Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
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Lindsay Kelsall

Calgary

Summary

Dynamic Client Success Specialist with a proven track record at Headversity, excelling in client onboarding and relationship building. Leveraged CRM expertise to enhance customer satisfaction and retention, consistently surpassing performance targets. Adept at communication and problem-solving, fostering loyalty through tailored solutions and proactive account management.


Overview

16
16
years of professional experience
1
1
Certification

Work History

Client Success Specialist

Headversity/ Respect Group
08.2013 - 06.2025
  • Implemented effective communication strategies for improved client relationships and retention rates.
  • Assisted clients in achieving their goals by developing customized success plans and monitoring progress.
  • Consistently exceeded performance targets by maintaining a proactive approach towards client account management.
  • Collaborated closely with sales team to identify upselling opportunities and expand existing accounts.
  • Enhanced client satisfaction by promptly addressing concerns and providing tailored solutions to their needs.
  • Demonstrated expertise in product knowledge, assisting clients in optimizing the value derived from their investments.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Created invoice requests based on program usage, updated accounts, and maintained detailed records in HubSpot
  • Worked collaboratively to transfer several hundred workplace client records from Capsule to HubSpot

Program Assistant, Arts & Design

Continuing Education, Mount Royal University
03.2009 - 08.2013
  • Responded to prospective and current student inquiries about our programs (via email, phone and in person)
  • Assisted the Program Coordinator in developing new revenue-generating courses for our programs
  • Met with new instructors to discuss their needs and show them their classroom and other important locations on campus
  • Prepared customized packages for instructors (which included the ordering of supplies, printing of the class syllabus, handouts, attendance sheets, and instructor evaluations)
  • Typed up the student evaluations of the instructors to be shared with the instructor and the Program Coordinator (after the course ended)
  • Assisted the PC with the scheduling of classes for each new semester
  • Ensured all courses were running smoothly, and assisting with any issues

Education

PGDE Primary - Primary Education

Glasgow University
Glasgow, Scotland
06-2006

Bachelor of Arts - English

York University
Toronto, ON
08-2005

Skills

  • Client onboarding
  • Customer relationship building
  • Customer service
  • Client advocacy
  • Communication
  • Time management
  • CRM software (HubSpot and Capsule)
  • Microsoft 365 (including Outlook, Word, Teams and Excel)
  • Slack

Languages

English
Native or Bilingual

Certification

Online Certifications Through Respect Group:

  • Respect in the Workplace
  • Respect in Sport for Activity Leaders
  • Respect in Sport for Parents
  • Respect in School

Online Certifications Through Headversity:

  • Respect in the Workplace (CERT)
  • Mental Health Foundations (CERT)
  • Mental Health Foundations for Leaders (CERT)
  • Psychological Health & Safety (CERT)

Timeline

Client Success Specialist

Headversity/ Respect Group
08.2013 - 06.2025

Program Assistant, Arts & Design

Continuing Education, Mount Royal University
03.2009 - 08.2013

PGDE Primary - Primary Education

Glasgow University

Bachelor of Arts - English

York University

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Lindsay Kelsall