Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Interests
Timeline
Generic

Stephanie Guedes

Toronto

Summary

Customer Service & Success Professional with over 15 years of experience in managing client portfolios, onboarding, driving growth, retention, and satisfaction. Skilled in SaaS, B2B, and eCommerce technologies, with a proven track record of enhancing operational efficiency and customer engagement. Over the past four (5) years, onboarded, maintained and expanded over 50 enterprise/Mid-Market client portfolios and provided business review training.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Onboarding Specialist

Jobber
01.2025 - Current
  • Onboard and help new and existing customers successfully adopt and use the Jobber software to improve their operations and achieve business goals within the first 90 days.
  • Serve as a product expert to ensure customers are set up for success from day one
  • Train customers on how to use Jobber effectively, including its features and workflows
  • Build strong relationships with customers by listening to their needs and providing customer-focused solutions and addressing product feedback and improvements.

Customer experience Manager

US Markets ResQ
08.2023 - 02.2024
  • Managing over 50 client portfolios including driving their growth, retention and satisfaction.
  • Responsible for managing and executing the fulfillment process of work orders, product request/feedback, custom reporting and product efficiencies.
  • Coordinating ongoing syncs with stakeholders, product feature training, and business reviews.
  • Working closely with vendors and other departments including vendor operations, accounting, onboarding, sales and product.
  • Company layoffs

Technical Account Manager

Enterprise NOAM Delivercet
08.2022 - 03.2023
  • Onboarded enterprise level clients from more than 50 locations within North America, and provided training for customer success with our software/product.
  • Coordinated with sales, support, product, and development teams to address clients’ needs and resolve any issues.
  • Trained staff on quality assurance of accounts to improve business growth.
  • Maintained communication with account admins/CEOs to report progress and suggest improvements, strategizing to leverage sales growth
  • Collaborated with sales and delivery channel partners to ensure timelines and client expectations are efficiently met.

Account Manager

Shopley Inc
09.2021 - 03.2022
  • Onboarded and trained staff acting as the primary point of contact with new clients in Canada for the cannabis and restaurant sector.
  • Managed client satisfaction through email, phone, online presentations, and screen-share meetings to establish successful long-term relationships with clients, leading to improved sales and customer engagement.
  • Provided solutions according to customer needs and objectives to improve sales.
  • Monitored and analyzed customer’s usage of our product to identify opportunities to increase revenue.
  • Attended ongoing meetings with product and development teams, offering feedback and UAT, to ensure product features are meeting the current needs.
  • Company layoffs

Product support specialist/ Value Added Service Technician Specialist

TouchBistro
01.2020 - 09.2021
  • Promoted to Tier 2 role specializing in VAS products (Reservations, Gift cards, loyalty, API partners, Online ordering).
  • Designed and ran training programs and sessions for support agents to ensure ability to help clients efficiently.
  • Coached product and development teams in marketing technology and SaaS to enhance customer experiences.
  • Connected and troubleshot a variety of IOS devices including printers, routers, iPads and Mac computers to ensure proper integration with software.
  • Led weekly meetings with partners, development, product, other CS teams to address ongoing bugs and challenges.
  • Handled escalations and interactions with upset clients via email and phone to increase customer satisfaction.
  • Monitored in top metrics in client satisfaction (CSAT 94%).

Restaurant Supervisor and Bartender

Various locations
03.2007 - 12.2019

Education

Bachelor's Degree - Kinesiology

University of Lethbridge
Lethbridge, Alberta

Bachelor of Science - Kinesiology

University of Ontario Institute of Technology
Oshawa, Ontario
01.2013

Skills

  • More than 5 years experience with SaaS
  • North American and European client onboarding, support and success with upselling, and retention
  • Data management and analysis
  • CRM (Salesforce, Zendesk, Slack, Kustomer)
  • API’s, data logs, and coms traces
  • System Networking and advanced Troubleshooting
  • Slack, Google workspace, Jira, Postman, airtable, Planhat, JSON editors, Grafana, Looker, tableau

Accomplishments

    Employee of the Year Customer Support- TouchBistro 2020

    Overall CSAT score of 94%

Certification

Valid “G” Class Driver’s License

Interests

  • Gym Workouts
  • Passionate about balancing physical health with mental and emotional wellness
  • I enjoy cooking for friends and family gatherings
  • Fundraising Events
  • Animal Welfare Advocacy

Timeline

Onboarding Specialist

Jobber
01.2025 - Current

Customer experience Manager

US Markets ResQ
08.2023 - 02.2024

Technical Account Manager

Enterprise NOAM Delivercet
08.2022 - 03.2023

Account Manager

Shopley Inc
09.2021 - 03.2022

Product support specialist/ Value Added Service Technician Specialist

TouchBistro
01.2020 - 09.2021

Restaurant Supervisor and Bartender

Various locations
03.2007 - 12.2019

Bachelor of Science - Kinesiology

University of Ontario Institute of Technology

Bachelor's Degree - Kinesiology

University of Lethbridge

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Stephanie Guedes