policies
  • Assisted in developing and implementing student support programs to enhance the student experience
  • Conducted one-on-one advising sessions to assist students in academic and career planning
  • Collaborated with faculty and staff to identify and address student retention and engagement issues
  • Recognized for exceptional customer service and dedication to student success.

Administrative Assistant

Altus Group
03.2018 - 10.2019
  • Supported administrative needs of the office, including managing phone calls, scheduling appointments, and handling correspondence
  • Assisted in preparing financial reports and invoices, ensuring accuracy and timeliness
  • Coordinated office events and meetings, handling logistics for smooth execution
  • Managed office supplies and inventory, streamlining procurement processes and reducing costs
  • Provided administrative support to multiple departments, demonstrating flexibility and adaptability.

Global Reservations Specialist

Marriott International
12.2011 - 10.2016
  • Assembled and issued required documentation, including accommodation information and travel insurance policies
  • Made and confirmed reservations for transportation and accommodations, answering inquiries regarding schedules, accommodations, procedures, and policies
  • Planned routes, itineraries, and accommodation details, computing fares and fees
  • Prepared customer invoices and accepted payments, promoted travel services, and acted as a customer advocate
  • Developed strong organizational and time management skills in a fast-paced environment.

Education

Advanced Certificate - Psychological Health & Safety in the Workplace

University of Fredericton

Diploma - Business Administration

Eastern College

Skills

  • Customer Relationship Management
  • Customer Onboarding
  • Data Analysis
  • Communication and Presentation
  • Problem Solving
  • Process Improvement
  • Talent Acquisition
  • Coaching and Mentoring

References

Available upon request

Certification

  • Hubspot Sales Certified

References

References available upon request.

Timeline

Customer Success Team Lead

Cardata
01.2024 - Current

Customer Success Manager

Cardata
11.2022 - Current

Customer Onboarding Specialist

Clio
08.2022 - 11.2022

Student Services Team Coordinator

UFred
01.2022 - 08.2022

Student Services Specialist

UFred
02.2020 - 01.2022

Administrative Assistant

Altus Group
03.2018 - 10.2019

Global Reservations Specialist

Marriott International
12.2011 - 10.2016

Advanced Certificate - Psychological Health & Safety in the Workplace

University of Fredericton

Diploma - Business Administration

Eastern College

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Katie Theriault