Summary
Overview
Work History
Education
Skills
Certification
Timeline
Languages
Marquez McBride

Marquez McBride

Calgary,Alberta

Summary

Customer Support Specialist with 8+ years of experience delivering breakthrough results in challenging environments. Proven track record resolving complex customer issues with empathy and precision while mastering new systems rapidly. Recently resolved 70+ Salesforce cases in the first week, navigating the platform while simultaneously learning Payrix, Worldline, and Talkdesk platforms. Consistently recognized for building trust under pressure, de-escalating tense situations, and collaborating across teams to improve customer experiences long-term.

Overview

8
8
years of professional experience
1
1
Certificate

Work History

Customer Support Associate (Contract)

Lillio (HiMama)
04.2025 - 05.2025
  • Provided real-time support to educators, directors, and parents during peak onboarding season
  • Resolved 70+ complex Salesforce cases within first week using admin panel to replicate accounts and investigate issues while mastering Payrix, Worldline, and internal admin tools
  • Collaborated directly with Product and Engineering teams to identify bugs and streamline internal processes
  • Maintained 100% customer satisfaction score, earning 4 perfect CSAT reviews within first 7 days of using Salesforce platform and achieved daily improvement through rapid adaptability during intensive training period

Registered Massage Therapist

Massage Heights
10.2024 - 03.2025
  • "Achieved 85%+ client retention through personalized relationship building and anticipatory care planning"
  • "Increased membership sales by understanding individual client needs and customizing treatment approaches"
  • Generated 25% of new business through client referrals based on exceptional service delivery

English Language Teacher

Western International School
03.2022 - 02.2023
  • Developed and delivered engaging ESL curriculum tailored to diverse student skill levels and learning styles in international setting

Youth Worker

Covenant House International
02.2020 - 02.2022
  • Awarded Rookie of the Year for increasing youth engagement and program retention rates in high-stress homeless shelter environment
  • Led intake processes and trauma-informed support for at-risk youth entering residential care programs
  • De-escalated crisis situations and coordinated multi-disciplinary case plans for sustainable outcomes

Team Lead, Behavioral Support Specialist DAFRS

DAFRS
10.2017 - 01.2020
  • Promoted to Team Lead within six months in first role in the field and specifically tasked with training new hires in relationship-building methodology
  • Achieved breakthrough connection with high-needs nonverbal client experiencing multiple daily self-injurious incidents
  • Developed innovative relationship-first approach focused on connection, support, and demonstrating safe presence leading to rapid rapport and improvement in client engagement
  • Reduced client behavioral incidents by 90% from multiple daily to few monthly occurrences
  • Supervised six staff members, led crisis intervention protocols, and served as peer mentor for client behavioural modification plan alignment and sucess

Education

Diploma - Registered Massage Therapy

Professional Institute of Massage Therapy, Calgary
08-2024

Associate of Arts - Social Service Worker

Seneca College of Applied Arts And Technology, King City, ON
08-2017

Skills

    Customer Support: Phone, email, chat (first-contact resolution)
    Technical Mastery: SaaS onboarding, billing systems, CRM navigation
    Problem Solving: ACH returns, payment failures, root cause diagnosis
    Communication: Text Blaze templates, knowledge base creation, cross-team alignment

    Support Platforms: Salesforce, Talkdesk, Slack, ticketing workflows
    Billing & Payments: Payrix, Worldline, ACH processing, dispute resolution
    Documentation: Help articles, internal SOPs, customer communication templates
    Collaboration: Product feedback, bug escalations, workflow improvements

Certification

  • CPR/AED/First Aid – Canadian Red Cross
    Issued Mar 2024 · Expires Mar 2027
  • Teaching English as a Second Language – The TEFL Academy
    Issued Feb 2022
  • Crisis Prevention Implementation – wm+a, AlphaBee
    Issued Aug 2021
  • Nonviolent Crisis Intervention – Nonviolent Crisis Intervention Institute
    Issued Apr 2020
  • Advanced Trauma Informed Care – Covenant House Toronto
    Issued Feb 2021

Timeline

Customer Support Associate (Contract) - Lillio (HiMama)
04.2025 - 05.2025
Registered Massage Therapist - Massage Heights
10.2024 - 03.2025
English Language Teacher - Western International School
03.2022 - 02.2023
Youth Worker - Covenant House International
02.2020 - 02.2022
Team Lead, Behavioral Support Specialist DAFRS - DAFRS
10.2017 - 01.2020
Professional Institute of Massage Therapy - Diploma, Registered Massage Therapy
Seneca College of Applied Arts And Technology - Associate of Arts, Social Service Worker

Languages

English
Native or Bilingual

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Marquez McBride