Summary
Overview
Work History
Skills
References
Languages
Timeline
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Ren Mackie

Summary

With a rich background spanning over 17 years in bilingual (En and Fr) customer-centric, administrative and executive management roles across a diverse number of industries, I've earned acclaim for exceptional organizational abilities and a sharp focus on detail as well as my adaptability. Skilled in Executive Support, Customer Success, Customer Experience and Journey as well as Operational Analysis and Research, I approach problem-solving and communication with a proactive, creative, and strategic mindset. I thrive on cultivating effective relationships and fostering a collaborative approach, consistently delivering high-quality results.

Overview

19
19
years of professional experience

Work History

Customer Success Manager

RLDatix
Remote
06.2024 - Current
  • Manage a large portfolio of customers in a SaaS environment.
  • Ensure customer satisfaction by effectively managing expectations and deliverables.
  • Serve as the primary point of contact, fostering strong relationships through timely communication via phone and email.
  • Configure and optimize applications based on customers' unique needs.
  • Coordinate application updates, including scheduling, implementation, and training on new features.
  • Conduct weekly touchbase calls to provide progress updates and act as a communication liaison between RLDatix teams and customers.
  • Develop agendas and lead regular customer meetings to address goals and concerns.
  • Create customized written training documentation tailored to customer requirements.
  • Design training materials and deliver live training sessions to clients.
  • Collaborate with cross-functional teams, including Product Management, Application Support, Technical Support, and Implementation Services.
  • Assist various teams with troubleshooting, investigations, general inquiries, and project scoping.
  • Maintain comprehensive client summaries, outlining assets, contacts, and individual statuses for use across teams such as Implementation, Sales, and Customer Service.

Patient Success Specialist

PurposeMed
Remote
01.2023 - 09.2023
  • Builds trust and connections to serve as a strong advocate for both patients and providers;
  • Recognizes opportunities for enhancement of patient experience and operational efficiencies through direct communication with patients and hands on research;
  • Conceptualizes, pilots and executes innovative ideas and workflows to optimize patient onboarding, with emphasis on the reduction of friction points to mitigate patient churn;
  • Works collaboratively across Executive, Growth, Marketing, Operations, Product, and Design teams to introduce new processes, modify workflows, and enhance overall efficiencies;
  • Identifies opportunities to enhance patient retention, evaluates proposed ideas, and implements effective impact plans
  • Establishes a thorough copy database for Zendesk Help Centers by researching and identifying pain points through various channels, thereby minimizing patient confusion and frustration and consequently decreasing outreach volumes for our Patient Care teams
  • Conceptualizes and develops various branded forms and documents to facilitate the patient journey and enhance patient retention
  • Remote

Clinical Support Specialist

PurposeMed
Remote
01.2022 - 01.2023
  • Acts as administrative liaison between patients and clinicians;
  • Maintains accurate and current patient records;
  • Liaises with laboratories and hospitals nation-wide;
  • Manages appointments in Acuity and Juno EMR
  • Shares feedback and insights with operations lead and manager to ensure continuous improvement of patient and provider experience;
  • Adapts to and supports changes in workflows and process improvements;
  • Engages with patients via email, phone or text to resolve inquiries and address concerns;
  • Generates tailored lab requisitions as well as other documentation according to patient requirements and facilitates their transmission as needed
  • Remote

Administrative Assistant

Dynacare
Ville St-Laurent, Canada
08.2019 - 08.2020
  • Provides administrative support to the Operations Director for the Quebec region as well as Laboratories, Specimen Processing, LHSC and Customer Service Managers.;
  • Prepares daily, weekly and monthly Laboratory and Quality Assurance statistics;
  • Prepares Private Corporate Client weekly, monthly and quarterly reports;
  • Creates graphs, charts and other visual data representation as needed;
  • Prepares invoices for approval and payment and processes invoices using SAP Concur;
  • Liaises with suppliers and hospitals and maintains database of all invoices
  • Tracks budget and expenditures for main laboratory as well as all health center locations throughout the province;
  • Maintains database for all internal and external incidents and complaints (CAPA);
  • Ensures all licenses and accreditations on file for Medical Consultants are up to date and coordinates acquisition of documents as needed;
  • Coordinates and acquires Microbiology and Biochemistry licenses and permits for all Quebec locations;
  • Quotidianly completes MADO forms (maladies à déclaration obligatoire) and transmits them to the appropriate DSPQ regional offices;
  • Modifies and updates SOP documents (Standard Operating Procedures) in Intellect and ensures employee training on updated SOP documents;
  • Coordinates Health and Safety Committee meetings, prepares agendas and takes minutes;
  • Coordinates Employee Committee meetings, prepares agendas and takes minutes;
  • Provides written translations for internal and external correspondence as well as marketing materials;
  • Coordinates and manages travel and hospitality (via SAP Concur as well as direct);
  • Organizes employee events and fundraisers;
  • Maintains inventory of and acquires office supplies;
  • Manages inbound and outbound mail;
  • Enters employee time sheets for laboratory, specimen processing and customer service departments;
  • Greets clients and visitors and directs them accordingly
  • Ville St-Laurent, QC & Remote

Executive Assistant (AS-01)

