KRISTEN D'ABREU
Toronto,ON
Summary
Dynamic customer service and technology leader with over 14 years of experience, known for implementing innovative customer success strategies that enhance retention rates. Proven expertise in utilizing analytics to spearhead continuous process improvements while driving stakeholder engagement and advocacy. Committed to delivering exceptional customer experiences through effective account management and strategic initiatives.
Overview
15
15
years of professional experience
Work History
Director, Customer Support & Educational Services
Pearson Online Learning Services
10.2019 - 04.2024
- Accountable for recruitment, training, performance management, and leadership of customer support advisors, education specialists, retention managers, and associate directors across North America
- Monitored customer experience and feedback across a high-profile portfolio of clients
- Fostered relationships with key external stakeholders and vendors, launching successful online programs
- Advised in the development of Salesforce journey mapping and 1:Many communications for the overall customer success strategy
- Defined and implemented KPIs, achieving a 10% increase in weekly average employee-customer engagement times
- Streamlined support operations, leading to a reduction in response times and enhanced service quality
- Presented comprehensive data analyses on customer satisfaction metrics, leading to system enhancements and effective resource allocation
- Partnered closely with Finance and IT departments on budgeting, forecasting, and contracting processes
- Strong technical proficiency in multiple applications including Microsoft Dynamics, Salesforce/SFMC, Tableau, ExactTarget, Conversica AI, NICE CXOne, Observe AI, Textel, Customerville, Signal Vine, Vidyard, and customized SIS and LMS (Moodle, BBL, D2L, Canvas)
Director, Customer Support & Retention Management
Pearson Online Learning Services
05.2017 - 10.2019
- Led a team of retention experts and specialists, with a strong focus on KPIs including ARPC, LTV and satisfaction
- Collaborated on cross-functional initiatives, aligning objectives between Business Development, Marketing, Sales, and Instructional Design
- Spearheaded strategic engagement initiatives such as Conversica AI pilot launch and roll-out, boosting customer retention and revenue growth through data-driven improvements
- Conducted comprehensive data analyses on customer retention metrics, using predictive modeling to identify population risks and opportunities
- Improved internal operational processes on performance and reporting accuracy, impacting forecasting and budgeting practices
Associate Director, Retention Management
Pearson Online Learning Services
06.2012 - 05.2017
- Managed daily operations in retention services, consistently exceeding quality standards
- Developed standard operating procedures and enhanced operational processes
- Designed and implemented targeted training programs to upskill staff, boosting team productivity
- Collaborated in cross-functional projects with Marketing and Sales to generate new leads and retain existing clients
- Introduced and drove adoption of new products and services to existing clients
- Conducted thorough data analyses from customer surveys, pinpointing key areas for programmatic improvement
Program Manager, Customer Support Services
Pearson Online Learning Services
08.2009 - 06.2012
- Led client meetings to align departmental objectives, managing relationships and expectations
- Worked together with stakeholders to determine existing pain points and develop solutions
- Established and nurtured trusting relationships, enhancing collaboration and information sharing
- Generated detailed KPI reports to track success, providing actionable insights
- Streamlined processes with internal Marketing and Sales teams, boosting operational efficiency
- Facilitated cross-departmental initiatives, collaborating closely with Instructional Design
- Created documentation, training resources, and process maps for all programs within assigned portfolio
Success Advisor, Customer Support Services
Pearson Online Learning Services
04.2009 - 10.2009
- Led new user orientations both in-person and virtually, enhancing onboarding efficiency
- Ensured all customer requirements were met, delivering outstanding customer service
- Monitored key customer metrics and patterns to preemptively address potential issues
- Maintained accurate customer records, upholding data integrity and adhering to legal standards
- Built strong relationships with customers and stakeholders to foster a supportive environment
- Analyzed customer data to pinpoint progression barriers, facilitating timely interventions
Education
Certificate in Adult Education And Staff Training
Seneca College of Applied Arts And Technology
Toronto, ON06-2015
Bachelor of Arts - Psychology
York University
Toronto, ON05-2008
Courses
Skills
- Customer relationship management
- Data analysis
- Salesforce optimization
- KPI development
- Operational efficiency
- Budget forecasting
- Performance management
- Process improvement
- Staff development
Timeline
Director, Customer Support & Educational Services
Pearson Online Learning Services
10.2019 - 04.2024
Director, Customer Support & Retention Management
Pearson Online Learning Services
05.2017 - 10.2019
Associate Director, Retention Management
Pearson Online Learning Services
06.2012 - 05.2017
Program Manager, Customer Support Services
Pearson Online Learning Services
08.2009 - 06.2012
Success Advisor, Customer Support Services
Pearson Online Learning Services
04.2009 - 10.2009
Certificate in Adult Education And Staff Training
Seneca College of Applied Arts And Technology
Bachelor of Arts - Psychology
York University
Courses
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