Abigail Hackett
@abigailhackett
I build customer success teams, protect renewals, and resolve complex service incidents.
CanadaWhat I'm looking for
I lead customer success and service operations across TTC, KEV Group, American Express, Indeed, and TD Bank, building teams, improving service delivery, and protecting client relationships in high-volume environments.
At KEV Group, I owned onboarding, renewals, and account health for 200+ Ontario K-12 accounts before taking responsibility for all 132 Virginia school divisions serving 1.3M+ students. I re-engaged dormant accounts, supported platform migrations and SIS/ERP integrations, helped drive a 95% retention rate, and reduced inbound tickets by 15% through proactive communications.
At TTC and American Express, I lead incident management, SLA governance, coaching, and service performance across large frontline operations. I’ve maintained 95%+ SLA adherence, improved response times by 10–15%, and built teams and operating processes from the ground up.
Experience
Work history, roles, and key accomplishments
Assistant Manager, Customer Service
Toronto Transit Commission (TTC)
Nov 2024 - Present (1 year 10 months)
Promoted from Transit Operator to Assistant Manager, Customer Service within 14 months, leading 10+ supervisors and 75+ frontline employees. Serves as primary incident management point for 15-20 complex cases per shift, maintaining 95%+ SLA adherence and contributing to 10-15% improvement in response times.
Transit Operator
Toronto Transit Commission (TTC)
Nov 2024 - Jan 2026 (1 year 2 months)
Delivered safety-critical, high-volume, public-facing customer service in a regulated environment for 14 months before promotion.
Regional Customer Success Manager
KEV Group
May 2023 - May 2024 (1 year)
Owned a portfolio of 200+ K-12 accounts across Ontario before being promoted to cover all 132 school divisions in Virginia. Drove upsell revenue, re-engaged dormant accounts, and contributed to a 95% client retention rate.
Built a frontline team from the ground up for a new Toronto Travel office, recruiting, onboarding, and training 15-20 representatives. Established service processes and SLA governance, achieving 95%+ SLA adherence and improving quality scores by 12%.
Helped build a new customer success function, managing 50+ enterprise clients and driving product adoption above 85% and renewal rates above 90%. Rolled out live chat and email channels and founded a monthly Safe Spaces workshop initiative.
Managed internal and customer-facing communications for service updates and regulatory requirements across 500+ small business clients. Prepared reports and business reviews for leadership and coordinated team efforts to maintain SLA adherence.
Education
Degrees, certifications, and relevant coursework
Humber College Institute of Technology and Advanced Learning
Bachelor of Commerce, Management Studies
Bachelor of Commerce in Management Studies from Humber College Institute of Technology and Advanced Learning.
Certified in Management (CIM)
Certified in Management (CIM), Management
Certified in Management (CIM) certification.
Professional Certificate in Team Leadership
Professional Certificate in Team Leadership, Team Leadership
Professional Certificate in Team Leadership.
Salesforce Administrator Certification
Salesforce Administrator Certification, Salesforce Administration
Salesforce Administrator Certification.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Skills
Interested in hiring Abigail?
You can contact Abigail and 90k+ other talented remote workers on Himalayas.
Message AbigailGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