Service Canada
Montréal, Canada
01.2016 - 10.2017
  • Provides program and administrative support to the Director of Planification, imputabilité et conseils stratégiques , as well as to the Information Management, Federal-Provincial Relations and Access to Information and Privacy divisions;
  • Monitors and processes Ministerial requests and citizen complaints in WebCims (Web-based Correspondence & Issues Management System);
  • Maintains electronic records of all requests received via WebCims, including assurance of systematic nomenclature;
  • Creates various types of documents and presentations in PowerPoint, Excel and MS Word;
  • Updates and maintains employee files in PeopleSoft;
  • Requests and arranges travel via MyEMS (SAP);
  • Schedules meetings, books boardrooms, arranges hospitality, acquires appropriate meeting materials/equipment;
  • Requests and completes staffing actions as well as compensation requests in HRSC (Human resources service centre);
  • Creates and maintains electronic and hard copy records of DPSREAM employees, related to HR, travel, training and productivity;
  • Creates, monitors, updates and generates reports for IM training courses in LMS;
  • Liaises with trainees regarding training and session information;
  • Schedules online training sessions in WebEx (Government teleconferencing service);
  • Coordinates systems access for new employees;
  • Maintains inventory of supplies, places supply orders;
  • All other necessary administrative tasks related to the operation of the office
  • Montréal, QC

Owner/Operator

Karen Mackie Photography
Saskatoon, Canada
01.2008 - 01.2016
  • Builds valuable relationships with clients through positive, honest and clear communication
  • Plans sessions thoughtfully in consultation with each client, catering to their specific needs
  • Executes personalized photography sessions for a diverse client base
  • Curates, edits, and delivers high quality images and products to clients
  • Drafts contracts and implements policies; invoicing and scheduling; plans and upholds ongoing deadlines;
  • Creates marketing and sales strategies; conceptualizes branding, logo design
  • Conceptualizes and designs marketing collateral as well as other promotional materials
  • Designs and maintains professional website and social media platforms
  • Maintains physical photography studio
  • Saskatoon, SK & Montréal, QC

Administrative Officer (AS-01)

Environment Canada, Canadian Wildlife Service
Saskatoon, Canada
01.2006 - 04.2010
  • Provides program and administrative support to the Prairie and Northern Wildlife Research Centre (PNWRC) on behalf of the Officer in Charge (OIC) and the Chief, Ecological Research;
  • Reviews, monitors and administers facility services and wildlife and water program requirements, to ensure the efficient operation of PNWRC;
  • Coordinates and maintains contracts;
  • Manages the vehicle fleet (15+ trucks);
  • Monitors and provides services regarding security (buildings, compound, fleet, equipment inventory and publications;
  • Directly supervises, coordinates, schedules, assigns and monitors the work of one subordinate secretarial position
  • Assigns work, establishes goals and sets priorities and procedures as well as addressing other daily work requirements;
  • Monitors the branch financial allocation, budgeting and expenditures at PNWRC including commitments, payments, invoicing, strategic forecasting, handles petty cash, journal vouchers, prepares program financial reports and reconciles financial transactions and budgets;
  • Performs or provides functional guidance to others within the area of mail operations, records management and other financial and administrative areas;
  • Coordinates special administrative projects for PNWRC such as Canada Savings Bonds, Green Team and United Way;
  • Coordinates human resources planning and reporting activities for the water and wildlife programs, prepares necessary documentation and provides staff orientation, health and safety information and related support to branch staff;
  • Liaises with administration, financial and human resources officers in Edmonton Regional Office and with the Chief ERD, to achieve effective coordination of administrative, financial and human resources activities at PNWRC
  • Saskatoon, SK

Skills

  • Microsoft Office Suite
  • Zendesk
  • EMR
  • Acuity
  • Notion
  • Miro
  • Slack
  • G Suite
  • Looker
  • Adobe Photoshop
  • Wordpress
  • Midjourney AI
  • Adobe Acrobat
  • Social Media
  • PeopleSoft/MyEMS
  • Proactive problem solver
  • Strong communicator
  • Creative & critical thinker
  • Passionate client first mindset
  • Effective relationship builder
  • Detail focused
  • Efficient and precise
  • Resourceful
  • Collaborative
  • Flexible
  • Accountable
  • Customer experience
  • Customer journey analysis
  • Project management
  • Research
  • Tech literacy & adaptability
  • Copy translation
  • Web content writing
  • Copy editing
  • Customer advocacy

References

  • Madison Kehler, Former Operations Manager, Customer Success, PurposeMed, madisonkehler@shaw.ca, 403-804-8010, Collaborated as a CSS for four months, then direct manager for six months.
  • Allison Cupid, Former Manager, Client Experience, PurposeMed, allison@purposemed.com, 780-965-4148, Direct manager for one year during tenure as a Clinical Support Specialist.

Languages

  • English
  • French

Timeline

Customer Success Manager

RLDatix
06.2024 - Current

Patient Success Specialist

PurposeMed
01.2023 - 09.2023

Clinical Support Specialist

PurposeMed
01.2022 - 01.2023

Administrative Assistant

Dynacare
08.2019 - 08.2020

Executive Assistant (AS-01)

Service Canada
01.2016 - 10.2017

Owner/Operator

Karen Mackie Photography
01.2008 - 01.2016

Administrative Officer (AS-01)

Environment Canada, Canadian Wildlife Service
01.2006 - 04.2010

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Ren Mackie