Kym Wilson
Toronto,ON
Summary
Whether it is partnering with sales on a client need or directly servicing a client request, I thrive on providing the best customer experience. Proficient in using independent decision-making skills and sound judgment to positively impact company success. I've built trusted relationships by listening, asking good questions and following through on commitments.. To keep up with the demands, prioritizing tasks, tracking and organizing workload is critical when dealing with multiple and concurrent requests.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
TransUnion
01.2022 - Current
- Streamlined new customer onboarding processes by collaborating with Inside Sales, resulting in a 20% reduction in onboarding time and ensuring all necessary information was complete and submitted accurately.
- Successfully managed MSA renewals for existing clients, maintaining compliance standards and achieving a 95% renewal rate, thus securing long-term client relationships and revenue streams.
- Led the MSA 2020 project, overseeing its successful completion within the allocated timeframe and budget, resulting in enhanced operational efficiency and improved client satisfaction scores.
- Played a pivotal role in fostering client trust and loyalty by proactively anticipating client needs, addressing issues promptly, and providing comprehensive follow-up, resulting in a 30% increase in client retention rates.
- Active member of the Jedi Council, Social Committee, TU Beliefs
Customer Service Coordinator (Contract)
Lorpon Labels
05.2021 - 01.2022
- Implemented a project planning framework and established clear deadlines for the production team, resulting in a 25% reduction in project turnaround time and increased client satisfaction.
- Conducted comprehensive quality reviews and order checks, ensuring 100% accuracy in order processing and reducing errors by 15%, thereby enhancing overall customer experience and loyalty.
- Facilitated seamless coordination of art files between customers and the art department, resulting in a 20% reduction in artwork approval time and improved communication efficiency.
- Collaborated with VIPs and Sales Managers to address contract changes and pricing issues promptly, resulting in improved client satisfaction scores and increased revenue from add-on sales.
Sales Support/Client Account Manager
Imprint Plus
07.2014 - 07.2020
- Managed a high volume of client inquiries, averaging 40-60 calls per day, resulting in a 25% increase in customer satisfaction ratings and strengthened client relationships.
- Coordinated meeting logistics and events, including budget management and travel arrangements, resulting in efficient event execution and positive feedback from stakeholders.
- Provided timely responses to client inquiries via email and maintained accurate records in the CRM database, resulting in improved communication efficiency and enhanced customer service levels.
- Actively engaged in new business development initiatives, including cold calling and lead generation, resulting in a 15% increase in sales revenue and acquisition of new accounts.
TRAVEL ADMINISTRATOR/RECEPTIONIST
Dome Productions-Bell Media
12.2017 - 12.2018
- Implemented an organized system for travel and vehicle expense coding, resulting in a 30% reduction in billing discrepancies and improved financial record-keeping.
- Managed office inventory and restocked supplies as needed, resulting in optimized inventory levels and cost savings of 10% annually.
- Provided administrative support to the Executive Assistant, including backup relief and assistance with special projects, contributing to the smooth operation of executive-level functions.
- Welcomed and assisted visitors, ensuring a positive experience and adherence to security protocols, resulting in improved visitor satisfaction and enhanced company reputation.
Education
Ontario College Advanced Diploma - Journalism And Communications Media
Mohawk College of Applied Arts And Technology
Hamilton, ON04.2002
Skills
- Strategic Planning
- Client Relations
- Microsoft Office Suite/CRM/SF Illuminate
- Strong ability to multi-task
- Excellent research & problem solving skills
- High degree of initiative, meticulous attention to detail
- Ability to work under pressure in demanding work environments
- Inter department collaboration
- Excellent communication skills both verbal and written
- Ability to learn new technologies quickly
- Excellent Organization and Time management skills
Accomplishments
Won at the TransUnion Belief Award - I act decisively and get things done at this years - Sales Kick Off 2024
Timeline
Customer Success Manager
TransUnion
01.2022 - Current
Customer Service Coordinator (Contract)
Lorpon Labels
05.2021 - 01.2022
TRAVEL ADMINISTRATOR/RECEPTIONIST
Dome Productions-Bell Media
12.2017 - 12.2018
Sales Support/Client Account Manager
Imprint Plus
07.2014 - 07.2020
Ontario College Advanced Diploma - Journalism And Communications Media
Mohawk College of Applied Arts And Technology
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