Lacey Stewart
Ottawa,ON
Summary
Self-motivated, high-energy professional with a strong interest in continuous learning and providing exceptional and diverse client care. Career-oriented with strong technical skills and productive, efficient work habits. Regarded for providing compassionate care, ethical practice and always demonstrating clear and effective communication with both clients and co-workers.
Overview
13
13
years of professional experience
Work History
Support Team Lead
Fellow Insights
01.2020 - Current
- Oversee daily operations of the customer support department, including handling escalations, managing workloads, and optimizing workflows
- Design and conduct training sessions for new hires and existing team members
- Create, improve and implement departmental processes
- Monitor, analyze and implement team KPIs
- Answer customer support tickets and address complex or high-priority customer issues directly
- Work closely with product development, sales, and other departments to relay customer feedback
Implementation Specialist
Fellow Insights
01.2020 - Current
- Train clients to properly use the platform and ensure they are maximizing the value of the platform through education, best practices and creative set-up
- Deliver exceptional service, troubleshoot issues and ensure every client is satisfied with their onboarding experience
- Identify education and training gaps though regular ongoing interactions
- Create documentation and video tutorials though Zoom, Email, Slack and project tracking systems
- Collaborate in cross functional teams to improve overall client experience by providing product feedback, recommendations and escalations to other departments
- Create and implement new departmental processes
- Utilize tools like Hubspot, Stripe, Clickup, Asana, Zapier, Slack, Intercom, Confluence, Gsuite, MS365, Salesforce, Jira, etc
Virtual Assisting
Everly Virtual Solutions
01.2019 - 01.2022
- Transcribed various interviews and meetings
- Aided companies in process development and communications
- Create and manage content
- General project support, data collection and planning
- Content Marketing Specialist
Dental Hygienist
Orleans Orthodontics
01.2018 - 01.2020
- Conducted dental assessments and consulted with dentist on patient care
- Scheduling client appointments efficiently
- Diagnosing various customer issues and identifying potential solutions and delivering customer value
- Conducted and developed radiographs
- Promoting an environment with high customer intimacy and building strong rapports
- Instructed clients on oral hygiene procedures and intra/extra oral appliances
- Delivered various prevention methods and treatments
- Ie: Traditional braces, invisalign, retainers
- Sterilization center and integrating all IPAC regulations.
Office Administrative Assistant
Schmidt Realty Group
01.2012 - 01.2015
- Conducted dental assessments and consulted with dentist on patient care
- Scheduling client appointments efficiently
- Diagnosing various customer issues and identifying potential solutions and delivering customer value
- Conducted and developed radiographs
- Promoting an environment with high customer intimacy and building strong rapports
- Instructed clients on oral hygiene procedures and intra/extra oral appliances
- Delivered various prevention methods and treatments
- Ie: Traditional braces, invisalign, retainers
- Sterilization center and integrating all IPAC regulations.
Education
Advanced diploma - Dental Hygiene
Algonquin College
Ottawa, ON12.2018
Certificate - General Arts and Science, Pre-Health Sciences
Algonquin College
Ottawa, ON12.2015
Skills
- Process Documentation
- Content creation
- Tech Savy
- Efficient Learner
- Communication
- Creativity
- Strategic thinking
Volunteer Experience
- Youth Services Bureau
- St. Vincent’s Hospital
- Cornerstone Women’s Shelter
Timeline
Support Team Lead
Fellow Insights
01.2020 - Current
Implementation Specialist
Fellow Insights
01.2020 - Current
Virtual Assisting
Everly Virtual Solutions
01.2019 - 01.2022
Dental Hygienist
Orleans Orthodontics
01.2018 - 01.2020
Office Administrative Assistant
Schmidt Realty Group
01.2012 - 01.2015
Advanced diploma - Dental Hygiene
Algonquin College
Certificate - General Arts and Science, Pre-Health Sciences
Algonquin College
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