Summary
Overview
Work History
Education
Skills
Timeline
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STEPHANIE GRANT

Calgary,Canada

Summary

Results-driven software analyst with strong communication skills and a passion for driving dealership success through software conversion and customer engagement. Proven track record in onboarding and training, with a commitment to process improvement and customer satisfaction. Skilled in project coordination, troubleshooting, and relationship management, positioning me as a strong candidate for the Automotive Project Manager role.

Overview

5
5
years of professional experience

Work History

Service Support Analyst

PBS Systems
06.2023 - Current
  • Trained50+ Service department users, including service advisors, managers, and technicians, during software installs within first3 months of being signed off as full resource
  • Conducted both independent and collaborative training, adapting to the needs and size of each store
  • Ensured5 successful installs within first3 months of being signed off as training resource, obtaining Service Manager sign-offs to confirm complete and thorough training
  • Demonstrated patience, creativity, and strong communication skills to help new users overcome challenges during the transition process
  • Received consistent positive feedback from project managers and team leads regarding training performance
  • Achieved high customer satisfaction through verbal praise and follow-up emails sent to my team lead, underscoring my ability to deliver effective and smooth transitions
  • Met or exceeded key performance indicators (KPIs) in-office, consistently ranking in the top three within my team
  • This includes achieving60%+ first call resolution (FCR) rates,15 tickets resolved daily, minimizing call time, and receiving numerous5/5 customer surveys
  • Regularly utilized public speaking and communication training (Masterful Speaking course) to enhance training effectiveness and engage diverse user groups during installs
  • Earned Core, Service, Parts and Sales certifications, enhancing my product knowledge and ability to support end-users fully

Co-owner/Coordinator

Kaykima Wilderness
01.2020 - 01.2022
  • Managed scheduling/organizing25+ outdoor class bookings per month while responding promptly to customer inquiries for efficient operations
  • Ran Instagram and Facebook social media, increasing customer engagement
  • Developed and delivered over100 engaging training sessions on wilderness skills, adapting content for diverse audience
  • Designed and maintained company website to streamline customer registration and information access, resulting in business growth of over600% within the first year

Education

Wilderness First Aid

Red Cross of Canada
01.2020

500 hr RHYT

Phoenix, AZ
01.2017

Skills

  • Project Management & Coordination:
  • Project planning, organization, and multitasking, with a proven ability to oversee multiple projects simultaneously and meet deadlines
  • Experience coordinating software training and conversion projects, ensuring smooth transitions and data integrity
  • Customer Engagement & Relationship Building
  • Strong interpersonal skills with a talent for building rapport, providing exceptional customer service, and maintaining positive relationships
  • Adept at managing customer expectations and navigating challenging situations with patience and empathy
  • Training & Public Speaking
  • Skilled in developing training materials, conducting effective training sessions, and adapting communication to various learning styles
  • Experienced in public speaking and presenting complex information in an engaging and understandable way
  • Data Management & Troubleshooting
  • Proficient in data migration processes, ensuring data accuracy and security during conversions
  • Strong troubleshooting skills, able to quickly identify issues, analyze root causes, and implement effective solutions
  • Communication & Collaboration
  • High emotional intelligence, able to work collaboratively with diverse teams and stakeholders to achieve project goals
  • Excellent written and verbal communication skills, with experience liaising between customers and technical teams
  • Technical Proficiency
  • Familiar with PBS software; Core, Service, and Parts certifications; proficient in Microsoft Office Suite, CRM systems, and Wix

Timeline

Service Support Analyst

PBS Systems
06.2023 - Current

Co-owner/Coordinator

Kaykima Wilderness
01.2020 - 01.2022

500 hr RHYT

Wilderness First Aid

Red Cross of Canada

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