UCAL SHILLINGFORD
Toronto,ON
Summary
Dynamic Bilingual (French/English) Customer Success and Onboarding Specialist with experience supporting SMB clients across SaaS, hospitality, and digital platforms. Skilled in client onboarding, configuration, and training to ensure efficient go-lives. Combines hospitality’s guest-first mindset with a consultative, data-driven approach to customer enablement. Proven success in retention, renewals, and cross-functional collaboration to achieve high client satisfaction and adoption outcomes.
Overview
9
9
years of professional experience
Work History
High Volume Bartender, Server
Casa Madera/ 1 Hotel Group
Toronto, ON
05.2025 - Current
- Facilitated high-volume cocktail program for up to 350 covers per evening during peak service periods, crafting custom cocktails and delivering classics promptly to enhance guest experience.
- Delivered Forbes-standard service to guests at bar top and in lounge, ensuring memorable dining experiences.
- Achieved numerous positive Yelp and Google reviews from guests who appreciated attentive, personalized, and proactive service.
Bilingual Customer Success Specialist, Team Lead
Sesimi
04.2025 - Current
- Serve as Team Lead and primary point of contact between SMB clients and Corporate stakeholders across the onboarding and customer lifecycle.
- Guide clients through SaaS platform setup, configuration, and bilingual training to optimize adoption.
- Conduct onboarding sessions in both English and French, tailoring delivery to user needs and technical proficiency.
- Own KPIs tied to retention, customer satisfaction, and onboarding efficiency.
- Identify churn risk, lead proactive renewal readiness efforts.
- Collaborate cross-functionally with Sales, Product, and Support to improve onboarding workflows.
- Coach team members on objection handling, consultative communication, and adoption best practices.
Cocktail Bartender and Server
Nobu Hotels
Toronto, Ontario
06.2024 - 06.2025
- Instrumental part of a restaurant opening from 1.5 months of intensive training to Gala events, Media Days and TIFF special guest buyouts
- Implemented my outgoing, personable and attentive nature to provide ‘white glove’ service to all guests
- Recognized and capitalized on upselling opportunities to boost bar revenue.
- Fostered a team environment rooted in proactive guest engagement, high energy and professionalism.
Digital Guest Care Agent
Restaurant Brands International (Tim Hortons)
02.2025 - 04.2025
- Supported restaurant partners and guests through software troubleshooting and digital onboarding assistance.
- Maintained high CSAT and response time targets (4.5+ average).
- Delivered clear, empathetic, and prompt communication to ensure successful resolutions.
- Contributed feedback to improve support scripts, team workflows
Loyalty & Retention Specialist
Fleet Complete
09.2016 - 09.2017
- Managed retention and renewal efforts across a large portfolio of SMB clients.
- Educated customers on new features, integrations, and platform improvements to encourage ongoing engagement.
- Handled objections, analyzed churn drivers, and implemented strategies to maintain account health.
- Collaborated with Product and Success teams to enhance client retention and reduce cancellations.
Education
Master of Biomedical Science - Neuroscience
University of Guelph
09-2013
Bachelor of Honors Science - Biology Minor
University of Waterloo
08-2012
Skills
- Client Onboarding and Implementation
- Bilingual Communication (French / English)
- Customer Training and Enablement
- Restaurant and Hospitality Operations
- CRM and Sales Enablement Tools (Salesforce, HubSpot, Zendesk)
- Objection Handling and Consultative Support
- Project Coordination and Stakeholder Management
- Retention, Renewals, and KPI Ownership
- Cross-Functional Collaboration and Process Optimization
- SaaS onboarding
Languages
French
Full Professional
Timeline
High Volume Bartender, Server
Casa Madera/ 1 Hotel Group
05.2025 - Current
Bilingual Customer Success Specialist, Team Lead
Sesimi
04.2025 - Current
Digital Guest Care Agent
Restaurant Brands International (Tim Hortons)
02.2025 - 04.2025
Cocktail Bartender and Server
Nobu Hotels
06.2024 - 06.2025
Loyalty & Retention Specialist
Fleet Complete
09.2016 - 09.2017
Master of Biomedical Science - Neuroscience
University of Guelph
Bachelor of Honors Science - Biology Minor
University of Waterloo