LUCY KOPIC
Vancouver
Summary
Dynamic leader with a proven record of building and empowering high-performing teams. Passionate about leadership, company culture, and delivering exceptional results while fostering collaboration and growth. Known for encouraging open communication and driving personal and organizational success. Skilled in strategic planning, problem-solving, and resource optimization to improve scalability and profitability. A natural relationship-builder with strong communication skills and a systematic approach to leadership, ensuring innovation and sustained success.
Results-driven leader with strong background in strategic management and organizational growth. Skilled in developing and implementing effective business strategies, optimizing processes, and driving team performance. Known for adaptability, effective collaboration, and delivering measurable outcomes in dynamic environments. Strong communication and problem-solving abilities, coupled with focus on fostering productive and positive team culture.
Overview
22
22
years of professional experience
Work History
Director- Customer Success
Travel Edge
12.2023 - 02.2025
- Increased customer retention to 96% for 2024 by designing and implementing effective success strategies.
- Collaborated cross-functionally with sales, marketing, and product teams to enhance product offerings based on customer feedback, leading to a 14% increase in product adoption.
- Achieved NPS of 88 by leading a high-performing group of customer success professionals.
- Established a customer health scoring system, enabling proactive identification of at-risk accounts, leading to a 7% improvement in retention rates.
- Supported the Implementation of Customer success technology (Dynamics CRM) o track engagement, identify trends, and drive continuous improvement in customer success processes.
- Drove 100% growth in participation within implemented reference and testimonial strategies.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
Team Leader- Customer Success ,Western Canada
Corporate Traveller
11.2019 - 12.2023
- Spearheaded growth initiatives for a team of four Customer Success Managers overseeing over 80 million dollars in client travel expenditure.
- Implemented strategies aligned with proven growth metrics.
- Displayed leadership and support capabilities with considerable independence in the Western market.
- Fostered strong relationships with Operations, Sales, and cross-functional teams.
- Executed strategic marketing initiatives to drive growth.
- Drove initiatives to maximize expenditure from Key Clients.
- Presenting new product, service, and technology solutions to clients.
- Implemented strategies fostering customer loyalty and encouraging referrals.
- Executed critical marketing projects.
- Managed key projects for client engagement.
Customer Success Manager / Future Team Leader Customer Success
Corporate Traveller
02.2016 - 11.2019
- Oversaw client portfolio totaling $35 million in travel expenses.
- Played vital role in enhancing team's growth in Western Canada.
- Facilitated organizational buy-in, optimized workflows and enhanced team development.
- Recognized and promoted potential for higher investment from Key Clients.
- Implemented strategies to enhance business retention and referral incentives
- Drove essential promotional efforts.
- Spearheaded significant customer projects.
- Drove initiatives for continuous program evolution and success.
Manager / Team Leader
Corporate Traveller
09.2002 - 04.2016
- Led a team of 4-5 travel professionals.
- Oversaw $4.5 million Corporate Travel portfolio for various small to medium-sized businesses.
- Continuously outperformed targets for customer service.
- Continually met and exceeded sales goals.
- Optimized financial resources with refined budget planning and forecast evaluations.
- Provided mentorship to enhance skills and knowledge of juniors.
- Developed comprehensive business plan to facilitate growth.
Education
Bachelor of Arts - Psychology
Wilfrid Laurier University
Waterloo, ON01.2000
Skills
- Team Leadership
- Strategic Issue Resolution
- Stakeholder Collaboration Skills
- Proficient in CRM Software
- Conflict Resolution Expertise
- Collaborative Teamwork
- Customer Loyalty Enhancement
- Proficient in Managing Transitions
- Relationship building
- Attention to detail
- Customer account management
- Staff training and development
Affiliations
Leadership Development Program
www.linkedin.com/in/lucy-kopic-customersuccess
Languages
Croatian
Native/ Bilingual
Timeline
Director- Customer Success
Travel Edge
12.2023 - 02.2025
Team Leader- Customer Success ,Western Canada
Corporate Traveller
11.2019 - 12.2023
Customer Success Manager / Future Team Leader Customer Success
Corporate Traveller
02.2016 - 11.2019
Manager / Team Leader
Corporate Traveller
09.2002 - 04.2016
Bachelor of Arts - Psychology
Wilfrid Laurier University
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