Overview
Work History
Education
Skills
Languages
Personal Information
Timeline
Generic

SHIRLEY CARIS

Montreal

Overview

6
6
years of professional experience

Work History

Implementation Specialist

Fellow.co
07.2022 - 04.2024
  • Helping companies to implement the Fellow tool across their organization
  • Work closely with the organization's management teams, CEO and different teams to ensure alignment of tool usage
  • Managing the process and coordinating internal resources to address customer satisfaction and escalation of issues effectively
  • Maintaining deep expertise of the product and best practices to advise customers and create customer-facing resources and demos
  • Do all-round presentations of the Fellow tool
  • Keeping track of account health metrics and finding opportunities for improvement of the tool adaptation
  • Support the successful launch of our clients by working closely with Sales to run quick, efficient, and smooth handoffs when new clients sign up (contact categorization, product scoping, implementation details, goals/KPIs, etc.).

Customer Success Manager

Remo.co
12.2020 - 06.2022
  • Effectively solve customer inquiries by email and virtual meetings
  • Hold a high bar for effective and compassionate support when managing customer interactions
  • Managing account changes, subscriptions, and payment inquiries
  • Identify, document, and follow up with engineers on product bugs, customer error encounters, and feature requests
  • Provide technical support when errors occur while using our virtual events platform
  • Advocate for customers by identifying trends in issues and suggesting improvements to policies and products
  • Onboard and nurture close relationships with our customers keeping a book of business with high-end customers and acting as their account manager and the main point of contact
  • Manage a large book of business +200 accounts
  • Manage Churn and Retention.

Senior Travel Experience Agent

Hopper
02.2018 - 04.2020
  • Communicate directly with Hopper customers via phone, email and chat
  • Constantly prioritize and re-prioritize a high volume of incoming requests
  • Work out of multiple global distribution systems and a variety of internal tools and systems to assist users with their bookings
  • Work with in-house operations and developer teams to troubleshoot app issues users may be experiencing
  • Provide an exceptional level of customer support to all users who reach out
  • Provide support to junior travel support agents with more complex requests
  • Extensive experience with ticketing, modifying, and canceling airline reservations in accordance with customer needs, airline schedule changes, and carrier restrictions
  • Capacity to understand and accurately apply fare rules, airline policies, service level agreements, and other requirements
  • Collaborate extensively with remote and in-house travel and ticketing agents to improve customer satisfaction.

Education

Pre-vocational secondary degree -

Graaf Huyn College
06.2010

Secondary Vocational Degree - Front Office Management / Aviation (Flight attendant/Ground attendant)

Leeuwenborgh Opleidingen
09.2015

Customer Service & Hospitality Course -

Transavia
06.2014

Skills

  • Microsoft Office
  • JIRA
  • Global distribution systems Sabre / Apollo / Amadeus
  • Zendesk
  • Customer service expert
  • Intercom
  • Confluence
  • Hubspot
  • Customer Service
  • Project Management
  • Adaptability
  • Effective time management

Languages

English
Native or Bilingual
Dutch
Native or Bilingual

Personal Information

  • Place of Birth: Netherlands
  • Date of Birth: 06/15/93
  • Nationality: Dutch

Timeline

Implementation Specialist

Fellow.co
07.2022 - 04.2024

Customer Success Manager

Remo.co
12.2020 - 06.2022

Senior Travel Experience Agent

Hopper
02.2018 - 04.2020

Pre-vocational secondary degree -

Graaf Huyn College

Secondary Vocational Degree - Front Office Management / Aviation (Flight attendant/Ground attendant)

Leeuwenborgh Opleidingen

Customer Service & Hospitality Course -

Transavia

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