Summary
Overview
Work History
Education
Skills
Websites
Certification
Work Availability
Quote
Timeline
Generic
Kayleigh Smith

Kayleigh Smith

Sault Ste Marie,Ontario

Summary

Customer success manager with 12 years’ experience in customer facing roles. Strong leadership experience in professional setting.

Key achievements include:

  • In the first 2 months at ProNavigator, cleaned up 8-month customer follow up backlog.
  • Authored and implemented all customer facing training manuals in both English and French, adopted by entire customer success department.
  • Became go to staff member for all bilingual related assistance, and industry specific product feature requests from high value customers, earning regular compliments, and improving customer interactions

Overview

15
15
years of professional experience
1
1
Certification

Work History

Senior Customer Success Manager - Bilingual

ProNavigator
Sault Ste. Marie, ON
03.2021 - 12.2022
  • Strengthened business, technical and product knowledge process following closed sale, increasing overall efficiency of sales to customer success handoff by 87%
  • Directed 45 mid-market high touch accounts and introduced business, technical and product knowledge to retain existing relationships and grow share of business. This included regular virtual meetings with clients ranging from formal quarterly business reviews, monthly meetings, and end user training.
  • Coordinated approximately 500 customers with onboarding and product setup to foster successful adoption and usage.
  • Conducted periodic user training sessions to support customer understanding and product feature utilization, increasing feature adoption by 25% in first month.
  • Defined customer support strategies and launched quality assurance practices for each phase of development to increase customer retention by 75% in quarter.
  • Revamped compelling presentation decks to gain approval for ideas and communicate results; additionally this would include sales presentations for clients to demonstrate success, and credibility of features, improving overall feature adoption by 50%
  • Created and maintained comprehensive customer success documentation, for internal and external use for, including analytical reports that were shared with key stakeholders to provide insight into customer success, maintaining renewal rates at 90%.

Bilingual Technical Support Specialist

Ontario Lottery and Gaming
Sault Ste. Marie, ON
01.2015 - 02.2021
  • Researching, analyzing, troubleshooting, and resolving or escalating all problems/complaints received daily from internal and external customers/retailers on LOG products, services, promotions.
  • Accurate documentation of all incidents and activities in appropriate systems in timely manner adhering to Freedom of Information and Privacy legislation
  • Maintaining open relationships with all departments within Lottery Business Unit, Gaming partners and third-parties such as NCR and Rogers.
  • Completed more than 100 calls per day by following scripts and maintaining good call control.
  • Continuously met or exceeded daily service quality and
  • Interacted with network services, software systems engineering, and applications development to restore service and correct core problems.
  • Evaluated problems with applications, workstations, servers, and network components to serve customers and manage technical questions.
  • Oriented staff to new equipment and systems, providing live demonstrations and answering questions.
  • Guided users through detailed hardware installations and technical fixes via phone call, email, and live chat.

Executive Assistant to Chairman and CEO

Ottawa Corneal Donation Program ( Non Profit)
Ottawa, ON
01.2008 - 01.2016
  • Managed over 40 personal and business calls daily, as well as multiple emails. Initiated actions to appropriately respond; which included delegating to appropriate individual, or department.
  • Establish professional relationships with all hospitals in Ottawa and outlying areas as well as Interacted with clients to provide information and solve problems.
  • Updated standards and safety regulations in conjunction with Health Canada
  • Set up new office procedures to increase productivity, improve workflow, and avoid task duplication.
  • Maintained all scheduling for staff of 10 people (on call)
  • Maintained Statistical analyses for Corneal Program Reported to senior officials and produces reports in regards to program
  • Managed complex calendars and logistics for travel and on-site meetings.
  • Scheduled meetings and conference calls, including planning and set-up, agenda preparation, and minutes documentation.

Personal Lines Insurance CSR

All Risks Insurance
Sault Ste Marie, ON
01.2013 - 01.2015
  • Evaluated competitors' products and services to gain competitive advantage.
  • Worked effectively with clients to educate on insurance policies and procedures.
  • Researched and identified potential new market, bringing in 5% new business monthly.
  • Supplied comprehensive product knowledge and guidance to help clients on product selection.
  • Nourished customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Maintained effective partnerships with insurance company representatives and underwriters to expeditiously process paperwork and resolve concerns.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Insurance Underwriter

Intact Financial Corporation
Ottawa, ON
07.2012 - 11.2013
  • Inspected and underwrote complex new business, renewals, endorsements, and cancellations.
  • Rated personal lines risks using prescribed rates and premiums.
    • Nurtured and influenced profitable portfolio of business with over 6000 policies in force.
  • Connected with approximately 13 brokerage accounts to make businesses more competitive and create amazing experiences for customers as well as cultivate new business
  • Executed final determination to either approve or deny request for insurance.
  • Kept fair mix of risk and mitigation, helping company maintain robust revenue stream without taking on too much risk.

Insurance Claims Adjuster

Intact Financial Corporation
Ottawa, ON
01.2009 - 07.2012
  • Established relationships with over 400 clients and dozens of insurance companies to foster timely claims resolution.
  • Obtained Certification and Trained Claims Service Centre (ESC) schooling through intact insurance
  • Managed over 300 claims (out of country and province) in case load.
  • Completed liability investigations by interviewing involved parties and reviewing police reports and photos.
  • Collaborated with appraisal and salvage professionals to facilitate resolution of vehicle damage.
  • Identified suspicious losses and contacted manager for investigative assistance
  • .Mitigated risks and increased profitability with well-developed strategies for reducing future claims and costs.

Education

Certificate - Leadership And Management

Shaw Academy
Online- Virtual
01.2021

Certificate - Project Management

Shaw Academy
Online - Virtual
10.2020

Basic Training Diploma - Health Sciences

Algonquin College
Ottawa, Ontario
06.2008

Skills

  • Interdepartmental Collaboration
  • Sales Cycle Management
  • Account Management
  • Technical Integration
  • KPI Monitoring
  • Effective Customer Communication
  • Revenue Growth
  • Renewal Opportunities
  • Customer Retention
  • Business Acumen
  • CRM Software
  • Quarterly Reviews
  • Staff Leadership
  • Process Improvement Initiatives

Websites

Certification

  • Customer Success Management
  • Customer Retention
  • Onboarding & Adoption Best Practices
  • Professional Networking
  • CompTIA Network + (N10-008)
  • Cybersecurity Foundations
  • IT Administration
  • IT Security Foundations
  • IT Service Management: ISO/IEC 20000-1
  • Server Administration- Essential Training
  • Salesforce for Admins
  • SAP ERP Essential Training
  • Six Sigma: Green Belt
  • Project Management Foundations
  • Scrum / Agile Methodologies

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Quote

Every problem is a gift—without problems we would not grow.
Tony Robbins

Timeline

Senior Customer Success Manager - Bilingual

ProNavigator
03.2021 - 12.2022

Bilingual Technical Support Specialist

Ontario Lottery and Gaming
01.2015 - 02.2021

Personal Lines Insurance CSR

All Risks Insurance
01.2013 - 01.2015

Insurance Underwriter

Intact Financial Corporation
07.2012 - 11.2013

Insurance Claims Adjuster

Intact Financial Corporation
01.2009 - 07.2012

Executive Assistant to Chairman and CEO

Ottawa Corneal Donation Program ( Non Profit)
01.2008 - 01.2016

Certificate - Leadership And Management

Shaw Academy

Certificate - Project Management

Shaw Academy

Basic Training Diploma - Health Sciences

Algonquin College

Similar Profiles

CREATE PROFILE
Kayleigh Smith