EZRA Coaching

Provide a best-in-class level of service throughout the participant experience.
•	Provide first-line response and troubleshoot participant inquiries within 24 business hours, meeting Ezra Service Level Agreements.
•	Address urgent support tickets promptly, escalating to relevant teams when necessary.
•	Proactively engage participants with low-rated Zendesk tickets to enhance their experience.
•	Manage coach-related tickets, including no-shows and switches, and assist with password resets and account access issues.
•	Drive program adoption through proactive outreach, targeting a minimum of 90% adoption by month one post-launch.
•	Encourage ongoing participant engagement with a goal of two monthly coaching sessions.
•	Escalate participant disengagement to the Customer Success team, implementing necessary follow-up actions.
•	Ensure error-free launch of End of Program sustainment kits and support Ezra Alumni LinkedIn events.
•	Coordinate regional endorsements for welcome kits, ensuring timely delivery post-onboarding.
•	Facilitate webinar launches for program overviews, sign-up guidance, and Q+A sessions.

Participant Care Specialist

•	Joined ongoing client meetings as needed.
•	Created communication collaterals with inputs from Customer Success Managers and Sales Team (Dashboards, end-of-program reports, quarterly business reports, etc.).
•	Sent surveys and supported meeting preps.

Program Care Specialist

Supported the customer success team in providing a first-class client experience.
•	Responded promptly to participant questions and troubleshooting needs.
•	Managed post-launch communications to drive participant adoption and engagement.
•	Addressed urgent support tickets, coordinating with the customer success management team.
•	Proactively contacted participants to drive post-launch adoption and encourage ongoing engagement.
•	Provided clients with high-level reporting for adoption updates, post-launch, and monthly updates.
•	Utilized Microsoft Forms to design and launch participant surveys across programs.

Participant Services Coordinator

CIBC

Diagnosed, troubleshot, and resolved various software, hardware, and connectivity issues, asking probing questions to research, analyze, and rectify problems.
•	Routinely exceeded call quality criteria to provide first-level support for CIBC employees.
•	Supported multiple lines of business utilizing different processes and procedures to adhere to contracts and compliance.  Adapted quickly to align with each business, avoiding downtime.
•	Provided support starting with one department and successfully adding more departments, creating a complete portfolio within the first year compared to an average length of an 18-month timeline. 
•	Acted as a mentor and shadowed new employees to ensure they complied with processes for different lines of business.  This partnership allowed new employees to achieve speed in productivity.  
•	Provided technical support in the following areas:  Active Directory, Citrix, VPN, Email (Outlook), Windows 10, printers, business, and desktop applications.
•	Member of the Health and Safety Committee from 2015 to 2016.
•	Q1 Team Achiever Award –2018 – Awarded as a TSC Incident Response Team member.

INCIDENT RESPONSE ANALYST

The project was initiated to replace existing pre-printed bank drafts with blank paper stock on laser printers.
•	Supported the Senior Project Manager with deliverables and coordinated project activities for printer deployment to more than 1,100 CIBC branches.
•	Created and managed weekly tracking reports for change tickets related to printer deployments to track progress, completions, and upcoming activity.
•	Maintained master schedule with installation dates, cancelled/rescheduled, and completed installations.
•	Created change tickets and communicated with on-site vendors during the installation process, connecting the vendor with the CIBC technology department to confirm the printer was connected and online.  
•	Managed daily project tasks to assist with implementation, like having vendors (Bell) install Print on Demand technology lines.
•	Sent list of printers installed daily to Enterprise Print Department and Service (EPDS) for their group to complete printer configuration and communicated weekly upcoming installations. 
•	Monitored and responded to the Print on Demand mailbox for escalations or questions and partnered with the Senior Project Manager for second-level escalations.
•	Scheduled weekly meetings with key parties to ensure realistic timelines had been set and tasks were completed before installing the Print on Demand project.
•	Q1 Team Achiever Award –2020 – Awarded for working on the Print on Demand project and assisting in deploying new printers at CIBC branches.

IT PROJECT CONTROL COORDINATOR- PRINT ON DEMAND

With over 10 years of experience in IT support and project coordination, I am a versatile and adaptable professional who delivers service excellence to clients and participants. I currently work as a Participant Care Specialist at EZRA Coaching, a global leader in personalized executive coaching.

In this role, I provide first-line response, troubleshoot participant inquiries, and drive program adoption and engagement through proactive outreach. I have strong attention to detail, excellent relationship development skills, and an ITIL certification that demonstrates my knowledge of IT service management best practices.

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