AB

Looking for a job

Alicia Babbington

@aliciababbington

Customer Success Specialist at Greenworks Tools, improving agent efficiency with SOPs and CRM-driven case management.

What I'm looking for

I aim to expand my impact on customer retention and operational reliability in a growth-oriented support team.

At Greenworks Tools, I support new hires with SOPs, case-management one-on-ones, and presentations that shortened average handling time for the team. I maintain CRM records to support personalized follow-ups and customer retention.

I also resolve escalated customer issues, document root causes, and create email templates and guides to standardize responses. I tested a beta AI assistant and curated reports on the results for executives and IT.

Experience

Work history, roles, and key accomplishments

GT

Current

Customer Success Specialist

Current

Greenworks Tools

Apr 2024 - Present (2 years 7 months)

Supported new hires with SOPs and case management, maintained CRM records, processed warranty claims, resolved escalated issues, and built email templates. Completed testing for an AI assistant and coordinated with e-commerce teams.

SOP Development Case Management CRM Management SaaS SAP Shopify Salesforce Data Analysis Report Generation AI Testing Ecommerce Order Management

AI

Customer Success Advisor

Sep 2025 - Apr 2026 (7 months)

Resolved escalated account issues and billing disputes, created troubleshooting guides, processed OTC adjustments, and analyzed support ticket trends to identify failure modes.

CRM Case Management Billing Disputes Troubleshooting PII Compliance Data Analysis Process Improvement

TC

Administrative Coordinator

Toronto & York Region Labour Council

Jan 2022 - Oct 2024 (2 years 9 months)

Scheduled meetings, processed mail, created onboarding checklists, managed event registrations, and maintained staff contact lists.

Scheduling Outlook Microsoft Teams Onboarding SharePoint Data Entry Event Registration

Education

Degrees, certifications, and relevant coursework

TU

Toronto Metropolitan University

Bachelor of Commerce, Commerce

Pursuing a Bachelor of Commerce with an expected completion in 2028.

TU

Toronto Metropolitan University

Bachelor of Business Management, Business Management

Pursuing a Bachelor of Business Management with an expected completion in May 2027.

TU

Toronto Metropolitan University

Course, AI for Data Analysis

Completed a course in AI for Data Analysis in December 2026.

GC

George Brown College

Dental Assist Level II, Dental Assisting

Completed Dental Assistant Level II certification in 2023.

TU

Toronto Metropolitan University

Course, Corporate Communication

Completed a course in Corporate Communication in November 2026.

Tech stack

Software and tools used professionally

Salesforce

Shopify

Microsoft Teams

SAP

Availability

Looking for a job

Location

Canada

Authorized to work in

Social media

Job categories

Customer Success Analyst Customer Success Advisor

Skills

Customer Success Customer Retention Case Management CRM Management SOP Development Data Analysis Workflow Automation Performance Metrics Process Improvement Quality Assurance Technical Support User Training Troubleshooting Warranty Claims Processing Billing Dispute Resolution

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